Telephone Operators

Description

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.

Tasks

Listen to customer requests, referring to alphabetical or geographical directories to answer questions and provide telephone information.
Suggest and check alternate spellings, locations, and/or listing formats to customers lacking details or complete information.
Offer special assistance to persons such as those who are unable to dial or who are in emergency situations.
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.
Provide assistance for customers with special billing requests.
Calculate and quote charges for services such as long-distance connections.
Monitor automated systems for placing collect calls and intervene for a callers needing assistance.
Perform clerical duties such as typing, proofreading, and sorting mail.
Consult charts to determine charges for pay-telephone calls, requesting coin deposits for calls as necessary.
Interrupt busy lines if an emergency warrants.
Provide relay service for hearing-impaired users.
Promote company products, services, and savings plans when appropriate.
Operate paging systems or other systems of bells or buzzers to notify recipients of incoming calls.
Update directory information.
Keep records of calls placed and received, and of related toll charges.

Knowledge

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.
English Language: Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
Communications and Media: Knowledge of media production, communication, and dissemination techniques and methods. This includes alternative ways to inform and entertain via written, oral, and visual media.
Telecommunications: Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems.
Clerical: Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.
Education and Training: Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects.

Skills

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.
Speaking: Talking to others to convey information effectively.
Service Orientation: Actively looking for ways to help people.
Social Perceptiveness: Being aware of others' reactions and understanding why they react as they do.
Critical Thinking: Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Reading Comprehension: Understanding written sentences and paragraphs in work related documents.

Abilities

Oral Expression: The ability to communicate information and ideas in speaking so others will understand.
Oral Comprehension: The ability to listen to and understand information and ideas presented through spoken words and sentences.
Speech Recognition: The ability to identify and understand the speech of another person.
Speech Clarity: The ability to speak clearly so others can understand you.
Written Comprehension: The ability to read and understand information and ideas presented in writing.

Work Activities

Updating and Using Relevant Knowledge: Keeping up-to-date technically and applying new knowledge to your job.
Interacting With Computers: Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
Communicating with Supervisors, Peers, or Subordinates: Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
Establishing and Maintaining Interpersonal Relationships: Developing constructive and cooperative working relationships with others, and maintaining them over time.
Resolving Conflicts and Negotiating with Others: Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
Getting Information: Observing, receiving, and otherwise obtaining information from all relevant sources.
Judging the Qualities of Things, Services, or People: Assessing the value, importance, or quality of things or people.

Work Context

Telephone: How often do you have telephone conversations in this job?
Spend Time Sitting: How much does this job require sitting?
Contact With Others: How much does this job require the worker to be in contact with others (face-to-face, by telephone, or otherwise) in order to perform it?
Deal With Unpleasant or Angry People: How frequently does the worker have to deal with unpleasant, angry, or discourteous individuals as part of the job requirements?
Frequency of Decision Making: How frequently is the worker required to make decisions that affect other people, the financial resources, and/or the image and reputation of the organization?
Importance of Repeating Same Tasks: How important is repeating the same physical activities (e.g., key entry) or mental activities (e.g., checking entries in a ledger) over and over, without stopping, to performing this job?
Indoors, Environmentally Controlled: How often does this job require working indoors in environmentally controlled conditions?
Deal With External Customers: How important is it to work with external customers or the public in this job?
Spend Time Making Repetitive Motions: How much does this job require making repetitive motions?
Spend Time Using Your Hands to Handle, Control, or Feel Objects, Tools, or Controls: How much does this job require using your hands to handle, control, or feel objects, tools or controls?

Interests

Conventional: Conventional occupations frequently involve following set procedures and routines. These occupations can include working with data and details more than with ideas. Usually there is a clear line of authority to follow.
Social: Social occupations frequently involve working with, communicating with, and teaching people. These occupations often involve helping or providing service to others.
Realistic: Realistic occupations frequently involve work activities that include practical, hands-on problems and solutions. They often deal with plants, animals, and real-world materials like wood, tools, and machinery. Many of the occupations require working outside, and do not involve a lot of paperwork or working closely with others.
Enterprising: Enterprising occupations frequently involve starting up and carrying out projects. These occupations can involve leading people and making many decisions. Sometimes they require risk taking and often deal with business.
Artistic: Artistic occupations frequently involve working with forms, designs and patterns. They often require self-expression and the work can be done without following a clear set of rules.
Investigative: Investigative occupations frequently involve working with ideas, and require an extensive amount of thinking. These occupations can involve searching for facts and figuring out problems mentally.

Work Style

Stress Tolerance: Job requires accepting criticism and dealing calmly and effectively with high stress situations.
Integrity: Job requires being honest and ethical.
Dependability: Job requires being reliable, responsible, and dependable, and fulfilling obligations.
Self Control: Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations.
Adaptability/Flexibility: Job requires being open to change (positive or negative) and to considerable variety in the workplace.
Attention to Detail: Job requires being careful about detail and thorough in completing work tasks.
Cooperation: Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude.
Independence: Job requires developing one's own ways of doing things, guiding oneself with little or no supervision, and depending on oneself to get things done.
Achievement/Effort: Job requires establishing and maintaining personally challenging achievement goals and exerting effort toward mastering tasks.
Concern for Others: Job requires being sensitive to others' needs and feelings and being understanding and helpful on the job.

Work Values

Relationships: 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: 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: Occupations that satisfy this work value allow employees to work on their own and make decisions. Corresponding needs are Creativity, Responsibility and Autonomy.
Achievement: 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.
Working Conditions: Occupations that satisfy this work value offer job security and good working conditions. Corresponding needs are Activity, Compensation, Independence, Security, Variety and Working Conditions.
Recognition: 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.

Related Occupations

Switchboard Operators, Including Answering Service

Credit Authorizers

Customer Service Representatives

Hotel, Motel, and Resort Desk Clerks

Interviewers, Except Eligibility and Loan

Receptionists and Information Clerks

Reservation and Transportation Ticket Agents and Travel Clerks

Computer Operators

Lay Titles

411 Directory Assistance Operator

Bilingual Operator

Central Office Operator

Change Number Operator

Charge Operator

Customer Service Assistant

Customer Service Representative

Directory Assistance Operator

Directory Operator

Emergency Operator

Information Operator

Information Specialist

Inward Toll Operator

Live Source Operator

Local Operator

Long Distance Billing Operator

Long Distance Operator (LD Operator)

Long Lines Operator

Operator

Rate Quoting Operator

Service Assistant

Telecommunications Operator

Telephone Operator

Toll Operator

Toll Relief Operator

Toll Service Observer

Traffic Administrator

Trouble Operator

National Wages and Employment Info

Median Wages (2008):: $15.79 hourly, $32,850 annual.

Employment (2008):: 10,710 employees