Contact Center & Reservation Performance

Business Problem

Management needed to see the full path from patient inquiry to reservation, conversion, attendance, and no-show, not isolated call-center metrics.

What I Built

Connected demand, service levels, agent productivity, hospitals, clinics, doctors, booking channels, conversions, cancellations, and no-shows in one Power BI operating view.

Scale

42K+ calls, 36K+ reservations, 5K+ inquiries, and 20+ agents monitored.

Outcome

Operations can identify where demand is lost, compare performance by hospital or agent, and act on the exact stage of the booking funnel that needs improvement.

Technology

Project Screenshots

Figures, names, and other identifying details shown in these dashboard screenshots have been randomized for privacy.