Pwc-Power-BI-Job-simulation-project

🔗 Call center Dashboard : https://app.powerbi.com/view?r=eyJrIjoiYTkxZDExMGMtZTYzNi00Yjg0LWE5YTEtYTU1NGYwNGMzNjFiIiwidCI6IjY0ZGU2ZGRmLTA4ZTAtNGJjNy1iYTdkLWZmNTM1MmU1MGFjYyJ9

🔗 Customer retention Dashboard : https://app.powerbi.com/view?r=eyJrIjoiNzAxMmM4ODctODRkYS00M2NlLTg5MzctZDdiYWM2YWRkMjIyIiwidCI6IjY0ZGU2ZGRmLTA4ZTAtNGJjNy1iYTdkLWZmNTM1MmU1MGFjYyJ9

🔗 HR analysis Dashboard : https://app.powerbi.com/view?r=eyJrIjoiMjg3YmFmYjgtZmNkYi00NGE1LWJiMzYtZWJhOTgwMjNjOGFlIiwidCI6IjY0ZGU2ZGRmLTA4ZTAtNGJjNy1iYTdkLWZmNTM1MmU1MGFjYyJ9

Description

PwC Switzerland's Power BI on Forage. In the simulation I: Completed a job simulation where I strengthened my PowerBI skills to better understand clients and their data visualisation needs.

📍Demonstrated expertise in data visualization through the creation of Power BI dashboards that effectively conveyed KPIs, showcasing the ability to respond to client requests with well-designed solutions.

📍Strong communication skills reflected in the concise and informative email communication with engagement partners, delivering valuable insights and actionable suggestions based on data analysis.

📍Leveraged analytical problem-solving skills to examine HR data, particularly focusing on gender-related KPIs, and identified root causes for gender balance issues at the executive management level, highlighting a commitment to data-driven decision-making.

Insights

📍Call Center analysis:

1. we have 5K overall customer calls.
2. out of 5k calls 4k calls were answered and problem resolved.
3. Most of the calls were occurred in January, start of the year.
4. customers tried to call mostly on 9-10 AM and 12.30-1.30 PM time group.
5. Calls related to streaming and tech support were most.
6. Overall satisfaction rate is 2.76, has to be improved.
7. Average call duration per customer is 183 sec.
8. Agent Dan attained High performance with 2.85 stars.
9. Average call answered within 54.75 sec.

📍Customer retention analysis:

1. Churn customers rate of 1.9k among 7k, which is 1:3 of customers were exited.
2. Almost both female and male customers with 0.9k count have exited.
3. Out of this 1.9k 75% we're not senior citizens.
4. with a loss of $1.5k average total charges out of $2.3k , which is a huge loss.
5. Customers facing issue in paperless billing most and electronic check payment method.
6. Fiber optic internet service has a worst ratings.
7. out of many service subscription, phone service subscribed customers has huge churn rate.
8. There is no proper tech support.
9. Monthly subscribed of 42% out of 75% we're exited.
10. Churn Customers raised 2173 tickets.

📍HR analysis:

1. Most of the employees are from Europe and Switzerland.
2. Mostly male employees were hired from 2010-2015, later it's reduced gradually and hired equally.
3. Age group of 60-69 has only male employees. They were in strategy and senior mangers.
4. Operations department has most employees.
5. In 2020 36 we're promoted out of this 13 for senior officers. it has increased to 15 in 2021.
6. 47 we're resigned in 2020,but they hired 19 in 2021.Promotion rate increases to 51 in 2021.
7. Performance rating increased in 2020 compare with 2019. But no one has 5 stars.