Fifa IVR Case Study
Project Overview
This case study, conducted as part of an application for a Data Engineer position at FIFA, was based on sample data and focused on analyzing year-to-date (YTD) metrics from FIFA’s Interactive Voice Response (IVR) system. The objective was to identify areas for optimization by cleaning, analyzing, and visualizing the data. Given the strict four-day timeframe, this project tested my ability to manage time effectively, solve problems under pressure, and apply technical skills in a professional context.
As my first professional case study for an interview, this was both a challenging and rewarding experience. It allowed me to showcase my technical expertise in data preprocessing, SQL analysis, and KPI reporting while gaining insights into opportunities for personal growth. The sample data provided a realistic scenario, enabling me to analyze FIFA’s IVR system and suggest actionable improvements grounded in the data.
Objective
To clean, manipulate, explore, and visualize FIFA's IVR data to provide insights into the system's performance and identify areas for optimization.
To create a comprehensive dashboard integrating data into Tableau, focusing on key performance indicators (KPIs) such as call volume, average handling time, and customer satisfaction.
Features
SQL Techniques: Aggregations, window functions, joins, subqueries, and data type conversions.
Data Analysis: Queries to identify IVR Instance trends, Effectiveness, Sources, and Languages.
Data Visualization: Creation of a Tableau dashboard to visualize key metrics and trends, enabling stakeholders to easily interpret the data.
Data Cleaning: Handling missing values, data type conversions, and ensuring data integrity for accurate analysis.
Data Transformation: ETL process to extract, transform, and load data into PostgreSQL for analysis.
SQL Visualization Script
'22 Case Management
Instance Origin Script
Instance Source Script
Instance Language Script
Total New Cases By Day
'23 Ticket Analysis
Total IVR Effectiveness Script
Weekday Vs. Weekend Instances Script
Standard Deviation of Topics Script
YOY Growth
2022 Instances Script
2023 Instances Script
Results and Recommendations
Language Utilization & Optimization
English accounted for 76% of IVR usage, while German had the lowest share at 2%. The most common topic of concern across all languages was “Already Submitted an Application,” comprising 19.44% of interactions.
To enhance engagement for non-English users, particularly German speakers, consider expanding localized options or addressing potential gaps in the IVR system for these audiences.
IVR Effectiveness & Usage Trends
With an 84% effectiveness rate in 2023, the IVR system successfully resolved most customer inquiries.
However, weekday usage far exceeded weekends, reflecting customer interaction patterns. To maintain high effectiveness, consider reinforcing weekday resources while exploring opportunities to increase weekend support availability, such as deploying targeted self-service options during off-peak times.
Outliers & Growth Opportunities
Usage spikes on dates like 06-07-22 (1,039 instances) and 18-08-23 (523 instances) highlight potential events or factors driving increased IVR demand. Additionally, the 78% year-over-year increase in usage from 2022 to 2023 underscores growing adoption.
Investigate these outliers to understand their causes, such as marketing campaigns or external events, and use these insights to predict and prepare for similar future surges.