Telephone Operators
Overview
SaveJob Zone Two: Some Preparation Needed
Experience
Some previous work-related skill, knowledge, or experience is usually needed. For example, a teller would benefit from experience working directly with the public.
Education
These occupations usually require a high school diploma.
Job Training
Employees in these occupations need anywhere from a few months to one year of working with experienced employees. A recognized apprenticeship program may be associated with these occupations.
Examples
These occupations often involve using your knowledge and skills to help others. Examples include orderlies, counter and rental clerks, customer service representatives, security guards, upholsterers, tellers, and dental laboratory technicians.
Provide information by accessing alphabetical, geographical, or other directories. Assist customers with special billing requests, such as charges to a third party and credits or refunds for incorrectly dialed numbers or bad connections. May handle emergency calls and assist children or people with physical disabilities to make telephone calls.
Yearly Salary
| High: | $58K |
| Median: | $37K |
| Low: | $25K |
Demand
Core Tasks
- Observe signal lights on switchboards, and dial or press buttons to make connections.
- Operate paging systems or other systems of bells or buzzers to notify recipients of incoming calls.
- 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.
- Monitor automated systems for placing collect calls and intervene for a callers needing assistance.
- Suggest and check alternate spellings, locations, or listing formats to customers lacking details or complete information.
- Update directory information.
- Perform clerical duties such as typing, proofreading, and sorting mail.
- Offer special assistance to persons such as those who are unable to dial or who are in emergency situations.
- Interrupt busy lines if an emergency warrants.
- Provide assistance for customers with special billing requests.
- Provide relay service for users who are deaf or hard of hearing.
- Keep records of calls placed and received, and of related toll charges.
- Promote company products, services, and savings plans when appropriate.
Technology Skills
Technology
Example
Hot Technology
Tools Used
Tool
Example
Top 10 Knowledge Required
Customer and Personal Service
85%
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.
Telecommunications
75%
Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems.
Administrative
72%
Knowledge of administrative and office procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and workplace terminology.
English Language
64%
Knowledge of the structure and content of the English language including the meaning and spelling of words, and rules of composition and grammar.
Computers and Electronics
63%
Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
Administration and Management
52%
Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
Public Safety and Security
49%
Knowledge of relevant equipment, policies, procedures, and strategies to promote effective local, state, or national security operations for the protection of people, data, property, and institutions.
Education and Training
47%
Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects.
Personnel and Human Resources
45%
Knowledge of principles and procedures for personnel recruitment, selection, training, compensation and benefits, labor relations and negotiation, and personnel information systems.
Communications and Media
43%
Knowledge of media production, communication, and dissemination techniques and methods. This includes alternative ways to inform and entertain via written, oral, and visual media.
Top 10 Skills
Active Listening
80%
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.
Speaking
80%
Talking to others to convey information effectively.
Service Orientation
70%
Actively looking for ways to help people.
Social Perceptiveness
63%
Being aware of others' reactions and understanding why they react as they do.
Critical Thinking
60%
Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
Reading Comprehension
60%
Understanding written sentences and paragraphs in work-related documents.
Monitoring
55%
Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
Complex Problem Solving
53%
Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
Coordination
50%
Adjusting actions in relation to others' actions.
Time Management
50%
Managing one's own time and the time of others.
Top 10 Abilities
Oral Expression
83%
The ability to communicate information and ideas in speaking so others will understand.
Oral Comprehension
80%
The ability to listen to and understand information and ideas presented through spoken words and sentences.
Speech Clarity
80%
The ability to speak clearly so others can understand you.
Speech Recognition
80%
The ability to identify and understand the speech of another person.
Near Vision
60%
The ability to see details at close range (within a few feet of the observer).
Problem Sensitivity
60%
The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing that there is a problem.
Selective Attention
60%
The ability to concentrate on a task over a period of time without being distracted.
Written Comprehension
60%
The ability to read and understand information and ideas presented in writing.
Deductive Reasoning
58%
The ability to apply general rules to specific problems to produce answers that make sense.
Inductive Reasoning
58%
The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
Top 10 Work Activities
Getting Information
90%
Observing, receiving, and otherwise obtaining information from all relevant sources.
Working with Computers
88%
Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
Performing for or Working Directly with the Public
83%
Performing for people or dealing directly with the public. This includes serving customers in restaurants and stores, and receiving clients or guests.
Processing Information
82%
Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.
Documenting/Recording Information
81%
Entering, transcribing, recording, storing, or maintaining information in written or electronic/magnetic form.
Communicating with Supervisors, Peers, or Subordinates
79%
Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
Updating and Using Relevant Knowledge
78%
Keeping up-to-date technically and applying new knowledge to your job.
Interpreting the Meaning of Information for Others
72%
Translating or explaining what information means and how it can be used.
Establishing and Maintaining Interpersonal Relationships
70%
Developing constructive and cooperative working relationships with others, and maintaining them over time.
Communicating with People Outside the Organization
67%
Communicating with people outside the organization, representing the organization to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail.
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.
- Enter information into databases or software programs.
- Assist individuals with paperwork.
- Sort mail.
- Proofread documents, records, or other files to ensure accuracy.
- Assist disabled or incapacitated individuals.
- Discuss account status or activity with customers or patrons.
- Maintain call records.
- Promote products, services, or programs.
Education
Interests
Conventional
89%
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.
Social
66%
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.
Enterprising
48%
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.
Realistic
41%
Work involves designing, building, or repairing of equipment, materials, or structures, engaging in physical activity, or working outdoors. Realistic occupations are often associated with engineering, mechanics and electronics, construction, woodworking, transportation, machine operation, agriculture, animal services, physical or manual labor, athletics, or protective services.
Artistic
15%
Work involves creating original visual artwork, performances, written works, food, or music for a variety of media, or applying artistic principles to the design of various objects and materials. Artistic occupations are often associated with visual arts, applied arts and design, performing arts, music, creative writing, media, or culinary art.
Investigative
15%
Work involves studying and researching non-living objects, living organisms, disease or other forms of impairment, or human behavior. Investigative occupations are often associated with physical, life, medical, or social sciences, and can be found in the fields of humanities, mathematics/statistics, information technology, or health care service.
Work Values
Relationships
77%
Occupations that satisfy this work value allow employees to provide service to others and work with co-workers in a friendly non-competitive environment. Corresponding needs are Co-workers, Moral Values and Social Service.
Support
58%
Occupations that satisfy this work value offer supportive management that stands behind employees. Corresponding needs are Company Policies, Supervision: Human Relations and Supervision: Technical.
Independence
43%
Occupations that satisfy this work value allow employees to work on their own and make decisions. Corresponding needs are Creativity, Responsibility and Autonomy.
Achievement
39%
Occupations that satisfy this work value are results oriented and allow employees to use their strongest abilities, giving them a feeling of accomplishment. Corresponding needs are Ability Utilization and Achievement.
Recognition
39%
Occupations that satisfy this work value offer advancement, potential for leadership, and are often considered prestigious. Corresponding needs are Advancement, Authority, Recognition and Social Status.
Working Conditions
39%
Occupations that satisfy this work value offer job security and good working conditions. Corresponding needs are Activity, Compensation, Independence, Security, Variety and Working Conditions.