BlissPoint Analytics

Occupation AtlasTelephone Operators

O*NET · 43-2021.00

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.

Also called 411 Directory Assistance Op · 411 Directory Assistance Operator (411 Directory Assistance Op) · Central Office Operator (CO Op) · Change Number Op · Change Number Operator (Change Number Op) · Charge Op · Charge Operator (Charge Op) · CO Op
49 more

Communications Op · Communications Operator (Communications Op) · Customer Service Assistant · Directory Assistance Op · Directory Assistance Operator (Directory Assistance Op) · Directory Op · Directory Operator (Directory Op) · Emergency Op · Emergency Operator (Emergency Op) · Information Op · Information Operator (Information Op) · Information Specialist · Inward Toll Op · Inward Toll Operator (Inward Toll Op) · LD Operator · Live Source Op · Live Source Operator (Live Source Op) · Local Op · Local Operator (Local Op) · Local Phone Op · Local Telephone Operator (Local Phone Op) · Long Distance Operator (LD Operator) · Long Lines Op · Long Lines Operator (Long Lines Op) · Op · Operator (Op) · PBX Operator · PBX Operator (Post Box Exchange Operator) · Phone Exchange Op · Phone Operator · Phone Operator (Telephone Operator) · Phone Secretary · Phone Secretary (Telephone Secretary) · Rate Quoting Op · Rate Quoting Operator (Rate Quoting Op) · Relief Op · Relief Operator (Relief Op) · Switchboard Op · Switchboard Op (Switchboard Operator) · TELECOM Op · TELECOM Op (Telecommunications Operator) · Telephone Exchange Operator (Phone Exchange Op) · Toll Op · Toll Operator (Toll Op) · Toll Relief Op · Toll Relief Operator (Toll Relief Op) · Toll Service Observer · Trouble Op · Trouble Operator (Trouble Op)

Job Zone 2 — Some Preparation NeededHolland code CSE35 skills on file

Compare with another occupationCompare with Medical Secretaries and Administrative Assistants

Job Zone

  1. 1
  2. 2
  3. 3
  4. 4
  5. 5

Zone 2: Some Preparation Needed

Some preparation. Usually a high school diploma, some previous work-related skill or experience, and a few months to a year of training with experienced workers.

Job Zone is O*NET's rating of how much education, experience and training an occupation typically needs — a property of the work, not of anyone doing it.

Occupational interest profile

CSEConventional · Social · Enterprising — the three strongest interests, in order

  • C Conventional6.21
  • S Social4.05
  • E Enterprising3.33
  • R Realistic3.23
  • I Investigative1.14
  • A Artistic1.00

RIASEC (Holland) interests on O*NET's 0–7 scale: what the work draws on, not what any individual prefers. Hover a row for what each dimension means.

Education and experience

The education level respondents say the job requires, and the most common answer for experience and training.

  • High School Diploma or the equivalent98%
  • Associate's Degree or other 2-year degree2%
Related work experience
Over 1 year, up to and including 2 years (52%)
On-site or in-plant training
Over 1 month, up to and including 3 months (56%)
On-the-job training
Over 1 month, up to and including 3 months (40%)

Typically associated skills

All 35 O*NET skills, most important first. Importance (1–5) says how much a skill matters here; level (0–7) says how much of it the work calls for, with O*NET's example of a nearby level. Neither is a proficiency rating of a person.

  • Active Listeningbasic4.03.6Level 4 looks like: Answer inquiries regarding credit references
  • Speakingbasic4.03.4Level 4 looks like: Interview applicants to obtain personal and work history
  • Service Orientation3.53.1Level 4 looks like: Make flight reservations for customers using an online booking site
  • Social Perceptiveness3.12.9Level 2 looks like: Notice that customers are angry because they have been waiting too long
  • Critical Thinkingbasic3.02.9Level 2 looks like: Determine whether a subordinate has a good excuse for being late
  • Reading Comprehensionbasic3.02.9Level 2 looks like: Read step-by-step instructions for completing a form
  • Monitoringbasic2.82.3Level 2 looks like: Proofread and correct a letter
  • Complex Problem Solving2.62.5Level 2 looks like: Lay out tools to complete a job
  • Coordination2.52.3Level 2 looks like: Schedule appointments for a medical clinic
  • Time Management2.52.0Level 2 looks like: Keep a monthly calendar of appointments
  • Writingbasic2.32.3Level 2 looks like: Write down a guest's order at a restaurant
  • Active Learningbasic2.32.0Level 2 looks like: Think about the implications of a news article for job opportunities
Show the other 23

Tasks

7 core · 7 supplemental

What people in this occupation do, as O*NET records it, core tasks first by importance (1–5).

