PWC Power BI Virtual Internship

Introduction

This repository showcases the outcomes of tasks undertaken in the PwC Switzerland PowerBI Virtual Case Experience, designed by Forage. The virtual internship simulates the workflow of the Digital Accelerator team at PWC Switzerland, utilizing PowerBI to tell data stories and enhance the decision-making process.

Scenario

At PwC, we empower our 276,000 employees globally through continuous upskilling, fostering expertise in digital domains like data, automation, AI, and digital storytelling. The "Digital Accelerators" program, guided by your manager Giulia, propels individuals to become data Jedi and experts in PowerBI. An important client has already sought your assistance in visualizing their data, showcasing the immediate impact of your upskilling journey.

Technical Stack

• Data Cleaning
• Data Transformation
• Data Modeling
• Data Analysis
• Data Visualization
• Written Communication

Task List

This virtual experience program has 3 main tasks:

• Task 1 --- Call Center Dashboard
• Task 2 --- Customer Retention Dashboard
• Task 3 --- Diversity & Inclusion Dashboard

Task 1: Call Center Dashboard - visualizing customer and agent behavior

• Problem:
  • The manager at PhoneNow company is looking for transparency and insight into the Call Centre dataset to understand an accurate overview of long-term trends in customer and agent behavior.
• Objective:
  • Create a dashboard in Power BI for the Call Center manager that reflects all relevant Key Performance Indicators (KPIs) and metrics in the dataset.
• Possible KPIs include (but are 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

Data Visualization

Dashboard Outline:

• Call Center Overview (KPIs, Call Trends, and Agent Performance)

Task 2: Customer Retention Analysis Dashboard - visualizing customer demographics and insights

• Problem: The manager from the Customer Retention department is seeking help to understand their customer profiles and insights, particularly with a focus on retaining customers who are at risk.
• Objective:
  • Define proper KPIs
  • Create a self-explanatory dashboard for the customer retention manager that reflects all relevant Key Performance Indicators (KPIs) in the dataset
  • Write a summary to explain your findings and suggestions

Data Visualization

Dashboard Outline:

• Customer Churn Overview
• Demographics (Distribution & Key Influencers)
• Payments (Distribution & Key Influencers)
• Services (Distribution & Key Influencers)
• Insight & Suggestion

Task 3: Diversity & Inclusion Dashboard - visualizing gender balance and diversity

• Problem:
  • Human Resources at the telecom company is seeking assistance in advancing diversity and inclusion, especially in achieving gender balance at the executive management level. Despite their efforts, they have not observed any significant progress yet.
• Objective:
  • Define proper KPIs in hiring, promotion, performance, and turnover
  • Create a dashboard for the HR manager that reflects all relevant Key Performance Indicators (KPIs) in the dataset
  • Identify potential root causes for the slow progress in achieving gender balance at the executive management level

Data Visualization

Dashboard Outline:

• Diversity & Inclusion Overview
• Hiring
• Promotion
• Turnover
• Performance
• Executive Gender Balance
• Insight & Possible Root Causes