Vaidik Sirsate - May 10, 2023
Customer Service Analysis
This is a detailed article about my Exploratory Data Analysis of call center Dataset available on RWFD. I will be diving into the full process of data cleaning, analyzing and visualizing the data, along with my final suggestions and summary of the data.
Quick Link : Tableau Dashboard
Table of Content :
Information about the data
Questions to be Answered
Data Cleaning
Analyzing Data
Finished Project Dashboard
Insights and Recommendations
Information about the Data:
The dataset contains information customer enquiry recorded in a period between 1 January, 2022 and 31 December, 2022. The dataset contains 12 variables describing 32941 records of the enquires done on various channels in different customer centers. I am performing Exploratory Data Analysis on this dataset to uncover some interesting insights.
Here there are some questions for analysis:
1. What is the most common reason customers call for?
2. What is the customer sentiment like during their inquiry?
3. Which channel do customers prefer the most?
4. Which state and city have the most customer enquiries?
5. How many enquiries were received through each channel and center?
6. What is the monthly volume of enquiries?
Process:
For this project, I am using Python for Data Processing and Tableau for Data Analysis and Visualization and finally presentation with the help of Dashboard.
Data Cleaning:
Data Cleaning is a process of ensuring data integrity, which means we have to make sure that data is complete, correct, and consistent for the analysis. Let's clean it using Python.
Data Cleaing Customer Service Dataset.pdfNow, the Dataset is clean and ready for analysis.
Analyzing Data:
I am using Tableau for analysis and visualization purpose.
1). Key Performance Indicator card.
First I am creating KPI card which Includes:
Total Enquiry: Total Enquiry between 1 Jan, 2022 to 31 Dec 2022.
SLA Status: It is a how much percent company met their promised response time.
Avg. Csat_Score: It is average customer satisfaction score.
Avg. Enquiry Duration: It is average time customer spend in resolving their queries.
Avg. Daily Enquiry: It is average daily enquiry volume including all channels.
Avg. Weekly Enquiry: It is an average of total enquiries received in a week.
Note: I have created calculated field for Avg. Daily Enquiry and Avg. Weekly Enquiry. Please check my tableau_workbook for detailed view.
2). What is the most common reason customers call for?
Approximately 71% of customer enquiries are related to billing matters, while 14% of enquiries pertaining to payment-related issues. Similarly, another 14% of enquiries are related to service outages.
3). What is the customer sentiment like during their inquiry?
Approximately 40% of customers contacted express a negative sentiment, while around 27% exhibit a neutral sentiment, and approximately 22% convey a positive sentiment.
4). Which channel do customers prefer the most?
The preferred communication channel among customers is primarily phone calls, accounting for approximately 32% of interactions. Following that, chatbot interactions comprise around 25% of communication preferences, while email constitutes approximately 22%. Lastly, the web is favored by approximately 20% of customers.
5). Which city have the most customer enquiries?
The highest number of enquiries are received from customers in Los Angeles, followed by Baltimore, Chicago, and finally Denver. In all these centers, the most preferred communication channel is via phone call, followed by chatbot interactions, email, and lastly, the web.
6). Which state have the most customer enquiries?
According to the map chart, the highest number of customer enquiries, approximately 3,600, originates from California. Following closely, taxes account for around 3,500 enquiries, and Florida receives approximately 2,800 enquiries.
7). What is the weekly and hourly volume of enquiries?
The following highlighted table displays the consistent number of enquiries received during working days from Monday to Friday, within the time frame of 10 am to 8 pm. The enquiries range from 620 to 700, demonstrating a steady pattern across all days and working hours.
8). What is the monthly volume of enquiries?
The monthly volume of customer inquiries reaches its peak in March, with approximately 3,000 enquiries received, while the lowest volume is observed in February, with around 2,500 enquiries. Throughout the year, the trend remains relatively consistent within this range.
Dashboard:
The Customer Service Executive Dashboard presents a comprehensive overview of the company's service performance through a series of graphs and charts. The dashboard provides visual representations for quick and easy analysis of customer data.
Insights and Recommendations:
Below are general insights and recommendations from the analysis:
Analyzing the nature of billing, payment and service outage-related enquiries can provide insights into common pain points or recurring issues. This data can be used to improve processes, streamline payment methods, provide clearer billing information to customers, and optimize service will help in reducing the number of enquiries in the long run.
Analyzing customer sentiment can provide valuable insights into customer satisfaction levels and areas for improvement. By leveraging sentiment analysis tools and techniques, businesses can gain a deeper understanding of the underlying reasons behind negative and neutral sentiments. This analysis can help identify specific pain points, recurring issues, or trends that need to be addressed.
By finding themes and patterns of enquiries, it may be beneficial to provide targeted training to the customer service team. By identifying common themes or frequently asked questions, specific training modules can be developed to enhance their knowledge and improve their ability to provide accurate and efficient responses to customer enquiries.
Given that phone calls are the most preferred communication channel across all centers, optimizing the phone support system is crucial. This may involve increasing the number of phone lines and customer service representatives available to handle calls efficiently, minimizing wait times, and providing effective resolutions during phone interactions.
Since the volume of enquiries remains steady, it might be worthwhile to explore automation and self-service options to handle routine and repetitive enquiries. Optimizing chatbots, email and web automation, or comprehensive FAQ sections can provide customers with instant access to information and reduce the burden on the customer service team.
Number of enquiries remains consistent across all working days and hours, and even all months it suggests that determining and keeping the appropriate staffing levels, to ensure adequate coverage throughout the year would be helpful until we see decreasing trend of enquiries.
California receives the highest number of customer enquiries, it might be beneficial to allocate additional customer service resources, such as representatives or support teams, specifically for that Centre. This can help ensure timely and efficient handling of customer enquiries, leading to improved customer satisfaction.
Thank you!