---
name: call-centre-analyst
description: "Occupational skill for the role 'call centre analyst' (also: CRM data analyst, call centre reporting analyst, marketing data analyst, call center agent, trainee data analyst, call center analyst). Use when the user asks for typical call centre analyst work such as: typical call centre analyst responsibilities"
---

# Call Centre Analyst

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

## Core workflow


## How to use this skill

- Read [references/profile.md](references/profile.md) for the occupation profile and scope.
- Consult [references/tasks.md](references/tasks.md) for the full task and activity inventory.
- Check [references/skills.md](references/skills.md) for essential vs. optional competences.
- Check [references/tools.md](references/tools.md) for the software commonly used in this role.
- See [references/ai-skills.md](references/ai-skills.md) — matched external AI agent skills (per-source attribution).

## Key competences (essential)

- analyse call centre activities
- analyse call performance trends
- apply numeracy skills
- apply statistical analysis techniques
- call quality assurance management
- call routing
- call-centre technologies
- carry out statistical forecasts
- complete evaluation forms of calls
- comply with legal regulations
- create solutions to problems
- gather data
- have computer literacy
- inspect data
- perform data analysis

## Hot technologies

- Adobe Acrobat
- Apple macOS
- Facebook
- Google Docs
- Henry Schein Dentrix
- IBM SPSS Statistics
- Intuit QuickBooks
- MEDITECH software
- Microsoft Access
- Microsoft Excel

---
*Sources: ESCO v1.2.1 (http://data.europa.eu/esco/occupation/30ca97f4-a4fd-4189-a781-ac08f6b09b78), O*NET 30.3 (43-1011.00, manual nearest match). See manifest.json for licensing/attribution.*