  1. Observe signal lights on switchboards, and dial or press buttons to make connections.4.6
  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.4.5
  3. Listen to customer requests, referring to alphabetical or geographical directories to answer questions and provide telephone information.4.2
  4. Suggest and check alternate spellings, locations, or listing formats to customers lacking details or complete information.4.1
  5. Update directory information.4.1
  6. Offer special assistance to persons such as those who are unable to dial or who are in emergency situations.4.0
  7. Perform clerical duties such as typing, proofreading, and sorting mail.4.0
Show the other 7
  1. Operate paging systems or other systems of bells or buzzers to notify recipients of incoming calls.4.5
  2. Monitor automated systems for placing collect calls and intervene for a callers needing assistance.4.2
  3. Provide assistance for customers with special billing requests.3.9
  4. Interrupt busy lines if an emergency warrants.3.9
  5. Provide relay service for users who are deaf or hard of hearing.3.8
  6. Keep records of calls placed and received, and of related toll charges.3.8
  7. Promote company products, services, and savings plans when appropriate.3.7

Knowledge

Bodies of knowledge the work draws on.

  • Customer and Personal Service4.25.5Level 4 looks like: Be responsible for 10 children at daycare
  • Telecommunications3.83.0Level 4 looks like: Install a wireless internet router
  • Administrative3.63.8Level 4 looks like: Type 30 words per minute
  • English Language3.22.8
  • Computers and Electronics3.13.4Level 4 looks like: Use a computer to format a document
  • Administration and Management2.62.5Level 1 looks like: Approve a reimbursement request
  • Public Safety and Security2.42.3Level 1 looks like: Use a seatbelt
  • Education and Training2.32.4Level 1 looks like: Show someone how to bowl
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  • Personnel and Human Resources2.22.4Level 1 looks like: Fill out a medical claim form
  • Communications and Media2.11.8Level 1 looks like: Write a thank you note
  • Production and Processing1.8—
  • Sales and Marketing1.80.9Level 1 looks like: Sell cakes at a bake sale
  • Foreign Language1.71.2Level 1 looks like: Say "please" and "thank you" in a foreign language
  • Mathematics1.71.5Level 1 looks like: Add two numbers
  • Psychology1.70.9Level 1 looks like: Monitor several children on a playground
  • Economics and Accounting1.60.7Level 1 looks like: Answer billing questions from credit card customers
  • Geography1.60.8Level 1 looks like: Know the capital of the United States
  • Law and Government1.60.7Level 1 looks like: Describe the length of a U.S. presidential term
  • Medicine and Dentistry1.61.1Level 1 looks like: Use a band-aid
  • Philosophy and Theology1.51.3Level 1 looks like: Watch a TV show on family values
  • Sociology and Anthropology1.50.9Level 1 looks like: Identify two cultures in a story as being different
  • Engineering and Technology1.40.9Level 1 looks like: Install a door lock
  • Food Production1.3—
  • History and Archeology1.30.4Level 1 looks like: Take a class in US history
  • Transportation1.3—
  • Chemistry1.2—
  • Design1.2—
  • Fine Arts1.2—
  • Mechanical1.2—
  • Physics1.2—
  • Therapy and Counseling1.2—
  • Biology1.1—
  • Building and Construction1.1—

Abilities

Enduring capacities the work calls for.

