Telephone Operators
Tasks Include:
- 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.
The data sources for the information displayed here include: O*NET™; US Department of Labor (BLS); Virginia Workforce Connection. (Using onet28)
Projections Quick View:
Virginia: No Data
National: -25.0%
Education
High School Diploma
Job Zone:
Two: Some Preparation Needed
Income Range:
Moderately High ($36,000 - $49,999)
Median Earnings:
National
$38,330.00
State
$43,460.00
Regional
Telephone Operators
Description
Career Cluster: | Business, Management & Administration |
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.
The data sources for the information displayed here include: O*NET™. (Using onet28)
Telephone Operators
Education
Required Level of Education
- High School Diploma - or the equivalent (for example, GED) = 83.61%
- Less than a High School Diploma = 15.61%
- Post-Secondary Certificate - awarded for training completed after high school (for example, in agriculture or natural resources, computer services, personal or culinary services, engineering technologies, healthcare, construction trades, mechanic and repair technologies, or precision production) = 0.77%
Related Work Experience
- None = 62.60%
- Over 6 months, up to and including 1 year = 30.45%
- Over 1 year, up to and including 2 years = 3.76%
- Over 3 months, up to and including 6 months = 2.17%
- Over 2 years, up to and including 4 years = 1.02%
On-Site or In-Plant Training
- Up to and including 1 month = 71.50%
- Over 1 month, up to and including 3 months = 14.92%
- None = 13.05%
- Over 3 months, up to and including 6 months = 0.54%
On-the-Job Training
- Anything beyond short demonstration, up to and including 1 month = 45.45%
- None or short demonstration = 32.13%
- Over 3 months, up to and including 6 months = 14.44%
- Over 1 month, up to and including 3 months = 7.98%
The data sources for the information displayed here include: O*NET™. (Using onet28)
Telephone Operators
Tasks
Core Tasks Include:
- 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.
Supplemental Tasks Include:
- 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.
- Provide assistance for customers with special billing requests.
- Calculate and quote charges for services such as long-distance connections.
- Monitor automated systems for placing collect calls and intervene for a callers needing assistance.
- Perform clerical duties such as typing, proofreading, and sorting mail.
- Consult charts to determine charges for pay-telephone calls, requesting coin deposits for calls as necessary.
- Interrupt busy lines if an emergency warrants.
- Provide relay service for hearing-impaired users.
- Promote company products, services, and savings plans when appropriate.
- Operate paging systems or other systems of bells or buzzers to notify recipients of incoming calls.
- Update directory information.
- Keep records of calls placed and received, and of related toll charges.
The data sources for the information displayed here include: O*NET™. (Using onet28)
Telephone Operators
Knowledge
% | Subject | Description |
---|---|---|
89.75 | 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. |
81.25 | English Language | Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar. |
57.00 | Telecommunications | Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems. |
52.00 | 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. |
The data sources for the information displayed here include: O*NET™. (Using onet28)
Telephone Operators
Skills
% | Subject | Description |
---|---|---|
75.00 | 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. |
75.00 | Speaking | Talking to others to convey information effectively. |
68.75 | Service Orientation | Actively looking for ways to help people. |
56.25 | Social Perceptiveness | Being aware of others' reactions and understanding why they react as they do. |
50.00 | Reading Comprehension | Understanding written sentences and paragraphs in work-related documents. |
50.00 | Critical Thinking | Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems. |
The data sources for the information displayed here include: O*NET™. (Using onet28)
Telephone Operators
Abilities
% | Subject | Description |
---|---|---|
87.50 | Oral Expression | The ability to communicate information and ideas in speaking so others will understand. |
81.25 | Oral Comprehension | The ability to listen to and understand information and ideas presented through spoken words and sentences. |
78.25 | Speech Clarity | The ability to speak clearly so others can understand you. |
72.00 | Speech Recognition | The ability to identify and understand the speech of another person. |
56.25 | Written Comprehension | The ability to read and understand information and ideas presented in writing. |
53.25 | Selective Attention | The ability to concentrate on a task over a period of time without being distracted. |
50.00 | Problem Sensitivity | The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing that there is a problem. |
The data sources for the information displayed here include: O*NET™. (Using onet28)
Telephone Operators
Work Activities
% | Subject | Description |
---|---|---|
86.00 | Working with Computers | Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information. |
