Although most telephone numbers are dialed directly, some still require the assistance of a telephone operator. Telephone company central office operators help customers with person-to-person or collect calls or with special billing requests, such as charging a call to a third number or giving customers credit or a refund for a wrong number or a bad connection. Operators also are called upon to handle emergency calls and assist children or people with physical limitations.
Technological innovations have changed the responsibilities of central office operators. Electronic switching systems have eliminated the need for manual switching, and new systems automatically record information about the length and cost of calls into a computer that processes the billing statements. It is also now possible in most places to call other countries, person-to-person, or collect without the help of an operator. The task of responding to "intercept" calls (vacant, changed, or disconnected numbers) also is automated, and a computerized recording explains the reason for the interception and gives the new number. The monitoring and computing of charges on calls from pay telephones also have an automated function formerly performed by operators.
Directory assistance operators answer inquiries by accessing computerized alphabetical and geographical directories. They generally no longer read numbers; this is done by a computerized recording.
Many organizations like hotels and medical centers employ operators to run private branch exchange (PBX) switchboards. These switchboards, or PBX operators, connect interoffice or house calls, answer and relay outside calls, connect outgoing calls, supply information to callers, and record charges. Many also act as receptionists or information clerks, relaying messages or announcing visitors.
Operators also work in other settings. Telephone-answering-service operators manage switchboards to provide answering service for clients. Communication-center operators handle airport authority communication systems. For example, they use the public address system to page passengers or visitors. They also monitor electronic equipment alarms.
Private-branch-exchange service advisors, sometimes called customer instructors or telephone usage counselors, train switch- board operators. Service advisors monitor conversations between operators and customers to observe the operator's behavior, technical accuracy, and adherence to company policies.
Working Conditions
The hours of PBX or switchboard operators generally are the same as those of other clerical workers in the firm. In some organizations, they work 40 hours a week during regular business hours. Operators in hotels, hospitals, and other places -- where 24-hour telephone service is needed -- work shifts, even on holidays, and weekends. Telephone company operators generally work 32 1/2 to 37 1/2 hours a week. They also may work day, evening, or night shifts, which include weekends and holidays.
Some operators work split shifts, that is, they are on duty during the peak calling periods in the late morning and early evening and have time off in between. Telephone companies normally assign shifts by seniority, allowing the most experienced workers to choose when they will work. These operators, like all telephone company employees, may be subject to 24-hour call. In general, though, they work overtime only during emergencies.
Telephone company operators work at video display terminals in pleasant, well-lit, air-conditioned surroundings. But if the work site is not well designed, these operators may experience eyestrain and back discomfort.
The job of a telephone operator requires little physical exertion; during peak calling periods, however, the pace at the switch-board may be hectic. Telephone companies continually strive to increase operator efficiency, and this can create a tense work environment. An operator's work generally is quite repetitive and, in telephone companies, is closely supervised. Computerized pacing and monitoring by supervisors, combined with the rapid pace, may cause stress. Operators must sit for long periods and usually need supervisory approval to leave their work stations.
Employment
About three out of four work as PBX operators in hotels, hospitals, department stores, or other organizations. The remaining operators work in telephone companies. Roughly one-fifth of all operators work part-time, although relatively few of those employed by telephone companies are part-timers.
Training, Other Qualifications, and Advancement
Telephone operators should be pleasant, courteous, and patient. A clear, pleasing voice and good hearing are important. In addition to being a good listener, prospective operators should have good reading, spelling, and arithmetic skills. Good eye-hand coordination and manual dexterity are useful, as is an ability to work well under pressure. Many employers require operators to pass a physical examination. Some employers require a high school diploma. High school courses in speech, office practices, and business math provide a helpful background. Fluency in a foreign language is also looked upon favorably.
New operators are taught how to use the equipment. In telephone companies, classroom instruction lasts up to three weeks and is followed by on-the-job training. Classroom instruction covers time zones and geography so that central office operators understand rates and know where major cities are located. Tapes are used to familiarize trainees with the dial tone, busy signal, and other telephone sounds and to improve diction by giving them an opportunity to hear their own voices. Supervision continues after training is completed.
PBX operators who handle routine calls usually has somewhat shorter training period than telephone company operators. These workers usually are trained informally by experienced personnel, although, in some organizations, it may be by a telephone company instructor.
After one or two years of experience, telephone operators may be promoted to service assistant, aiding the supervisor by monitoring telephone conversations. Direct promotion to supervisor may also be possible in some companies. Operators advance to other clerical jobs or to telephone craft such as installer or repairer. Large firms may promote PBX operators to more responsible clerical positions; however, many businesses have limited advancement opportunities.
Job Outlook
Job opportunities for telephone operators are expected to be extremely limited over the next decade. Overall employment is expected to decline but variations in growth will occur in different groups of operators. Employment of operators in telephone companies is expected to decline sharply as automation continues to increase these workers' productivity and deregulations increase competition for phone service from other industries. Many telephone companies do not replace operators who leave and many are laying off operators, the number of switchboard or PBX operators is expected to grow, but more slowly than the average for all workers. Older switchboards that require operators to make connections are replaced by ones that route calls automatically, fewer operators will be needed. In addition, voice message systems have become outmoded as computers became smaller, cheaper, and more powerful. These systems record, store, play, and forward telephone messages- this type of work is currently performed by PBX operators. Callers need to speak to an operator and they may be helped by receptionists who have been trained to make telephone connections. However, many firms may still keep switchboard operators give a "personal touch," to the service as the new technology cannot give that personal touch.
Voice recognition technology, which gives computers capacity to understand speech and to talk back, is now here and has replaced many directory assistance operators.
Earnings
Telephone operators who work full-time earn a weekly salary of $398. The middle 50 percent earn between $285 and $513. The bottom 10 percent earn less at $227; the top 10 percent earn more than $604 a week.
Telephone company operators generally earn more than switchboard operators. Most telephone company operators are the members of the Communications Workers of America or the International Brotherhood of Electrical Workers.
Related Occupations
Other workers who provide information to the general public include customer service representatives, dispatchers, hotel clerks, information clerks, police aides, receptionists, reservation agents, and travel clerks.
Related D.O J. Jobs
These job titles are related to or more specific than the more general description given above. They will help you identify job options you may not otherwise discover. These descriptions are in the current edition of the Dictionary of Occupational Titles and classified by numerical order.
5.222-010 PRIVATE-BRANCH-EXCHANGE SERVICE ADVISER; 5.462-010 CENTRAL-OFFICE OPERATOR; 235.562-014 SWITCH-ARD OPERATOR, POLICE DISTRICT; 235.662-014 COMMUNICA-)N-CENTER OPERATOR; 235.662-018 DIRECTORY-ASSISTANCE ERATOR; 235.662-022TELEPHONE OPERATOR; 235.662-026 TELE-ONE-ANSWERING-SERVICE OPERATOR
Sources of Additional Information
For more details about employment opportunities, contact telephone company. For general information on the telephone industry and career opportunities contact:
?United States Telephone Association, Washington, DC 20005-2136
Q Communications Workers of America, Research Department, Washington, DC 20001
?International Brotherhood of Electrical Workers, Telecommunications Department, Washington, DC 20005
