My responsibility includes analytics around customer satisfaction by reducing contact and complaint rate for my client which is one of the top energy and services providers of the UK. Some of the key projects on which I have worked are-
1. Contact-Complaint Analysis:
- Analysis of the repeat calls and the percentage of complaints on the back of repeat calls and the reasons leading to repeat calls as well as study of the behaviour of these customers, commonly known as Habitual and Multiple Callers (HAM).
2. Smart Metering:
- Profiling of customers with smart meter installs and study of the trend (contact and complaint rate) of these set of customers in comparison to cu...
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