82.25 | Communicating with Supervisors, Peers, or Subordinates | Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person. |
74.75 | Resolving Conflicts and Negotiating with Others | Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others. |
70.00 | Getting Information | Observing, receiving, and otherwise obtaining information from all relevant sources. |
68.75 | Updating and Using Relevant Knowledge | Keeping up-to-date technically and applying new knowledge to your job. |
68.75 | Establishing and Maintaining Interpersonal Relationships | Developing constructive and cooperative working relationships with others, and maintaining them over time. |
65.00 | Documenting/Recording Information | Entering, transcribing, recording, storing, or maintaining information in written or electronic/magnetic form. |
62.25 | Processing Information | Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data. |
59.75 | Interpreting the Meaning of Information for Others | Translating or explaining what information means and how it can be used. |
57.50 | Developing and Building Teams | Encouraging and building mutual trust, respect, and cooperation among team members. |
54.50 | Analyzing Data or Information | Identifying the underlying principles, reasons, or facts of information by breaking down information or data into separate parts. |
54.25 | Making Decisions and Solving Problems | Analyzing information and evaluating results to choose the best solution and solve problems. |
54.00 | Assisting and Caring for Others | Providing personal assistance, medical attention, emotional support, or other personal care to others such as coworkers, customers, or patients. |
53.75 | Judging the Qualities of Objects, Services, or People | Assessing the value, importance, or quality of things or people. |
52.75 | Developing Objectives and Strategies | Establishing long-range objectives and specifying the strategies and actions to achieve them. |
49.50 | 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. |
The data sources for the information displayed here include: O*NET™. (Using onet28)
Telephone Operators
Work Styles
% | Subject | Description |
---|---|---|
98.25 | Stress Tolerance | Job requires accepting criticism and dealing calmly and effectively with high-stress situations. |
96.25 | Integrity | Job requires being honest and ethical. |
95.25 | Dependability | Job requires being reliable, responsible, and dependable, and fulfilling obligations. |
92.00 | Self-Control | Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations. |
92.00 | Adaptability/Flexibility | Job requires being open to change (positive or negative) and to considerable variety in the workplace. |
89.25 | Attention to Detail | Job requires being careful about detail and thorough in completing work tasks. |
89.00 | Cooperation | Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude. |
82.50 | Independence | Job requires developing one's own ways of doing things, guiding oneself with little or no supervision, and depending on oneself to get things done. |
76.75 | Achievement/Effort | Job requires establishing and maintaining personally challenging achievement goals and exerting effort toward mastering tasks. |
75.50 | Concern for Others | Job requires being sensitive to others' needs and feelings and being understanding and helpful on the job. |
73.75 | Persistence | Job requires persistence in the face of obstacles. |
66.75 | Initiative | Job requires a willingness to take on responsibilities and challenges. |
64.50 | Social Orientation | Job requires preferring to work with others rather than alone, and being personally connected with others on the job. |
60.00 | Innovation | Job requires creativity and alternative thinking to develop new ideas for and answers to work-related problems. |
60.00 | Analytical Thinking | Job requires analyzing information and using logic to address work-related issues and problems. |
49.50 | Leadership | Job requires a willingness to lead, take charge, and offer opinions and direction. |
The data sources for the information displayed here include: O*NET™. (Using onet28)
Telephone Operators
Work Values
% | Subject | Description |
---|---|---|
72.17 | 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. |
50.00 | 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. |
The data sources for the information displayed here include: O*NET™. (Using onet28)
Telephone Operators
Work Context
% | Subject | Description |
---|---|---|
100.00 | Telephone | How often do you have telephone conversations in this job? |
99.60 | Spend Time Sitting | How much does this job require sitting? |
99.00 | Deal With Unpleasant or Angry People | How frequently does the worker have to deal with unpleasant, angry, or discourteous individuals as part of the job requirements? |
98.20 | Contact With Others | How much does this job require the worker to be in contact with others (face-to-face, by telephone, or otherwise) in order to perform it? |
97.40 | Importance of Repeating Same Tasks | How important is repeating the same physical activities (e.g., key entry) or mental activities (e.g., checking entries in a ledger) over and over, without stopping, to performing this job? |
95.80 | Deal With External Customers | How important is it to work with external customers or the public in this job? |
