RachelinTheLoop/call-center-analytics

Analyzing real-world toll-free customer care data from a multi-branch carwash business in Kenya to uncover trends, optimize service, and support business decisions. Built with Python, storytelling, and clean visual insights. # 📞 Premium Carwash Customer Care Call Analysis **Author: Rachel Odhiambo** ## Introduction This project delivers a comprehensive analysis of customer service call records from a **busy, premium 10-branch carwash business** that served hundreds of customers weekly. As the **customer care representative**, I personally received and documented each call through the official **toll-free line**, maintained monthly logs, and later structured this data for analytical purposes. Our toll-free customer care line handled everything from inquiries, bookings and service follow-ups to urgent complaints — reflecting the high expectations of our loyal, quality-conscious clientele. Despite this daily volume of interactions, much of the service data remained unstructured and underutilized. This analysis transforms **two years of manually documented call records** into clear, actionable business insights — helping inform staffing, improve service delivery, and support smarter branch-level decisions. --- ## Business Problem Customer care centers are crucial touchpoints — but often lack structured feedback loops. **This project answers:** - Why are customers calling? - When and where do most calls occur? - How are issues resolved across branches? - What can we learn to support staffing, scheduling, and training? By addressing these questions, we unlock practical improvements for service delivery and strategic operations. --- ## 🎯 Project Goals To transform raw call logs into **actionable, data-driven business intelligence**: - ✅ Identify high-demand periods for effective resource planning - ✅ Track top reasons for calls and how agents respond - ✅ Reveal location trends and high-traffic branches - ✅ Support customer-centric strategies using real-world insights --- ## 👥 Stakeholders & Value | Stakeholder | Value Delivered | |-------------------------|-----------------| | **Branch Managers** | Understand local trends & optimize workflows | | **Customer Ca …