Telephone Operators
What is a Telephone Operator?
Telephone operators are professionals responsible for managing and facilitating telephone communications within various organizations and sectors. Historically significant in the evolution of telecommunications, telephone operators played a crucial role in connecting calls manually by plugging wires into switchboards. They were fundamental in ensuring that calls reached their intended destinations before the advent of automated systems.
In contemporary settings, telephone operators often work in call centers, reception areas, and customer service departments. Their duties can include answering incoming calls, directing calls to the appropriate personnel, taking messages, and providing information to callers. In many cases, they also handle customer inquiries and complaints, making strong communication skills essential for the role. Telephone operators may utilize advanced telephone systems, including VoIP and digital communication technologies, to enhance efficiency and customer service.
As the telecommunications landscape has shifted toward automation, the traditional role of the telephone operator has evolved. While many tasks are now performed by automated systems, the human touch remains vital in complex communication scenarios, especially in sectors such as healthcare, where operators might assist in emergency situations or provide sensitive information. Therefore, modern telephone operators often possess strong interpersonal skills, problem-solving abilities, and a keen understanding of the services provided by their organization.
Tasks
- Observe signal lights on switchboards, and dial or press buttons to make connections.
- Operate telephone switchboards and systems to advance and complete connections, including those for local, long distance, pay telephone, mobile, person-to-person, and emergency calls.
- Listen to customer requests, referring to alphabetical or geographical directories to answer questions and provide telephone information.
- Update directory information.
- Suggest and check alternate spellings, locations, or listing formats to customers lacking details or complete information.
Technology Skills
- Operating system software
- Presentation software
- Spreadsheet software
- Helpdesk or call center software
- Electronic mail software
Tools Used
- Premise branch exchange PBX systems
- Special purpose telephones
- Photocopiers
- Paging controllers
- Typewriters
Knowledge
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Customer and Personal Service
Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
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Telecommunications
Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems.
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Administrative
Knowledge of administrative and office procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and workplace terminology.
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English Language
Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
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Computers and Electronics
Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
Skills
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Active Listening
Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
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Speaking
Talking to others to convey information effectively.
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Service Orientation
Actively looking for ways to help people.
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Social Perceptiveness
Being aware of others' reactions and understanding why they react as they do.
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Critical Thinking
Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
Abilities
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Oral Expression
The ability to communicate information and ideas in speaking so others will understand.
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Oral Comprehension
The ability to listen to and understand information and ideas presented through spoken words and sentences.
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Speech Clarity
The ability to speak clearly so others can understand you.
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Speech Recognition
The ability to identify and understand the speech of another person.
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Near Vision
The ability to see details at close range (within a few feet of the observer).
Education
How much education does a new hire need to perform a job in this occupation?
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High school diploma or equivalent
or: GED, High School Equivalency Certificate
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Associate's degree
Work Activities
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Getting Information
Observing, receiving, and otherwise obtaining information from all relevant sources.
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Working with Computers
Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
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Performing for or Working Directly with the Public
Performing for people or dealing directly with the public. This includes serving customers in restaurants and stores, and receiving clients or guests.
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Processing Information
Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.
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Documenting/Recording Information
Entering, transcribing, recording, storing, or maintaining information in written or electronic/magnetic form.
Detailed Work Activities
- Operate communications equipment or systems.
- Answer telephones to direct calls or provide information.
- Search files, databases or reference materials to obtain needed information.
- Assist individuals with paperwork.
- Enter information into databases or software programs.
Work Interests
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Conventional
Work involves following procedures and regulations to organize information or data, typically in a business setting. Conventional occupations are often associated with office work, accounting, mathematics/statistics, information technology, finance, or human resources.
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Social
Work involves helping, teaching, advising, assisting, or providing service to others. Social occupations are often associated with social, health care, personal service, teaching/education, or religious activities.
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Enterprising
Work involves managing, negotiating, marketing, or selling, typically in a business setting, or leading or advising people in political and legal situations. Enterprising occupations are often associated with business initiatives, sales, marketing/advertising, finance, management/administration, professional advising, public speaking, politics, or law.
Job Outlook
Projected salary and job growth
$29770.0 - $59230.0
New job opportunities are less likely in the future. : Below Average
Assessment
Related assessments and tests
No assessment available.