  • Oral Expression4.13.8Level 4 looks like: Give instructions to a lost motorist
  • Oral Comprehension4.03.6Level 4 looks like: Understand a coach's oral instructions for a sport
  • Speech Clarity4.03.8Level 4 looks like: Make stadium-wide announcements during a sporting event
  • Speech Recognition4.04.1Level 4 looks like: Identify a former customer's voice over the phone
  • Near Vision3.02.9Level 2 looks like: Read indicators on the dashboard of a car
  • Problem Sensitivity3.02.9Level 2 looks like: Recognize that an unplugged lamp won't work
  • Selective Attention3.03.0Level 2 looks like: Answer a business call with coworkers talking nearby
  • Written Comprehension3.03.0Level 2 looks like: Understand signs on the highway
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  • Deductive Reasoning2.92.6Level 2 looks like: Know that a stalled car can coast downhill
  • Inductive Reasoning2.92.8Level 2 looks like: Decide what to wear based on the weather report
  • Information Ordering2.82.6Level 2 looks like: Follow the correct steps to make change
  • Written Expression2.82.6
  • Finger Dexterity2.62.4Level 2 looks like: Put coins in a parking meter
  • Auditory Attention2.52.0Level 2 looks like: Listen to a lecture while people nearby are talking
  • Category Flexibility2.52.3Level 2 looks like: Sort paintbrushes based on length
  • Flexibility of Closure2.52.1Level 2 looks like: Detect that your phone is ringing while at a concert
  • Perceptual Speed2.32.0Level 2 looks like: Sort mail according to ZIP codes with no time pressure
  • Hearing Sensitivity2.12.0Level 2 looks like: Notice a doorbell ringing
  • Speed of Closure2.12.1Level 3 looks like: Recognize a song after hearing only the first few notes
  • Arm-Hand Steadiness2.01.6Level 2 looks like: Light a candle
  • Control Precision2.01.6Level 2 looks like: Adjust a room light with a dimmer switch
  • Far Vision2.01.8Level 2 looks like: Read a roadside billboard
  • Manual Dexterity2.01.4Level 1 looks like: Screw a light bulb into a light socket
  • Mathematical Reasoning2.01.4Level 1 looks like: Determine how much 20 oranges will cost when they are priced at 5 for 4 dollars
  • Memorization2.01.5Level 1 looks like: Remember the number on your bus to be sure you get back on the right one
  • Time Sharing2.02.0Level 2 looks like: Listen to music while entering numbers into a spreadsheet
  • Fluency of Ideas1.91.8Level 2 looks like: Name four different uses for a screwdriver
  • Number Facility1.91.4Level 1 looks like: Add 2 and 7
  • Originality1.91.8Level 2 looks like: Use a credit card to open a locked door
  • Reaction Time1.91.1Level 2 looks like: Start to slow down the car when a traffic light turns yellow
  • Trunk Strength1.91.3Level 2 looks like: Sit up in an office chair
  • Visual Color Discrimination1.91.1Level 1 looks like: Separate laundry into colors and whites
  • Rate Control1.60.8Level 1 looks like: Ride a bicycle alongside a jogger
  • Visualization1.60.9
  • Wrist-Finger Speed1.60.6
  • Depth Perception1.50.5
  • Dynamic Strength1.50.5
  • Response Orientation1.50.5
  • Dynamic Flexibility1.0—
  • Explosive Strength1.0—
  • Extent Flexibility1.0—
  • Glare Sensitivity1.0—
  • Gross Body Coordination1.0—
  • Gross Body Equilibrium1.0—
  • Multilimb Coordination1.0—
  • Night Vision1.0—
  • Peripheral Vision1.0—
  • Sound Localization1.0—
  • Spatial Orientation1.0—
  • Speed of Limb Movement1.0—
  • Stamina1.0—
  • Static Strength1.0—

Work activities

Kinds of activity the work is made of.

