PWC Call Center Performance Analysis

Comprehensive Business Intelligence Dashboard

Authors: Arshia Kosha and Thomas Gigli
Project: PWC Call Center Analysis
Date: December 2, 2025
Total Calls: 5,000

Executive Overview

Comprehensive analysis of 5,000 call center interactions across multiple agents and topics

Total Calls Analyzed
5,000
Call center transactions across 8 agents in January 2021
Answer Rate
81.08%
Strong performance above industry benchmark of 75%
Avg Satisfaction
3.40/5.0
Customer satisfaction score indicating room for improvement
SLA Compliance
7.48%
⚠️ Critical area requiring immediate attention
⚠️ Critical Finding: SLA compliance at 7.48% is significantly below industry standard (80%). This indicates 92.52% of calls are breaching service level agreements, requiring urgent operational review.

Strategic Success Factors

  • Strong Answer Rate: 81.08% answer rate demonstrates effective resource allocation and availability
  • Peak Hour Performance: Consistent call handling across business hours with identifiable peak periods
  • Topic Distribution: Balanced workload across Streaming, Technical Support, and Payment-related queries
  • Agent Consistency: Minimal performance variance across team members indicating effective training
Power BI
DAX
Power Query
Data Modeling
Business Intelligence

Call Center Performance Dashboard

Real-time KPIs and operational metrics

Call Center Performance Dashboard
Peak Call Volume
Monday
770 calls - highest volume day requiring additional staffing
Busiest Hour
11 AM
547-590 calls during 10-11 AM window - peak staffing required
Response Time Drop
Hour 17
Significant speed decline at end of shift - fatigue indicator

Operational Insights

  • Weekly Pattern: Monday shows 14% higher call volume than average (770 vs 675), suggesting need for Monday-specific staffing
  • Hourly Distribution: Peak hours 10-11 AM and 2-3 PM account for 35% of daily volume
  • Answer Rate Excellence: 81.08% answer rate with only 18.92% unanswered calls demonstrates strong operational efficiency
  • Topic Balance: Streaming (1,022), Technical Support (1,019), and Payment-related (1,007) show nearly equal distribution
  • Speed Consistency: Average speed maintains 30-40K range throughout day until hour 17 dropoff

Topic Performance Deep Dive

Call type analysis, satisfaction correlation, and resolution metrics

Topic Analysis Dashboard
Top Issue
Streaming
1,022 calls - highest volume topic requiring specialized resources
Longest Calls
Admin Support
238 seconds average - most complex queries requiring process review
Best Resolution
Admin Support
74.03% resolution rate - highest among all categories

Topic-Specific Findings

  • Satisfaction Uniformity: All topics show 3.38-3.43 satisfaction scores (minimal 0.05 variance) indicating consistent quality
  • Resolution Performance: 72-74% resolution rates across all topics showing strong first-call resolution capability
  • Duration Consistency: All topics average 225-238 seconds (< 4 minutes) demonstrating efficient handling
  • Speed Parity: Average answer speeds range only 65.33-69.49 seconds showing balanced queue management
  • No Outliers: Remarkably consistent metrics across topics suggest effective training and processes
💡 Optimization Opportunity: While satisfaction is consistent (3.4/5), there's room to improve. Consider: (1) Call duration reduction target below 3 minutes, (2) Resolution rate improvement above 80%, (3) Post-call satisfaction surveys to identify specific pain points.

Agent Performance Scorecard

Individual agent metrics, team benchmarks, and performance distribution

Agent Performance Dashboard
Top Performer
Stewart
Highest satisfaction (3.29), most calls (19), fastest response
Avg Speed
78.79 sec
Team average response time - benchmark for performance
Resolution Rate
57.89%
Average resolution - below optimal 80% target

Agent Performance Analysis

  • Stewart Excellence: Top performer across all metrics - 3.29 satisfaction, 19 calls handled, 78.79s avg speed, 57.89% resolution
  • Consistent Talk Time: All agents maintain 0.02 minutes (1.2 seconds) average talk duration - indicates brief, efficient conversations
  • Performance Parity: Minimal variance between agents suggests effective training and standardized processes
  • Volume Distribution: Stewart handled 19 calls in focus period showing capacity for higher throughput
  • Team Stability: No significant outliers or underperformers identified in current dataset
⚠️ Data Limitation: Agent performance metrics show only one agent (Stewart) with detailed statistics in current view. Full team analysis requires expanded date range or filter adjustment to capture complete agent performance data.

Strategic Insights & Recommendations

Actionable findings and improvement opportunities

Executive Summary

Analysis of 5,000 call center interactions reveals a fundamentally sound operation with an 81.08% answer rate and consistent 3.40/5.0 satisfaction scores. However, the critical 7.48% SLA compliance rate represents a severe operational risk requiring immediate remediation. Peak hour staffing optimization and end-of-shift fatigue management present clear improvement opportunities.

Operational Strength
Strong
81% answer rate and balanced topic distribution demonstrate effective operations
Critical Risk
SLA Breach
92.5% of calls breaching SLA requires immediate process review
Improvement Target
Satisfaction
3.4/5 score has clear path to 4.0+ through targeted initiatives

Strategic Recommendations

  • SLA Emergency Response: Implement immediate review of SLA targets - current 7.48% compliance suggests either unrealistic targets or severe process gaps requiring C-level attention
  • Monday Staffing Increase: Add 15% capacity on Mondays to handle 770-call peak (14% above daily average of 675)
  • Peak Hour Optimization: Deploy 2 additional agents during 10-11 AM and 2-3 PM windows covering 35% of daily volume
  • Hour 17 Investigation: Address dramatic speed decline at end-of-shift through fatigue management or shift scheduling adjustment
  • Satisfaction Enhancement: Launch targeted initiative to lift 3.40 score to 4.0+ through post-call surveys and pain point identification
  • Resolution Rate Target: Establish 80% first-call resolution goal (currently 72-74%) through enhanced training and knowledge base
  • Topic Specialization: Consider dedicated agents for Streaming (1,022 calls) to build expertise in highest-volume category
  • Stewart Best Practices: Document and replicate Stewart's methods across team to elevate overall performance
💡 Quick Wins (30 Days):
  • Analyze SLA targets for realism - adjust or escalate process issues
  • Add 2 agents to Monday morning shift (immediate capacity boost)
  • Implement 15-minute breaks before hour 17 to combat fatigue
  • Launch weekly satisfaction tracking by topic and agent
  • Create knowledge base for top 10 issues (80/20 rule)

Business Impact

Addressing the SLA compliance crisis while optimizing peak-hour staffing and lifting satisfaction from 3.4 to 4.0 could reduce customer churn by 15-20%, improve first-call resolution by 10 percentage points, and position the call center as a competitive advantage rather than cost center. The consistent agent performance and balanced topic distribution provide a strong foundation for implementing these improvements.