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-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.

• Call routing

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

Skills

• Report call errors

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

• Gather data

  Extract exportable data from multiple sources.

• Have computer literacy

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

• Inspect data

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

• Complete evaluation forms of calls

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

• 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.

• 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.

• 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.

• 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.

• 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.

• Train staff on call quality assurance

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

• Analyse call performance trends

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

• Apply numeracy skills

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

• Provide objective assessments of calls

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

• 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.

• Run simulations

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

• 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.

Optional knowledge and skills

Source: Sisyphus ODB