Occupation

Telephone Operators

Human Advantage 70%

Significant human skills needed

AI Automation Risk Moderate Risk
3.8 / 10

Some tasks in this role may be augmented by AI, but human oversight and interpersonal skills remain important.

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.

Also Known As: 411 Directory Assistance Operator (411 Directory Assistance Op), Central Office Operator (CO Op), Change Number Operator (Change Number Op), Charge Operator (Charge Op), Communications Operator (Communications Op), Customer Service Assistant, Directory Assistance Operator (Directory Assistance Op), Directory Operator (Directory Op) +22 more

Video

Core Tasks

  1. Observe signal lights on switchboards, and dial or press buttons to make connections.
  2. 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.
  3. Listen to customer requests, referring to alphabetical or geographical directories to answer questions and provide telephone information.
  4. Update directory information.
  5. Suggest and check alternate spellings, locations, or listing formats to customers lacking details or complete information.
  6. Perform clerical duties such as typing, proofreading, and sorting mail.
  7. Offer special assistance to persons such as those who are unable to dial or who are in emergency situations.

Supplemental Tasks (7)

  1. Operate paging systems or other systems of bells or buzzers to notify recipients of incoming calls.
  2. Monitor automated systems for placing collect calls and intervene for a callers needing assistance.
  3. Interrupt busy lines if an emergency warrants.
  4. Provide assistance for customers with special billing requests.
  5. Provide relay service for users who are deaf or hard of hearing.
  6. Keep records of calls placed and received, and of related toll charges.
  7. Promote company products, services, and savings plans when appropriate.

Education & Training

Job Zone 2 Job Zone Two: Some Preparation Needed
Education: These occupations usually require a high school diploma.
Experience: Some previous work-related skill, knowledge, or experience is usually needed. For example, a teller would benefit from experience working directly with the public.
On-the-Job Training: Employees in these occupations need anywhere from a few months to one year of working with experienced employees. A recognized apprenticeship program may be associated with these occupations.

Education Level Distribution

Percentage of workers in this occupation with each education level.

High School Diploma - or the equivalent (for example, GED)
98%
Associate's Degree (or other 2-year degree)
2%
Some College Courses
0%

Technology & Tools

Hot Technologies

  • Microsoft Excel
  • Microsoft Office software
  • Microsoft Outlook
  • Microsoft PowerPoint
  • Microsoft Windows
  • Microsoft Word

Software (11)

  • Computer aided dispatch software
  • Handheld computer device software
  • Operating system software
  • Video conference software
  • Word processing software

Tools & Equipment (15)

  • 10-key calculators
  • Alarm system monitors
  • Computer laser printers
  • Copy machines
  • Electric typewriters
  • Laser facsimile machines
  • Mobile radios
  • Multiline telephone systems
  • Paging systems
  • Personal computers
  • Premise branch exchange PBX equipment
  • Secure voice equipment
  • Telephone headsets
  • Telephone switchboards
  • Voice over internet protocol VoIP systems

Where This Career Leads

Career progression organized by specialty track and experience level.

Emergency Response Public Service & Safety

Zone 2
Telephone Operators You are here
Zone 3
Police and Sheriff's Patrol Officers 78% match
Zone 4
Emergency Management Directors 76% match

Resume Builder

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Real Talk

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