Optimize AstroSage's call center operations by effectively allocating a 1 crore investment to enhance efficiency and profitability, while improving customer satisfaction and addressing operational challenges.
- Analyzed call data, performance metrics, and market trends to guide investments in AI chatbots and agent training.
- Identified key issues such as capacity challenges, first-time user satisfaction, and technical upgrades to enhance overall service delivery.
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Revenue Contribution 💰: Identified that 78.8% of the revenue comes from call services, while 21.2% comes from chat services. This insight helped in optimizing strategies to boost overall revenue.
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Customer Satisfaction ⭐: Improved customer satisfaction (baseline score: 2.93/5) by identifying improvement areas and implementing targeted strategies for call handling and service delivery.
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Wait Time Reduction ⏳: By analyzing peak call hours, we reduced wait times by 30 minutes during traffic surges, which contributed to a 15% boost in customer satisfaction.
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Operational Efficiency ⚙️: The analysis revealed that only 56.41% of calls are completed daily, emphasizing capacity challenges and highlighting the need for better alignment between staffing levels and peak traffic times.
- MS Excel 🗃️: Utilized Power Query, Pivot Tables, Data Visualization, Dashboards, Aggregating Functions, Lookup Functions, and Presentations to drive operational decisions.