Role of a Data Analyst in the Call Center

Over the past few years, we have witnessed a remarkable expansion of Data Analytics, Machine Learning and Artificial Intelligence across various  industry.With the signification growth of data analytics in every sector the demand of skilled data analyst is also very high. Needless to say that the call industry is no longer behind in the field of data analytics.

Role of a Data Analyst in a Call Center

Although, the field of Data Analytics and Machine Learning is vast, which is difficult to cover through a blog, but if we talk about the call center industry, then data analytics is capable of completely changing the approach of the call center industry.

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How is it possible and what is the role of Data Analyst in the Call Center?, that’s what we will discuss in today’s episode of CallCentertalks.

At the end of the blog in the comment box, you can share your views about this article and feedback.

Without further ado, let’s start the topic:

“Role of a Data Analyst in the Call Center” but before that let’s first understand:

What is a Data Analyst?

“A Data Analyst is one who gathers, cleans, and analyzes the data by using statistical approaches and methods, further sharing observations, and interpreting the trend of business for an organization.”

Now let’s discuss  5 major roles performed by a “Data Analyst” in an a call center.

Role of a Data Analyst in the Call Center

1.Provide Insights:

One of the primary and main tasks performed by the data analyst in an organization, especially in the customer service industry, is to provide meaningful insights , which can be further implemented to improve the process matrix.

In call center industry where every metric directly impacts the process revenue, they look for an individual who has sharp analytical skills and can find the root cause of the low performance on metrics and share the recommendations to improve the metrics performance.

2. Business Intelligence:

The other role of a data analyst is to analyze the data of any given business and identify the trend of business growth or decline. A data analyst uses various business intelligence tools e.g. Power BI, Tableau and Python etc. to analyze the business.

Needless to mention that a data analyst must be a pro in utilizing business intelligence tools.

Post analyzing the business the data analyst also shares the root cause and possible recommendation to improve the business.

Hence we can say that a data analyst also works as a business analyst.

3. Tools creation:

In a few organizations, one major role performed by the Data analyst is creating different tools and calculators for call center usage.

Let’s suppose a call center is struggling to attain the target NPS a data analyst can create a NPS calculator for the call center team, in which they can enter the daily NPS target, and trending NPS. The calculator will show them how many promotors are required to achieve the desired target.

Likewise, a calculator can be created for AHT, CSAT and other call center metrics.

In addition to calculator, a data analyst can also create tools e.g. verbatim tools, sentiment analysis tools, segmentation tool , to  assess the customer sentiment and other behaviors. 

4. Publish reports and prepare decks:

In a call center, clients may ask for different reports at any point in time or the operations team can ask to prepare any ad-hoc report, hence the role of a data analyst is to cater the request and prepare and publish it to the Ops team or client when required. 

These reports may contain daily/weekly insights, metric performance reports, BQM performant reports, and action plans to improve performance. 

In addition to preparing reports, the data analyst is also responsible to prepare a performance deck for Operations.

5. Attend reviews and meetings:

The description of a data analyst also states that he/she should work closely with operations and other teams on process improvement.

In addition to the above-mentioned roles and responsibilities, the data analyst is also responsible to attend monthly /weekly performance reviews along with the operations, Training, and Quality team and working on the feedback shared by the client along with other departments.

Also read: Types of reviews in call center

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