Project Work: Analyzing Call and Chat Data
Objective:
Analyze calls and chats to identify the most common reasons for customer contact.
Tasks:
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Listen to calls and review chats to determine the primary reason for contact.
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Gather and document the top reasons for calls and chats.
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Review the current call-type options to determine whether any should be added or removed for greater accuracy.
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Discuss possible changes that could reduce the number of contacts.
Expected Outcome:
Assist the Specialty Department in creating a more efficient process and recommend changes that may reduce contact volume through AI, self-service, or other solutions.
Position Type/Expected Hours:
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Three hours per week
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Flexible schedule to accommodate the intern’s class schedule
Skills and Experience:
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Proficiency in Microsoft Outlook, Word, and Excel is helpful.
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Strong communication and collaboration skills.
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Analytical skills to interpret data and develop meaningful reports.
