A company that offers fiber optic internet services to people and businesses seeks assistance in understanding the frequency of customer support follow-up calls subsequent to their initial inquiry. This analysis aims to aid company leaders in determining the team's ability to address customer queries adequately on the first attempt. Additionally, leaders are interested in identifying recurring call patterns to ascertain the reasons why customers need to contact support multiple times. The ultimate objective is to enhance the overall customer experience.

The company operates three distinct customer support teams located in different areas. The dataset provided encompasses information from January 1st to March 31th, 2022. Each customer support call is logged with its corresponding date, any instances of subsequent calls, the team that handled the call, and the nature of the problem reported.

The company’s goal is to reduce call volume by increasing customer satisfaction and improving operational optimization. The dashboard should demonstrate an understanding of this goal and provide stakeholders with insights about repeat caller volumes in different markets and the types of problems they represent. It should reveal insights about repeat callers. Question to answer:

How often does the customer service team receive repeat calls from customers?

What problem types generate the most repeat calls?

Which market city’s customer service team receives the most repeat calls?

• Daily first calls range from 328 to 1315 on average.

• The number of repeated calls per day ranges from 105 to 352 on average.

• There is a noticeable correlation between first calls and repeated calls, as they tend to follow the same trend.

• On days with lower first calls, the number of repeated calls is generally lower, and vice versa.

• Repeated calls account for approximately one-fourth (25%) of all calls.

• There are significant variations in the number of calls received by different call centers. Market 1 received the highest number of calls, with a total of 57,980, followed by Market 3 with 22,023 calls between January 1st and March 31st, 2022. Market 3 had the lowest number of calls, with only 5,176.

• Market 3 had the highest percentage of repeated calls compared to total calls. Approximately 31% of all calls made to Market 3 were repeated calls.

• Market 2 had the lowest percentage of repeated calls, accounting for only 15% of all calls made to Market 2.

• Market 1 falls in between, with 22% of the calls being repeated calls.

• Internet and Wi-Fi issues are consistently the most common reasons for repeated calls across all three markets.

• In Market 3, problems related to Account Management are the second most common reason for repeated calls, while Technical Troubleshooting takes the lead in Markets 1 and 2.

• Technical Troubleshooting is the second most common reason for repeated calls overall, but it is particularly prominent in Market 1.

The analysis of customer support calls reveals that approximately one-fourth (25%) of all calls are repeated calls, with 80% of those being related to issues regarding Internet and Wi-Fi, as well as Technical Troubleshooting. It is imperative for the company to prioritize addressing the root causes of these repeated calls to enhance customer satisfaction by effectively resolving queries on the first attempt. Additionally, the analysis across different markets highlights significant variations in call volumes and the occurrence of repeated calls. The company should seize the opportunity to gain insights from Market 3, which exhibits a notably lower percentage of repeated calls. Understanding the contributing factors behind this success can inform the development and implementation of effective practices across all markets. Adopting market-specific approaches will optimize customer support and reduce the occurrence of repeated calls, ultimately leading to improved customer experiences. 

Further analysis is necessary to investigate the following areas:

• Assess the demographic and geographic factors that may contribute to the variations in call volume and occurrence of repeated calls across different markets.

• Explore the specific customer needs and expectations in Market 1 that result in a higher number of repeated calls, as well as the potential gaps in customer support services that need to be addressed.

• Investigate the factors contributing to Market 3's significantly lower percentage of repeated calls, such as the effectiveness of customer support processes, proactive issue resolution, or customer education initiatives.

• Conduct a comprehensive analysis of the Internet and Wi-Fi issues and Technical Troubleshooting categories to identify common trends, recurring problems, and areas for improvement.

• Examine the effectiveness of current troubleshooting resources, self-service options, and technical support channels in resolving customer issues and reducing the need for repeated calls.

• Analyze customer feedback and sentiment data related to Internet and Wi-Fi issues and Technical Troubleshooting to gain insights into the specific pain points and areas for enhancement.

• Evaluate the training and skill development programs for customer support representatives to ensure they have the necessary expertise to address customer queries effectively on the first attempt.

• Consider implementing customer feedback mechanisms, such as post-call surveys or customer satisfaction ratings, to gather insights directly from customers regarding their experience with customer support and identify opportunities for improvement.

The raw data and the cleaning process are available in the appendix for those interested in viewing the details of the analysis.