Call Centre Analyst Business & Administration Technicians

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

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

Recommended Books

1 book

Call Center Continuity Planning

Jim Rowan, Sharon Rowan

2019

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

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

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.

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.

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

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 …

Extract exportable data from multiple sources.

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

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

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.

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 …

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 …

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

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

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

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

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

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

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 …

Recommended Books

1 book

Challenges to the Protection of Privacy Rights and Data Confidentiality

Abba Amsammi Elgujja, Au…

2022

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.

Implement policies, methods and regulations for data and information security in order to respect confidentiality, integrity and availability principles.

Create visual representations of data such as charts or diagrams for easier understanding.

Guarantee that employees' activities follow company regulations, as implemented through client and corporate guidelines, directives, policies and programmes.

Master foreign languages to be able to communicate in one or more foreign languages.

Recount events and facts which happened in professional contexts in a trustworthy manner.