Optimizing Customer Care Centre Performance: A Data Analytics Approach

Year : 2024 | Volume :11 | Issue : 01 | Page : 34-49
By

V. Vijayakumar

Pavithra S.

  1. HoD Department of Computer Science with Data Analytics, Sri Ramakrishna College of Arts & Science, Coimbatore Tamil Nadu India
  2. Student Department of Computer Science with Data Analytics, Sri Ramakrishna College of Arts & Science, Coimbatore Tamil Nadu India

Abstract

Customer care centres are essential in today’s competitive corporate environment for ensuring client loyalty and satisfaction. By utilizing data analytics approaches, one may gain important insights regarding performance overall, operational effectiveness, and customer interactions. Data analytics encompasses the analysing, interpretation, and extraction of valuable insights from data to aid decision-making and address intricate issues. Call centre analytics is the process of gathering and evaluating call data to assist companies in prioritizing their clients by offering a highly customized experience and exceeding their own targets for growth. This study covers the concepts of data analytics in customer care centre analysis data. The study presents an introduction to data analytics, its approaches, steps and applications. Then it clearly exhibits the overview of the problem, the challenges faced during solving it, followed by the data preparation and methodology used to solve the customer care centre challenges. Real time data is collected from the company which consists customer care data. The descriptive statistical approach involves summarizing and describing the key characteristics of a dataset. It includes the organization, summarization, and presentation of data in a meaningful manner to offer insights into the features of call centre data. A dashboard is created with different perspectives such as reason analysis, sentiment analysis and response time analysis. The detailed result analysis is presented in the graph format for better understanding. MS-Excel is used to analyse the data. It exhibits the results and insights from the problem solved. Dashboards provide for quick access to data, which facilitates improved decision-making. It is employed for data tracking, analysis, and presentation.

Keywords: Data analytics, exploratory data analysis, customer care analysis, dashboard analysis, statistical data analysis, descriptive data analysis

[This article belongs to Recent Trends in Programming languages(rtpl)]

How to cite this article: V. Vijayakumar, Pavithra S.. Optimizing Customer Care Centre Performance: A Data Analytics Approach. Recent Trends in Programming languages. 2024; 11(01):34-49.
How to cite this URL: V. Vijayakumar, Pavithra S.. Optimizing Customer Care Centre Performance: A Data Analytics Approach. Recent Trends in Programming languages. 2024; 11(01):34-49. Available from: https://journals.stmjournals.com/rtpl/article=2024/view=138937




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Regular Issue Subscription Review Article
Volume 11
Issue 01
Received February 16, 2024
Accepted March 15, 2024
Published April 4, 2024