Call centre analysts examine data regarding incoming or outgoing customer calls. They prepare reports and visualisation.
The duties of a call centre analyst typically include, but are not limited to:
- Providing information or services to customers or clients via phone or other communication channels such as email or chat
- Collaborating with other team members to provide exceptional customer service and meet company goals
- Analyzing data to determine customer needs, preferences, and buying patterns
- Identifying and resolving issues using knowledge of company policies and procedures
- Managing incoming calls by greeting callers, answering questions, and transferring them to appropriate individuals or departments within the company
- Handling incoming calls for sales, technical support, customer service, or other purposes
- Communicating with customers via email or social media platforms such as Facebook or Twitter
- Providing information about products and services to customers
- Training new employees to handle common customer service issues
The following job titles also refer to call centre analyst:
trainee data analyst
call centre reporting analyst
call centre operations analyst
customer data analyst
IT data analyst
assistant call centre analyst
senior data analyst
graduate data analyst
CRM data analyst
sales data analyst
assistant data analyst
contact centre analyst
call center agent
trainee call centre analyst
graduate call centre analyst
marketing data analyst
service desk analyst
senior call centre analyst
The work environment for a call centre analyst is usually in a call centre, which is a large room with many cubicles. The analyst works in a cubicle and has a computer, a telephone, and a headset. The analyst’s job is to listen to recorded phone calls and analyze them for customer service quality. The analyst may also be responsible for training call centre employees on how to improve their customer service skills.
Call centre analysts typically work in a team environment and may be required to work with other analysts to review calls and make recommendations. They may also be required to work with call centre managers to implement changes to improve customer service. Analysts typically work a regular 40-hour week but may be required to work overtime during busy periods.
Entry-level call centre analysts should have a high school diploma or equivalent and may also have a bachelor’s degree. Some employers may prefer candidates with a degree in business, communications or a related field. Relevant coursework includes business law, economics, statistics, psychology, marketing and accounting.
Call centre analysts typically receive on-the-job training to learn the specific processes and procedures of their role. Training may include shadowing current call centre analysts or learning from a supervisor or senior call centre analyst. Training may last a few days to a few months, depending on the company and the analyst’s experience.
ISCO skill level
ISCO skill level is defined as a function of the complexity and range of tasks and duties to be performed in an occupation. It is measured on a scale from 1 to 4, with 1 the lowest level and 4 the highest, by considering:
- the nature of the work performed in an occupation in relation to the characteristic tasks and duties
- the level of formal education required for competent performance of the tasks and duties involved and
- the amount of informal on-the-job training and/or previous experience in a related occupation required for competent performance of these tasks and duties.
Call centre analyst is a Skill level 3 occupation.
Call centre analyst career path
These occupations, although different, require a lot of knowledge and skills similar to call centre analyst.
Long term prospects
These occupations require some skills and knowledge of call centre analyst. They also require other skills and knowledge, but at a higher ISCO skill level, meaning these occupations are accessible from a position of call centre analyst with a significant experience and/or extensive training.
Essential knowledge and skills
This knowledge should be acquired through learning to fulfill the role of call centre analyst.
- Call routing: The technique of placing calls from one point to another in the fastest possible way to avoid tolls and congestion.
- Call quality assurance management: Recording systems and monitoring procedures used in keeping track of call quality and methods for improvement.
- Call-centre technologies: The wide range of telecommunications hardware and software such as automated phone systems and communication devices.
Essential skills and competences
These skills are necessary for the role of call centre analyst.
- 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.
- Provide objective assessments of calls: Ensure objective assessment of calls with customers; see that all company procedures are adhered to.
- Gather data: Extract exportable data from multiple sources.
- Train staff on call quality assurance: Educate and train a staff of call centre agents, supervisors and managers in the Quality Assurance (QA) process.
- 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.
- 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.
- Analyse call performance trends: Analyse call quality and performance trends; provide recommendations for future improvement.
- 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.
- 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.
- Apply numeracy skills: Practise reasoning and apply simple or complex numerical concepts and calculations.
- 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.
- Run simulations: Run simulations and audits to assess operability of newly implemented setups; detect errors for improvement.
- Inspect data: Analyse, transform and model data in order to discover useful information and to support decision-making.
- 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.
- Have computer literacy: Utilise computers, IT equipment and modern day technology in an efficient way.
- Complete evaluation forms of calls: Make up evaluation forms of calls; cover subjects such as client services, risk management, legal compliance, etc.
- Report call errors: Perform checks to ensure that call data have been entered correctly; report call errors to authorised personnel.
Optional knowledge and skills
This knowledge is sometimes, but not always, required for the role of call centre analyst. However, mastering this knowledge allows you to have more opportunities for career development.
- Information confidentiality: The mechanisms and regulations which allow for selective access control and guarantee that only authorised parties (people, processes, systems and devices) have access to data, the way to comply with confidential information and the risks of non-compliance.
- Teamwork principles: The cooperation between people characterised by a unified commitment to achieving a given goal, participating equally, maintaining open communication, facilitating effective usage of ideas etc.
Optional skills and competences
These skills and competences are sometimes, but not always, required for the role of call centre analyst. However, mastering these skills and competences allows you to have more opportunities for career development.
- Speak different languages: Master foreign languages to be able to communicate in one or more foreign languages.
- Ensure compliance with company regulations: Guarantee that employees’ activities follow company regulations, as implemented through client and corporate guidelines, directives, policies and programmes.
- Apply information security policies: Implement policies, methods and regulations for data and information security in order to respect confidentiality, integrity and availability principles.
- Report accounts of the professional activity: Recount events and facts which happened in professional contexts in a trustworthy manner.
- Deliver visual presentation of data: Create visual representations of data such as charts or diagrams for easier understanding.
ISCO group and title
3341 – Office supervisors
- Call centre analyst – ESCO
- Call Center Analyst Job Description: Salary, Duties, & More – Climb the Ladder
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