Switchboard Operators, Including Answering Service
Operate telephone business systems equipment or switchboards to relay incoming, outgoing, and interoffice calls. May supply information to callers and record messages.
Sample of reported job titles:
CBX Operator (Computerized Branch Exchange Operator), Communication Specialist, Information Specialist, PBX Operator (Private Branch Exchange Operator), Switchboard Operator, Telecommunications Clerk, Telecommunications Operator
Occupation-Specific Information
Tasks
- Operate communication systems, such as telephone, switchboard, intercom, two-way radio, or public address.
- Answer incoming calls, greeting callers, providing information, transferring calls or taking messages as necessary.
- Page individuals to inform them of telephone calls, using paging or interoffice communication equipment.
- Relay or route written or verbal messages.
- Place telephone calls or arrange conference calls as instructed.
Technology Skills
- Data base user interface and query software:Microsoft Access
- Electronic mail software:IBM Notes,Microsoft Outlook
- Enterprise resource planning ERP software:SAP business and customer relations management software
- Office suite software:Microsoft Office
- Operating system software:Microsoft Windows
Occupational Requirements
Work Activities
- Working with Computers:Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
- Getting Information:Observing, receiving, and otherwise obtaining information from all relevant sources.
- Communicating with People Outside the Organization: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.
- 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.
Detailed Work Activities
- Answer customer questions about goods or services.
- Answer telephones to direct calls or provide information.
- Collect deposits, payments or fees.
- Execute sales or other financial transactions.
- File documents or records.
Work Context
- Telephone:93% responded"Every day"
- Contact With Others:91% responded"Constant contact with others"
- Deal With External Customers:86% responded"Extremely important"
- Frequency of Decision Making:81% responded"Every day"
- Indoors, Environmentally Controlled:73% responded"Every day"
Worker Requirements
Skills
- Speaking:Talking to others to convey information effectively.
- 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.
- Social Perceptiveness:Being aware of others' reactions and understanding why they react as they do.
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.
- Telecommunications:Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems.
- Administrative:Knowledge of administrative and office procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and workplace terminology.
- Computers and Electronics:Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
Education
How much education does a new hire need to perform a job in this occupation? Respondents said:
- 59%High School Diploma - or the equivalent (for example, GED)
- 24%Some College Courses
Worker Characteristics
Abilities
- Oral Comprehension:The ability to listen to and understand information and ideas presented through spoken words and sentences.
- Oral Expression:The ability to communicate information and ideas in speaking so others will understand.
- 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.
- Near Vision:The ability to see details at close range (within a few feet of the observer).
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.
- 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.
- Social:Social occupations frequently involve working with, communicating with, and teaching people. These occupations often involve helping or providing service to others.
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.
Work Styles
- Dependability:Job requires being reliable, responsible, and dependable, and fulfilling obligations.
- Integrity:Job requires being honest and ethical.
- Self-Control:Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations.
- Cooperation:Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude.
- Concern for Others:Job requires being sensitive to others' needs and feelings and being understanding and helpful on the job.
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