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I hope this course helps you acquire some of the new skills you are seeking.
However, I don't think a BA needs to be technical in the sense of knowing programming languages/HTML/databases etc.
Some employers do actually ask for these sorts of skills - my advice - keep away from those roles.
There are other types of BA activities too - business processes; data intensive IT systems (where use cases aren't relevant)...
Now move to the actors. Call centre operatives, supervisors, managers. Are there customers who are actors? They definitely are if they can interact through IVR, chat or any other interface direct to the system in questions.
This is all covered in my Mastering Use Cases course - http://businessanalystmentor.com/mastering-use-ca...
Good luck Mahenderan!