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Telephone Operators

  • Business, Management and Administration

Tasks

What tasks do Telephone Operators perform?

  • Listen to customer requests, referring to alphabetical or geographical directories to answer questions and provide telephone information.

  • Suggest and check alternate spellings, locations, 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.


Knowledge

What do Telephone Operators need to know?

  • 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.

  • Telecommunications

    Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems.


Skills

What skills do Telephone Operators need?

  • 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.



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Data on career profiles are based on information supplied by the O*NET Program, sponsored by U.S. Department of Labor, Employment, and Training Administration.