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The differences between call center analysts and call center representatives can be seen in a few details. Each job has different responsibilities and duties. While it typically takes 1-2 years to become a call center analyst, becoming a call center representative takes usually requires 6-12 months. Additionally, a call center analyst has an average salary of $47,153, which is higher than the $31,549 average annual salary of a call center representative.
The top three skills for a call center analyst include powerpoint, SQL and avaya. The most important skills for a call center representative are strong customer service, customer service, and patients.
| Call Center Analyst | Call Center Representative | |
| Yearly salary | $47,153 | $31,549 |
| Hourly rate | $22.67 | $15.17 |
| Growth rate | 10% | -4% |
| Number of jobs | 44,065 | 133,579 |
| Job satisfaction | - | 3 |
| Most common degree | Bachelor's Degree, 56% | High School Diploma, 37% |
| Average age | 42 | 40 |
| Years of experience | 2 | 12 |
Call center analysts monitor and provide actionable insight and assess customer experience during their interaction with the call center associates. The analysts collect information to help improve call center agents. They use an evaluation form to capture any important information. It is their responsibility to have a successful service delivery from entity to entity. They make certain that their enterprise contains consistent service output and establish monthly reports of the success of the company.
Call center representatives are employees who take customer calls in the company's contact center. They answer incoming calls related to their account. Call center representatives are trained on the company's products, policies, and guidelines. They are expected to know the ins and outs of every company product under their account before they are assigned to the operations floor. Once they are deemed efficient enough to handle calls, they begin to take customer inquiries and try to resolve them during the call. Call center representatives are expected to follow company policies and procedures and to meet the goals set by the company.
Call center analysts and call center representatives have different pay scales, as shown below.
| Call Center Analyst | Call Center Representative | |
| Average salary | $47,153 | $31,549 |
| Salary range | Between $32,000 And $68,000 | Between $25,000 And $39,000 |
| Highest paying City | Quincy, MA | Seattle, WA |
| Highest paying state | New York | Washington |
| Best paying company | Apple | University of California, Berkeley |
| Best paying industry | Energy | Finance |
There are a few differences between a call center analyst and a call center representative in terms of educational background:
| Call Center Analyst | Call Center Representative | |
| Most common degree | Bachelor's Degree, 56% | High School Diploma, 37% |
| Most common major | Business | Business |
| Most common college | Stanford University | - |
Here are the differences between call center analysts' and call center representatives' demographics:
| Call Center Analyst | Call Center Representative | |
| Average age | 42 | 40 |
| Gender ratio | Male, 48.8% Female, 51.2% | Male, 27.4% Female, 72.6% |
| Race ratio | Black or African American, 11.9% Unknown, 5.4% Hispanic or Latino, 15.9% Asian, 10.5% White, 55.8% American Indian and Alaska Native, 0.4% | Black or African American, 11.7% Unknown, 5.2% Hispanic or Latino, 20.6% Asian, 6.1% White, 55.7% American Indian and Alaska Native, 0.7% |
| LGBT Percentage | 11% | 7% |