The document discusses a project to analyze repeat customer calls to the Google Fiber call center. The objectives are to understand why customers call more than once and how to reduce repeat calls and improve the customer experience. Key findings from dashboard analyses show that the call center typically resolves issues the first time, but technician troubleshooting and internet/WiFi issues generate the most repeat calls. Market 1 has fewer calls while Market 3 has more. Calls peak in March and on weekdays. Recommendations include additional training for agents and providing more self-help resources for customers.
3. Provide by Google fiber, help customer resolve any issues regarding the
service.service
Call center
4. Project objective
The team needs to understand how often
customers again phone customer support
after their first inquiry; this will help leaders
understand whether the team is able to
answer customer questions the first time.
Further, leaders want to explore trends in
repeat calls to identify why customers are
having to call more than once, as well as
how to improve the overall customer
experience.
5. Understanding the problems
01 Why customers are having to call more than
once?
02 How to reduce the number of calls after first
contact?
03 How to improve the overall customer
experience ?
6. Project timeline
Dashboards(TABLEAU
PUBLIC)
Create graphs and
dashboards
Complete key business documents
● Stakeholder
requirements
● Project
requirements
● Strategy
Create target table (BIGQUERY)
● Access and
upload the data
● Merge the
datasets
7. Market type
05
● Market 1
● Market 2
● Market 3
Call type
04
● Account management
● Technician troubleshooting
● Scheduling
● construction
● Internet and wifi
Number of calls after first
contacts
03 [contact_n_1; contact_n_7]
Number of calls (first
contacts)
02 contact_n
DATE
01
● Year 2022
● January,february ,march
Data collected
8. The datasets records repeat calls over seven-
day periods. The initial contact date is listed as
contacts_n. The other call columns are then
contacts_n_number of days since first call. For
example, contacts_n_6 indicates six days since
first contact.
9. Stakeholder Requirements Document: Google Fiber
BI Professional: Haendel Sebastian Rossignol
Client/Sponsor: Google Fiber customer service
Business problem: Why customers are having to call more than once?
How to reduce the number of calls after first contacts? How to
improve the overall customer experience. ?
Stakeholders: Emma Santigo , hiring manager; Keith Portone, Project
Manager; Minna Rah,lead BI analyst
Stakeholder usage details: NOT MENTIONED
Primary requirements:
A chart or table measuring repeat calls by their first contact date
A chart or table exploring repeat calls by market and problem type
Charts showcasing repeat calls by week, month, and quarter
10. Project requirements : Google Fiber
BI Analyst: Haendel Sebastian ROSSIGNOL
Client/Sponsor: Google Fiber customer service
Purpose: Reduce call volume by increasing customer satisfaction and improving operational
optimization.
Success criteria:
The project goal is to explore trends in repeat caller volume for a customer service
organization, and to provide stakeholders with insights about repeat call volumes in different
markets and the types of problems they represent.The success of the project will be measured
by the ability of the dashboard to clearly and accurately display repeat call volumes by market
and problem type, and to provide insights that are actionable for stakeholders. It will help the
call center service organization to identify areas for improvement and to reduce repeat call
volumes, which will improve customer satisfaction and reduce costs.
11. Strategy Document: Google fiber Call center
Name Team / Role Date
Haendel Sebastian
ROSSIGNOL
BI ANALYST -------------------
Proposer: Emma Santiago, Hiring Manager ;Keith Portone, Project
Manager;Minna Rah, Lead BI Analyst
Status: Under review
Primary dataset: Data of customer calls for markets
User Profiles : Used by Emma Santiago(hiring manager), Keith
Portone(project manager) , Minna Rah (lead BI Analyst), Ian
Ortega (BI Analyst), Sylvie Essa(BI Analyst) .
12. Dashboard Feature Request
Reference dashboard N/A
Access People with dashboard-viewing privileges: Emma Santiago, Keith
Portone, Minna Rah, Ian Ortega, Sylvie Essa
Scope Number of calls Number of repeat calls after first contactCall
typeMarket cityDate
Date filters and granularity Not mentioned
14. A chart or table
measuring repeat
calls by their first
contact date.
A chart or table
exploring repeat
calls by market and
problem type.
Charts showcasing
repeat calls by week,
month.
Analysis in 3 charts
Tableau link : https://public.tableau.com/views/GoogleFiberCallcenter/
15. Most of the time Google fiber call
center is able to answer customer’s
questions the first time . There’s far
more first contact inquiries then
repeat calls.
We need to understand ,why
customers are having to call more
than once?
16. Sort in descending order the
type of customer issues that
seems to generate more calls
are :
1- Technician Troubleshooting
2- Internet and wifi
3- Account management
4- Scheduling
5- Construction
Market 1 receives fewer calls
than the others.
Market 3 on the other hand
receives far more calls about
customer issues.
17. An analysis of calls per month
shows that the service
receives more calls in march.
There’s a significant influx of
calls on workdays.
18. Solution
Provide more training for call center representatives
so they can better assist customers with issues
Offer more self-help resources,such as online
tutorials or faqs, to help customers solve issues on
their own
Offer incentives to customers who provide their
feedback on the company’s services , so that the
company can better understand how to improve
19. Implement additional
training for the call center
representative that
covers active
listening,conflict
resolution, and product
knowledge
Create an online portal
that provides customers
with access to FAQS,
video tutorials, and other
ressources that can help
them resolve issues on
their own
Incentivize customers to
complete surveys after
interacting with a call
center representative,
you could offer discount,
free products , or other
rewards.
20. Improving customer services
is a critical component of any
business strategy. By
providing customers with
excellent service Google fiber
can reduce the number of
customer complaints and
increase customer loyalty.
