Analyse call centre activities

Description

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.

Alternative labels

analysis of call centre activities
test call centre activities
scrutinise call centre activities
investigate call centre activities
analysing call centre activities
analyse call centre activity
search call centre activities

Skill type

skill/competence

Skill reusability level

cross-sector

Relationships with occupations

Essential skill

Analyse call centre activities is an essential skill of the following occupations:

Call centre analyst: Call centre analysts examine data regarding incoming or outgoing customer calls. They prepare reports and visualisation.
Call centre manager: Call centre managers set the objectives of the service per month, week, and day. They perform micromanagement of the results obtained in the centre in order to proactively react with plans, trainings, or motivational plans depending on the problems faced by the service. They strive for achievement of KPIs such as minimum operating time, sales per day, and compliance with quality parameters.

Optional skill

Analyse call centre activities is optional for these occupations. This means knowing this skill may be an asset for career advancement if you are in one of these occupations.

Service manager: Service managers are responsible for the supervision and coordination of the provision of different professional and technical services to customers. They ensure a smooth interaction with clients and high levels of satisfaction post-service. This occupation includes the provision of policing, correctional, library, legal and fire services.

 


 

References

  1. Analyse call centre activities – ESCO

 

Last updated on September 20, 2022