Telephone Operator

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Conventional, Social, Enterprising
Telephone operators operate communication systems such as the telephone, the switchboard, the intercom, two-way radio or public address systems, relaying incoming and interoffice calls to the correct parties. Calls are transferred and connections are made for outgoing calls.

They answer incoming calls, greet callers, provide information, transfer calls or take messages as needed and relay or deliver written or verbal messages. They answer simple questions about clients' businesses, using reference files, make phone calls as instructed. They may be asked to call people to inform them of phone calls, using paging or inter-office communication equipment.

Records of calls made and charges incurred may be kept, and messages may be time- and date-stamped for proper filing.

Other tasks may include monitoring alarm systems to ensure security conditions are maintained, contacting security staff members when necessary, using mobile radiotelephones and properly routing emergency calls, for example, to police or fire departments.

They also perform administrative tasks, such as proofreading, accepting orders, completing forms for sales orders, scheduling appointments and sorting mail. Information is provided and charges for long-distance calls are determined.

Telephone operators may arrange conference calls for businesses. In smaller organizations, general office tasks, such as typing and filing, may be part of the job.

Where does a switchboard operator work?

  • Telecommunications companies;
  • Government departments;
  • Municipalities;
  • Banks and building societies;
  • All kinds of businesses and organizations;
  • Hospitals;
  • Hotels;
  • Educational institutions;
  • Department stores.
Telephone Operator: what do they do?
Listen to customer requests, referring to alphabetical or geographic directories to answer questions and provide telephone information. 92%
Observe signal lights on switchboards and dial or press buttons to make connections. 90%
Suggest and review spellings, locations and/or alternative listing formats to customers who lack details or complete information. 89%
Operate switchboards and telephone systems to forward and complete connections, including those for local, long-distance, pay phone, mobile, person-to-person and emergency calls. 89%
Provide assistance to customers with special billing requests. 87%
Calculate and quote charges for services such as long-distance connections. 85%
Monitor automated systems for making collect calls and intervene for people who need help. 85%
Perform administrative tasks such as typing, proofreading and sorting mail. 81%
Consult tables to determine charges for pay telephone calls, requesting coin deposits for calls as needed. 80%
Offer special assistance to people who are unable to dial or who are in emergency situations. 76%