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The differences between call center analysts and specialists can be seen in a few details. Each job has different responsibilities and duties. It typically takes 1-2 years to become both a call center analyst and a specialist. Additionally, a specialist has an average salary of $58,013, which is higher than the $47,153 average annual salary of a call center analyst.
The top three skills for a call center analyst include powerpoint, SQL and avaya. The most important skills for a specialist are patients, customer service, and work ethic.
| Call Center Analyst | Specialist | |
| Yearly salary | $47,153 | $58,013 |
| Hourly rate | $22.67 | $27.89 |
| Growth rate | 10% | 10% |
| Number of jobs | 44,065 | 358,433 |
| Job satisfaction | - | - |
| Most common degree | Bachelor's Degree, 56% | Bachelor's Degree, 49% |
| Average age | 42 | 42 |
| Years of experience | 2 | 2 |
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.
Specialists are employees who are responsible for specific tasks or activities in the department they are assigned to. The actions or tasks they work on are related to their educational background or work experiences. They are usually highly skilled in specializations related to the work they are assigned to. Specialists are also highly trained on the competencies that are required of their specialty. As such, they are focused on the skills and competencies that are needed to enhance their experience in their specific field further.
Call center analysts and specialists have different pay scales, as shown below.
| Call Center Analyst | Specialist | |
| Average salary | $47,153 | $58,013 |
| Salary range | Between $32,000 And $68,000 | Between $32,000 And $104,000 |
| Highest paying City | Quincy, MA | Jersey City, NJ |
| Highest paying state | New York | New Jersey |
| Best paying company | Apple | The Citadel |
| Best paying industry | Energy | - |
There are a few differences between a call center analyst and a specialist in terms of educational background:
| Call Center Analyst | Specialist | |
| Most common degree | Bachelor's Degree, 56% | Bachelor's Degree, 49% |
| Most common major | Business | Business |
| Most common college | Stanford University | Stanford University |
Here are the differences between call center analysts' and specialists' demographics:
| Call Center Analyst | Specialist | |
| Average age | 42 | 42 |
| Gender ratio | Male, 48.8% Female, 51.2% | Male, 47.5% Female, 52.5% |
| 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, 11.4% Unknown, 5.4% Hispanic or Latino, 16.4% Asian, 10.5% White, 55.9% American Indian and Alaska Native, 0.4% |
| LGBT Percentage | 11% | 11% |