The business problem
Keeping customers means understanding why they leave. This project tracks retention and cancellation metrics, digs into root causes, and measures team and operator performance.
What it covers
- Retention and cancellation rate tracking over time
- Call volume by channel and shift
- Root-cause analysis of cancellations and satisfaction drivers
- Team and operator performance matrix with CSAT and first-contact resolution
What the business gets
- Retention and cancellation trends in one view
- Evidence on what drives cancellations
- Team performance measured consistently
Technology
Power BI DAX Power Query
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