Telephone Operators

Career summary

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Telephone operators (also known as central office operators) help place local and long distance phone calls for people. They use switchboards and computer systems.

Sometimes callers need to know an area code, a telephone number, or an address. Operators look up this information in computerized directories. They also quote charges for long distance calls.

Telephone operators also help customers with special billing requests or problems. Sometimes operators help sell phone company services or plans. They may also interrupt phone calls during emergencies. In addition, they perform clerical duties, including typing, sorting mail, and filing.

Related careers

This career is part of the Business Management and Administration cluster of careers.

Related careers include:

• Customer Service Representatives
• General Office Clerks
• Hotel Desk Clerks
• Insurance Policy and Claims Clerks
• Interviewing Clerks
• License Clerks
• Medical Secretaries
• Receptionists

Military careers

• Communications Equipment Operators

Job duties

Task list

The following list of tasks is specific to telephone operators.

• Place telephone calls and forward messages for people.
• Proofread, sort mail, type, and do other clerical tasks.
• Keep records of phone calls made and received.
• Help callers with specific billing requests.
• Operate telephones, switchboards, and intercoms.
• Interrupt busy lines if there is an emergency.
• Type names and locations into computerized directory listings to find phone numbers. Inform caller of number.
• Determine and quote charges for long-distance calls.
• Find fee for pay-telephone calls, referring to charts.
• Place person-to-person calls.
• Help callers who have trouble using automated phone systems.
• May promote company products and services.

Common work activities

Telephone operators perform the following tasks. These tasks are common to many careers.

• Use computers
• Communicate with supervisors, peers, or subordinates
• Resolve conflicts and negotiate with others
• Get information needed to do the job
• Update and use job-related knowledge
• Establish and maintain relationships
• Document and record information
• Process information
• Explain the meaning of information to others
• Develop and build teams
• Analyze data or information
• Make decisions and solve problems
• Assist and care for others
• Judge the value of objects, services, or people
• Develop goals and strategies

Work requirements

Working conditions

In a typical work setting, telephone operators:

Interpersonal relationships

• Have a high level of social contact with customers. They constantly talk with them over the phone.
• Sometimes work as part of a team.
• Often are placed in conflict situations in which others may be unpleasant, angry, or rude.

Physical work conditions

• Always work indoors.
• Often share work space with other operators.

Work performance

• Must be highly accurate and make sure the details of their work are done. Errors could anger customers if they call the wrong number.
• Repeat the same activities over and over.
• Must match the pace of work with the speed of equipment.
• Regularly make minor decisions that impact customers. They usually act without talking to a supervisor first.
• Work in a somewhat stressful environment where customers are constantly calling in.

Hours/travel

• May work part time or full time.
• May work "split-shifts." For example, they might work during peak calling times in the late morning and then again in the early evening, with time off in between.
• May work days, evenings, weekends, and holidays.

Physical demands

Telephone operators frequently:

• Sit for long periods of time.
• Repeat the same movements.
• Use their hands to handle, control, or feel objects, tools, or controls.

It is important for telephone operators to be able to:

• Speak clearly so listeners can understand.
• Understand the speech of another person.

It is not as important, but still necessary, for telephone operators to be able to:

• Use fingers to grasp, move, or assemble very small objects.
• See details of objects that are less than a few feet away.
• See details of objects that are more than a few feet away.
• Hear sounds and recognize the difference between them.
• Focus on one source of sound and ignore others.
• Hold the arm and hand in one position or hold the hand steady while moving the arm.

Skills and abilities

Telephone operators need to:

Communicate

• Speak clearly so listeners can understand.
• Understand spoken information.
• Listen to others and ask questions.
• Understand written information.
• Read and understand work-related materials.

Reason and problem solve

• Concentrate and not be distracted while performing a task.
• Notice when something is wrong or is likely to go wrong.
• Analyze ideas and use logic to determine their strengths and weaknesses.

Work with people

• Look for ways to help people.
• Be aware of others' reactions and understand the possible causes.

Education and training

Educational programs

The programs of study listed below will help you prepare for the occupation or career cluster you are exploring.