  • Getting Information4.54.2Level 4 looks like: Review a budget
  • Working with Computers4.43.4Level 4 looks like: Write software for keeping track of parts in inventory
  • Performing for or Working Directly with the Public4.14.5Level 4 looks like: Sell shoes in a crowded shoe store
  • Processing Information4.13.4Level 4 looks like: Calculate the adjustments for insurance claims
  • Documenting/Recording Information4.03.6Level 4 looks like: Document the results of a crime scene investigation
  • Communicating with Supervisors, Peers, or Subordinates3.93.5Level 4 looks like: Report the results of a sales meeting to a supervisor
  • Updating and Using Relevant Knowledge3.93.9Level 4 looks like: Keep current on changes in maintenance procedures for repairing sports cars
  • Interpreting the Meaning of Information for Others3.63.0Level 4 looks like: Interpret how foreign tax laws apply to U.S. exports
Show all 41
  • Establishing and Maintaining Interpersonal Relationships3.54.4Level 4 looks like: Maintain good working relationships with almost all coworkers and clients
  • Communicating with People Outside the Organization3.33.1Level 4 looks like: Present information to potential clients about available services
  • Identifying Objects, Actions, and Events3.33.3Level 4 looks like: Judge the suitability of food products for an event
  • Judging the Qualities of Objects, Services, or People3.32.6
  • Training and Teaching Others3.32.7
  • Assisting and Caring for Others3.23.2Level 4 looks like: Help a medical patient find in-home assistance or healthcare
  • Evaluating Information to Determine Compliance with Standards3.12.8
  • Organizing, Planning, and Prioritizing Work3.12.9
  • Making Decisions and Solving Problems2.92.7
  • Monitoring Processes, Materials, or Surroundings2.93.0Level 4 looks like: Test electrical circuits
  • Analyzing Data or Information2.82.7
  • Coaching and Developing Others2.82.6
  • Resolving Conflicts and Negotiating with Others2.82.5Level 1 looks like: Apologize to a customer who complains about waiting too long
  • Developing Objectives and Strategies2.72.4Level 1 looks like: Plan the holiday schedule for an airline workforce
  • Estimating the Quantifiable Characteristics of Products, Events, or Information2.72.1Level 1 looks like: Estimate the size of household furniture to be shipped
  • Scheduling Work and Activities2.72.6
  • Inspecting Equipment, Structures, or Materials2.51.9Level 1 looks like: Check that doors to building are locked
  • Performing Administrative Activities2.51.8Level 1 looks like: Complete routine paperwork
  • Thinking Creatively2.42.4Level 1 looks like: Change the spacing on a printed report
  • Developing and Building Teams2.31.3Level 1 looks like: Encourage two coworkers to stick with a tough assignment
  • Providing Consultation and Advice to Others2.31.8Level 1 looks like: Work in a position that requires little advising of others
  • Repairing and Maintaining Electronic Equipment2.31.8Level 1 looks like: Use display settings to adjust a television picture
  • Staffing Organizational Units2.31.6Level 1 looks like: Work in a position that has minimal staffing requirements
  • Guiding, Directing, and Motivating Subordinates2.21.6Level 1 looks like: Work occasionally as a backup supervisor
  • Controlling Machines and Processes2.11.5Level 1 looks like: Operate a cash register
  • Performing General Physical Activities2.01.4Level 1 looks like: Walk between workstations in a small office
  • Coordinating the Work and Activities of Others1.90.9Level 1 looks like: Exchange information during a shift change
  • Handling and Moving Objects1.81.4Level 1 looks like: Change settings on copy machines
  • Monitoring and Controlling Resources1.81.3Level 1 looks like: Work as a server responsible for keeping track of utensils
  • Drafting, Laying Out, and Specifying Technical Devices, Parts, and Equipment1.61.0Level 1 looks like: Specify the lighting for a work area
  • Selling or Influencing Others1.6—
  • Repairing and Maintaining Mechanical Equipment1.5—
  • Operating Vehicles, Mechanized Devices, or Equipment1.4—

Work context

The conditions most characteristic of the work, on O*NET's 1–5 context scale.

  • Contact With Others5.0
  • Telephone Conversations5.0
  • Deal With External Customers or the Public in General4.7
  • Work With or Contribute to a Work Group or Team4.7
  • Face-to-Face Discussions with Individuals and Within Teams4.6
  • E-Mail4.5
  • Indoors, Environmentally Controlled4.3
  • Frequency of Decision Making4.2
  • Importance of Being Exact or Accurate4.2
  • Spend Time Making Repetitive Motions4.1

Technology

9 tools

Software used in this work. In demand: among the tools job postings for this occupation name most. Hot: often named in job postings across the economy.

In demand (1)

  • Microsoft Office softwarehot

Hot (5; 1 more marked hot above)

  • Microsoft Excel
  • Microsoft Outlook
  • Microsoft PowerPoint
  • Microsoft Windows
  • Microsoft Word
Other tools (3)
  • Computer aided dispatch software
  • Handheld computer device software
  • Video conference software

Related occupations

O*NET's own list of the occupations most related to this one, closest first.

  1. Switchboard Operators, Including Answering Service
  2. Receptionists and Information Clerks
  3. Telemarketers
  4. Office Clerks, General
  5. Customer Service Representatives
  6. Telecommunications Equipment Installers and Repairers, Except Line Installers
  7. Public Safety Telecommunicators
  8. Dispatchers, Except Police, Fire, and Ambulance
  9. Sales Representatives of Services, Except Advertising, Insurance, Financial Services, and Travel
  10. Reservation and Transportation Ticket Agents and Travel Clerks

ESCO equivalents

From the official ESCO–O*NET crosswalk, strongest match first. A broader occupation takes in this one; a narrower one is a part of it.

Closest occupations

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This page includes information from the O*NET 31.0 Database by the U.S. Department of Labor, Employment and Training Administration (USDOL/ETA), used under the CC BY 4.0 license; O*NET® is a trademark of USDOL/ETA. ESCO occupations and skills are from the European Commission's ESCO classification, and the occupation crosswalk is the official ESCO–O*NET mapping by the ESCO Secretariat with USDOL/ETA. This service uses the ESCO classification of the European Commission. BlissPoint Analytics has modified all or some of this information: skill, task and descriptor ratings are rounded to one decimal, and ESCO occupations show Job Zone and interests copied from a crosswalked O*NET occupation. USDOL/ETA has not approved, endorsed, or tested these modifications.