Project Work:

Analyzing Call and Chat Data Objective:

Analyze calls and chats to identify the most common reasons for customer contact.

Tasks:

Listen to calls and review chats to determine the primary reason for contact. Gather and document the top reasons for calls and chats. Review the current call-type options to determine whether any should be added or removed for greater accuracy. 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:

Three hours per week Flexible schedule to accommodate the intern's class schedule

Skills and Experience:

Proficiency in Microsoft Outlook, Word, and Excel is helpful. Strong communication and collaboration skills. Analytical skills to interpret data and develop meaningful reports.