Programs of study directly related to this occupation

• Office Support

Training

To work as a telephone operator, you typically need to:

• have a high school diploma or equivalent; and
• complete short-term, on-the-job training.

Education after high school

No formal education beyond high school is required for this occupation.

On-the-job training

Most telephone operators learn their skills on the job. Employers generally combine practical training with some classroom work. Training often lasts up to one month. Training covers topics such as the national time zones and geography. You usually learn ways to calculate fees for various types of phone calls. You also learn how to use various phone systems. You may listen to tapes of yourself to help improve your diction and courtesy.

Helpful high school courses

You should take a general high school curriculum that meets the state's graduation requirements . You will be required to take both math and science classes to graduate.

Helpful electives to take in high school that prepare you for this career include:

• Computer Fundamentals
• Geography
• Office Procedures

The courses listed above are meant to help you create your high school plan. If you have not already done so, talk to a school counselor or parent about the courses you are considering taking.

You should also check with a teacher or counselor to see if work-based learning opportunities are available in your school and community. These might include field trips, job shadowing, internships, and actual work experience. The goal of these activities is to help you connect your school experiences with real-life work.

Join some groups, try some hobbies, or volunteer with an organization that interests you. By participating in activities you can have fun, make new friends, and learn about yourself. Maybe one of them will help direct you to a future career. Here are examples of activities and groups  that may be available in your high school or community.

Things to know

Most employers require that telephone operators have a high school diploma or equivalent. Employers prefer applicants who have strong reading, spelling, and math skills. They prefer people with clear speech and good hearing. Employers look for computer literacy and typing skills. Knowledge of a foreign language is useful. Most companies prefer employees who can be courteous to customers while working in a hectic setting.

Many positions for experienced workers are filled by word of mouth.

Tips

Computer skills in word processing and accounting, and knowledge of how to use computers as a resource for information are important.

Job listings

Listed below are links to job categories from the National Labor Exchange that relate to this career. Once you get a list of jobs, you can view information about individual jobs and find out how to apply. If your job search finds too many openings, or if you wish to search for jobs outside of Washington, you will need to refine your search.

• Telephone Operators 

To get a listing of current jobs from the WorkSource system, go to the WorkSource website .

Wages

Wages vary by employer and area of the country. The operator's duties also affect wages.

Benefits vary by employer. Operators who work full time usually receive sick leave, paid vacation, and health insurance. 

Employment and outlook

Washington outlook

The table below provides information about the number of workers in this career in various regions. It also provides information about the expected growth rate and future job openings.

National employment

Major employers:

• Telephone companies
• Cell phone companies
• Telephone answering services
• Hospitals

National outlook

Demand for this occupation is significantly declining. Advances in technology are reducing the need for operators. Automated phone systems recognize human speech and do many of the tasks formerly performed by operators. Companies also set up call centers in foreign countries. Finally, callers can look up phone numbers and area codes on the Internet.

Even though the number of jobs is declining, openings will still occur as current operators retire or move into other occupations.

Other resources

US Telecom Association 
601 New Jersey Avenue, NW Suite 600
Washington, DC 20001
202.326.7300

Washington Business Week 
PO Box 1170
Renton, WA 98057
253.237.3545

References

Career cluster

• Business Management and Administration

Career path

• Conventional (Business Operations)

O*Net  occupation

• Telephone Operators (43-2021.00) 

O*Net job zone 

• Job Zone 2 - Some preparation needed. Some previous work-related skill, knowledge, or experience may be helpful in these occupations, but usually is not needed.

DOT occupations

• Central-office Operator (235.462-010) 
• Communication-center Operator (235.662-014) 
• Directory-assistance Operator (235.662-018) 
• Switchboard Operator, Police District (235.562-014) 
• Telephone Clerk, Telegraph Office (239.362-010) 
• Telephone Operator (235.662-022) 
• Telephone-answering-service Operator (235.662-026) 

Holland occupational clusters

• Conventional/Social/Enterprising
• Conventional/Social/Realistic

COPSystem

• Clerical