📞 Google Fiber Customer Service Analysis

🖼️ Dashboard Preview

![Repeat Calls]

** This dashboard shows which market and issue types generate the highest number if repoeat customer calls **

![Detailed Table]

** This table provides a detailed breakdown of call volume and repeat call patterns across markets and problem types **

![Day 0 & Day 1 Calls]

** This dashboard highlights how quickly customers call in the first quater of the year, focusing on the initial call and first repeat calls **

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🔍 About This Project

In this project, I analyzed customer service data to understand why customers call support and why some of them call back multiple times.

The goal was to identify patterns in repeat calls and find areas where customer service can be improved.

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🛠️ Tools Used

• Tableau
• Excel / Data Cleaning

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📊 What I Looked At

• Repeat calls across different markets
• Common problem types that lead to multiple calls
• Call patterns over time (monthly and daily)
• First call vs repeat call behavior

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💡 Key Insights

• Some problem types lead to significantly more repeat calls
• Certain markets experience higher repeat call volumes
• A large number of repeat calls happen shortly after the first call (Day 0 & Day 1)
• This suggests that many issues are not fully resolved on the first contact

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📈 Why This Matters

These insights can help:

• Improve first-call resolution
• Reduce repeat calls
• Focus on fixing the most common customer issues
• Improve overall customer experience

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🔗 View Dashboard

👉 [https://public.tableau.com/app/profile/nonye.obi]

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📌 What I Learned

This project helped me better understand customer behavior and how to use data to identify service gaps and improve decision-making.