PwC SWITZERLAND- POWER BI JOB SIMULATION ON FORAGE
- Call Centre Trends
A Call Centre Manager at PhoneNow is looking for transparency and insight into the data that they have at the Call Centre. They need an accurate overview of long-term trends in customer and agent behavior.
Create a dashboard in Power BI that reflects all relevant Key Performance Indicators (KPIs) and metrics in the dataset. Get creative!
Possible KPIs include but not limited to:
- Overall customer satisfaction
- Overall calls answered/abandoned
- Calls by time
- Average speed of answer
- Agent's performance quadrant-> average handle time (talk duration) vs. calls answered
- Customer Retention
The telecom Retention Manager has scheduled a meeting with the engagement partner at PwC to cover points about customer retention.
Customers in the telecom industry are hard-earned and the retention department is here to get customers back in case of termination. They would like to know more about their customers: visualized clearly so that it's self-explanatory to the management.
Create a dashboard using the defined KPIs to reflect customer demographics and insights. Write a concise email to the engagement partner explaining your findings and providing suggestions for necessary changes based on the dashboard you've created.
- Diversity and Inclusion
Human Resources at telecom client is highly into diversity and inclusion. They've been working hard to improve gender balance at the executive management level, but they're not seeing any progress. At PwC Switzerland, clients are seeking support with diversity and inclusion. Companies need a workforce of diverse talents and backgrounds to succeed in an increasingly complex and heterogeneous world.
Calculating the following measures could help to define proper KPIs:
- # of men, # of women, # of leavers, % of employees promoted (FY21), % of women promoted, % of hires men, % of hires women, % turnover, Average performance rating: men, Average performance rating: women
Define relevant KPIs in hiring, promotion, performance and turnover, and create a visualization. Write what you think some root causes of their slow progress in achieving gender balance at the executive management level.
Achieving gender balance at the executive management level can be a complex and challenging goal, and here are some root causes for the slow progress in achieving gender balance at the executive management level:
1. Recruitment Practices: Biased or male-dominated recruitment processes may unintentionally favor male candidates. Organizations may also not actively seek out female candidates for executive roles.
2. Gender Bias and Stereotypes: Gender biases and stereotypes can impact how individuals are evaluated for leadership roles. Unconscious biases may lead to a preference for male candidates over equally or more qualified female candidates.
3. Unconscious Biases in Performance Evaluation: Unconscious biases in performance evaluations can lead to unequal recognition and opportunities for women within an organization.
Addressing these root causes requires a comprehensive and strategic approach. Organizations can focus on implementing diversity and inclusion initiatives, offering mentorship and sponsorship programs, and providing leadership development and training to ensure that women are prepared for executive roles. Additionally, promoting transparent promotion and succession planning processes, as well as addressing workplace culture and biases, is crucial for achieving gender balance at the executive management level. It's important to recognize that achieving gender balance is not just about equal representation but also about creating an inclusive and equitable work environment where all employees can thrive and advance in their careers.
In this simulation I:
- Completed a job simulation where I strengthened my Power BI skills to better understand clients and their data visualization needs.
- Demonstrated expertise in data visualization through the creation of Power BI dashboards that effectively conveyed KPIs, showcasing the ability to respond to client requests with well-designed solutions.
- Strong communication skills reflected in the concise and informative email communication with engagement partners, delivering valuable insights and actionable suggestions based on data analysis.
- Leveraged analytical problem-solving skills to examine HR data, particularly focusing on gender-related KPIs, and identified root causes for gender balance issues at the executive management level, highlighting a commitment to data-driven decision-making.
