Profession call centre analyst

Call centre analysts examine data regarding incoming or outgoing customer calls. They prepare reports and visualisation.

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Personality Type

  • Enterprising / Conventional

Knowledge

  • Call routing

    The technique of placing calls from one point to another in the fastest possible way to avoid tolls and congestion.

  • Call-centre technologies

    The wide range of telecommunications hardware and software such as automated phone systems and communication devices.

  • Call quality assurance management

    Recording systems and monitoring procedures used in keeping track of call quality and methods for improvement.

Skills

  • Provide objective assessments of calls

    Ensure objective assessment of calls with customers; see that all company procedures are adhered to.

  • Write work-related reports

    Compose work-related reports that support effective relationship management and a high standard of documentation and record keeping. Write and present results and conclusions in a clear and intelligible way so they are comprehensible to a non-expert audience.

  • Carry out statistical forecasts

    Undertake a systematic statistical examination of data representing past observed behaviour of the system to be forecast, including observations of useful predictors outside the system.

  • Apply statistical analysis techniques

    Use models (descriptive or inferential statistics) and techniques (data mining or machine learning) for statistical analysis and ICT tools to analyse data, uncover correlations and forecast trends.

  • Train staff on call quality assurance

    Educate and train a staff of call centre agents, supervisors and managers in the Quality Assurance (QA) process.

  • Create solutions to problems

    Solve problems which arise in planning, prioritising, organising, directing/facilitating action and evaluating performance. Use systematic processes of collecting, analysing, and synthesising information to evaluate current practice and generate new understandings about practice.

  • Inspect data

    Analyse, transform and model data in order to discover useful information and to support decision-making.

  • Analyse call performance trends

    Analyse call quality and performance trends; provide recommendations for future improvement.

  • Comply with legal regulations

    Ensure you are properly informed of the legal regulations that govern a specific activity and adhere to its rules, policies and laws.

  • Report call errors

    Perform checks to ensure that call data have been entered correctly; report call errors to authorised personnel.

  • Perform data analysis

    Collect data and statistics to test and evaluate in order to generate assertions and pattern predictions, with the aim of discovering useful information in a decision-making process.

  • Run simulations

    Run simulations and audits to assess operability of newly implemented setups; detect errors for improvement.

  • Complete evaluation forms of calls

    Make up evaluation forms of calls; cover subjects such as client services, risk management, legal compliance, etc.

  • Have computer literacy

    Utilise computers, IT equipment and modern day technology in an efficient way.

  • Apply numeracy skills

    Practise reasoning and apply simple or complex numerical concepts and calculations.

  • Gather data

    Extract exportable data from multiple sources.

  • Analyse call centre activities

    Improve the customer satisfaction and the service level of a call centre by researching data such as call time, waiting time for customers and review company targets to seek measures to improve service level and customer satisfaction.

Optional knowledge and skills

report accounts of the professional activity information confidentiality ensure compliance with company regulations speak different languages apply information security policies teamwork principles deliver visual presentation of data

Common job titles

  • Incident response analyst
  • Workforce scheduling analyst
  • Quality analyst – customer service / transaction processing
  • Reporting analyst (call center)
  • Workflow analyst
  • Service desk analyst
  • Ohio_service desk analyst_call centre exp_w2
  • Sr analyst- telecommunications
  • Forecasting analyst
  • Senior systems analyst