Project — Business intelligence
Customer Retention Analytics
Retention and call-center analytics: retention rates, cancellation root causes, and team performance.
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
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