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AccountancyISCO 3341

Call centre analyst

A call centre analyst is a person who analyses data about customer calls and turns it into reports that show what to change in how the line is run.

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Rate 5 of the 20 essential skills of this occupation (European ESCO data). No account needed.

create solutions to problems

provide objective assessments of calls

train staff on call quality assurance

perform data analysis

apply statistical analysis techniques

About call centre analyst

The analyst examines data from the telephone system on inbound and outbound calls: volumes through the day, waiting time, call length, abandoned calls and the share of matters resolved at first contact. The analyst also understands call queuing and how queue settings affect those figures.

The analyst carries out data analysis, applies statistical analysis techniques and produces forecasts: how many calls to expect in a given hour and how many people have to be at their stations then. Reports and visualisations are prepared from the results.

Call quality is another part of the work: the analyst carries out objective call assessments against a set scorecard, manages call quality assurance and trains staff in it. Solutions are found to the problems visible in the data: repeated questions, overloaded hours, matters passed between departments. Call recordings and call data are handled under data protection rules.

Key Work Functions

Core areas of responsibility for a call centre analyst.

1

Call Data Analysis and Quality Assessment

  • Review and analyze call recordings to evaluate adherence to quality standards
  • Inspect call quality data and complete detailed evaluation forms
  • Provide objective assessments of agent performance based on established criteria
  • Record and document call errors, compliance issues, and service failures
2

Statistical Analysis and Reporting

  • Apply statistical analysis techniques to identify patterns in call centre data
  • Analyze call performance trends and prepare comprehensive trend reports
  • Create visualizations and dashboards to communicate call centre metrics to stakeholders
  • Carry out statistical forecasts for call volume and service demand projections
3

Quality Assurance and Compliance

  • Ensure operations comply with legal regulations and data protection requirements
  • Develop and implement call quality assurance management protocols
  • Monitor call centre technologies and systems for compliance and optimal functionality
  • Report call errors and compliance violations to management for corrective action
4

Training and Staff Support

  • Train staff on call quality assurance standards and best practices
  • Gather feedback from agents and provide coaching on performance improvements
  • Identify skill gaps and support targeted training programs for staff development
  • Work collaboratively with supervisors to address performance issues and improve outcomes
5

Data Management and Problem-Solving

  • Gather and organize call centre data from multiple sources and systems
  • Perform data analysis to identify root causes of quality issues and performance gaps
  • Create solutions to operational problems based on analytical insights
  • Run simulations to test potential improvements and forecast impact
6

Work-Related Documentation and Communication

  • Write clear and comprehensive work-related reports documenting findings and recommendations
  • Develop computer literacy skills to operate call centre technologies effectively
  • Apply numeracy skills in data interpretation and statistical analysis
  • Communicate findings and recommendations clearly to diverse stakeholder audiences

European Skills Framework

Skills and knowledge areas required for this occupation based on European classification.

Essential (20)

call routingcall routingThe technique of placing calls from one point to another in the fastest possible way to avoid tolls and congestion.call quality assurance managementcall quality assurance managementRecording systems and monitoring procedures used in keeping track of call quality and methods for improvement.call-centre technologiescall-centre technologiesThe wide range of telecommunications hardware and software such as automated phone systems and communication devices.create solutions to problemscreate solutions to problemsSolve problems which arise in planning, prioritising, organising, directing/facilitating action and evaluating performance. Use systematic processes of collecting, analysing, and synthesising informat...provide objective assessments of callsprovide objective assessments of callsEnsure objective assessment of calls with customers. See that all company procedures are adhered to.train staff on call quality assurancetrain staff on call quality assuranceEducate and train a staff of call centre agents, supervisors and managers in the Quality Assurance (QA) process.perform data analysisperform data analysisCollect 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 techniquesapply statistical analysis techniquesUse 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 trendsanalyse call performance trendsAnalyse call quality and performance trends. Provide recommendations for future improvement.analyse call centre activitiesanalyse call centre activitiesResearch 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 regulationscomply with legal regulationsEnsure you are properly informed of the legal regulations that govern a specific activity and adhere to its rules, policies and laws.apply numeracy skillsapply numeracy skillsPractise reasoning and apply simple or complex numerical concepts and calculations.write work-related reportswrite work-related reportsCompose 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 intelligib...run simulationsrun simulationsRun simulations and audits to assess operability of newly implemented setups; detect errors for improvement.carry out statistical forecastscarry out statistical forecastsUndertake 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 literacyhave computer literacyUtilise computers, IT equipment and modern day technology in an efficient way.complete evaluation forms of callscomplete evaluation forms of callsMake up evaluation forms of calls; cover subjects such as client services, risk management, legal compliance, etc.inspect datainspect dataAnalyse, transform and model data in order to discover useful information and to support decision-making.report call errorsreport call errorsPerform checks to ensure that call data have been entered correctly; report call errors to authorised personnel.gather datagather dataExtract exportable data from multiple sources.
Optional (9) — show
information confidentialityinformation confidentialityThe 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 ...teamwork principlesteamwork principlesThe cooperation between people characterised by a unified commitment to achieving a given goal, participating equally, maintaining open communication, facilitating effective usage of ideas etc.speak different languagesspeak different languagesMaster foreign languages to be able to communicate in one or more foreign languages.use databasesuse databasesUse software tools for managing and organising data in a structured environment which consists of attributes, tables and relationships in order to query and modify the stored data.ensure compliance with company regulationsensure compliance with company regulationsGuarantee that employees' activities follow company regulations, as implemented through client and corporate guidelines, directives, policies and programmes.apply information security policiesapply information security policiesImplement policies, methods and regulations for data and information security in order to respect confidentiality, integrity and availability principles.report accounts of the professional activityreport accounts of the professional activityRecount events and facts which happened in professional contexts.deliver visual presentation of datadeliver visual presentation of dataCreate visual representations of data such as charts or diagrams for easier understanding.use spreadsheets softwareuse spreadsheets softwareUse software tools to create and edit tabular data to carry out mathematical calculations, organise data and information, create diagrams based on data and to retrieve them.

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Frequently asked questions

What does a call centre analyst do?

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

What skills does a call centre analyst need?

A call centre analyst needs 20 essential skills, including call routing, call quality assurance management, call-centre technologies, create solutions to problems, provide objective assessments of calls.

Will AI replace call centre analyst jobs?

The AI disruption score for call centre analyst is 82/100 (very high risk). Skills most exposed to automation: report call errors, call-centre technologies, analyse call centre activities. Most resilient: teamwork principles, speak different languages, have computer literacy.

AI Replacement Risk

82/ 100
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Quick Facts

SectorAccountancy
ISCO GroupBusiness and administration associate professionals
Essential Skills20

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