Telephone Operators
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.
Sample of reported job titles:
411 Directory Assistance Operator, Directory Assistance Operator, Information Specialist, Live Source Operator, Long Distance Operator (LD Operator), Telecommunications Operator, Telephone Operator, Toll Operator
Occupation-Specific Information
Tasks
- 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.
- 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.
Technology Skills
- Electronic mail software:Microsoft Outlook
- Helpdesk or call center software:Computer aided dispatch software
- Office suite software:Microsoft Office
- Operating system software:Handheld computer device software,Microsoft Windows
- Spreadsheet software:Microsoft Excel
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.
- Communicating with Supervisors, Peers, or Subordinates:Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
- 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.
- Establishing and Maintaining Interpersonal Relationships:Developing constructive and cooperative working relationships with others, and maintaining them over time.
Detailed Work Activities
- Answer telephones to direct calls or provide information.
- Assist disabled or incapacitated individuals.
- Assist individuals with paperwork.
- Calculate costs of goods or services.
- Discuss account status or activity with customers or patrons.
Work Context
- Telephone:100% responded"Every day"
- Spend Time Sitting:98% responded"Continually or almost continually"
- Contact With Others:97% responded"Constant contact with others"
- Deal With Unpleasant or Angry People:96% responded"Every day"
- Frequency of Decision Making:95% responded"Every day"
Worker Requirements
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.
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.
- 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.
Education
How much education does a new hire need to perform a job in this occupation? Respondents said:
- 84%High School Diploma - or the equivalent (for example, GED)
- 16%Less than a High School Diploma
Worker Characteristics
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 Clarity:The ability to speak clearly so others can understand you.
- Speech Recognition:The ability to identify and understand the speech of another person.
- Written Comprehension:The ability to read and understand information and ideas presented in writing.
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.
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
- 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.
- Adaptability/Flexibility:Job requires being open to change (positive or negative) and to considerable variety in the workplace.
- Self-Control:Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations.
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