95.80 | Frequency of Decision Making | How frequently is the worker required to make decisions that affect other people, the financial resources, and/or the image and reputation of the organization? |
94.60 | Importance of Being Exact or Accurate | How important is being very exact or highly accurate in performing this job? |
89.80 | Indoors, Environmentally Controlled | How often does this job require working indoors in environmentally controlled conditions? |
87.80 | Impact of Decisions on Co-workers or Company Results | What results do your decisions usually have on other people or the image or reputation or financial resources of your employer? |
86.80 | Spend Time Making Repetitive Motions | How much does this job require making repetitive motions? |
82.80 | Spend Time Using Your Hands to Handle, Control, or Feel Objects, Tools, or Controls | How much does this job require using your hands to handle, control, or feel objects, tools or controls? |
79.20 | Level of Competition | To what extent does this job require the worker to compete or to be aware of competitive pressures? |
74.20 | Physical Proximity | To what extent does this job require the worker to perform job tasks in close physical proximity to other people? |
73.20 | Work With Work Group or Team | How important is it to work with others in a group or team in this job? |
72.60 | Degree of Automation | How automated is the job? |
66.20 | Pace Determined by Speed of Equipment | How important is it to this job that the pace is determined by the speed of equipment or machinery? (This does not refer to keeping busy at all times on this job.) |
63.60 | Face-to-Face Discussions | How often do you have to have face-to-face discussions with individuals or teams in this job? |
61.80 | Time Pressure | How often does this job require the worker to meet strict deadlines? |
57.80 | Frequency of Conflict Situations | How often are there conflict situations the employee has to face in this job? |
56.20 | Freedom to Make Decisions | How much decision making freedom, without supervision, does the job offer? |
The data sources for the information displayed here include: O*NET™. (Using onet28)
Telephone Operators
Job Zone Two: Some Preparation Needed
- Overall 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.
- 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.
- Examples
- These occupations often involve using your knowledge and skills to help others. Examples include orderlies, counter and rental clerks, customer service representatives, security guards, upholsterers, tellers, and dental laboratory technicians.
- Education
- These occupations usually require a high school diploma.
The data sources for the information displayed here include: O*NET™. (Using onet28)
Telephone Operators
Earnings Benefits*
Region | Entry Level | Median | Experienced |
---|---|---|---|
United States | $27,430.00 | $38,330.00 | $49,510.00 |
Virginia | $35,870.00 | $43,460.00 | $60,850.00 |
Region | Entry Level | Median | Experienced |
Alexandria/Arlington | No Data | No Data | No Data |
Bay Consortium | No Data | No Data | No Data |
Capital Region Workforce Partnership | No Data | No Data | No Data |
Central VA/Region2000 | No Data | No Data | No Data |
Crater Area | No Data | No Data | No Data |
Greater Peninsula | $37,048.93 | $44,893.17 | $57,265.89 |
Hampton Roads | No Data | No Data | No Data |
New River/Mt. Rogers | No Data | No Data | No Data |
Northern Virginia | No Data | No Data | No Data |
Piedmont Workforce | No Data | No Data | No Data |
Shenandoah Valley | No Data | No Data | No Data |
South Central | No Data | No Data | No Data |
Southwestern Virginia | No Data | No Data | No Data |
West Piedmont | No Data | No Data | No Data |
Western Virginia | No Data | No Data | No Data |
* Earnings Calculations:
Regional Earnings:
Entry = Annual mean of the lower 1/3 wage distribution;
Experienced = Annual mean of the upper 2/3 wage distribution.
National and State Earnings:
Entry = Annual 10th percentile wage;
Experienced = Annual 75th percentile wage.
The data sources for the information displayed here include: US Department of Labor (BLS); Virginia Workforce Connection. (Using onet28)
Telephone Operators
Employment Projections
Current | Projected | % Change | |
---|---|---|---|
United States | 4,000 | 3,000 | -25.0% |
Virginia | No Data | No Data | No Data |
Region | Current* | Projected | % Change |
Alexandria/Arlington | No Data | No Data | No Data |
Bay Consortium | No Data | No Data | No Data |
Capital Region Workforce Partnership | No Data | No Data | No Data |
Central VA/Region2000 | No Data | No Data | No Data |
Crater Area | No Data | No Data | No Data |
Greater Peninsula | No Data | No Data | No Data |
Hampton Roads | No Data | No Data | No Data |
New River/Mt. Rogers | No Data | No Data | No Data |
Northern Virginia | No Data | No Data | No Data |
Piedmont Workforce | No Data | No Data | No Data |
Shenandoah Valley | No Data | No Data | No Data |
South Central | No Data | No Data | No Data |
Southwestern Virginia | No Data | No Data | No Data |
West Piedmont | No Data | No Data | No Data |
Western Virginia | No Data | No Data | No Data |
The data sources for the information displayed here include: US Department of Labor (BLS); Virginia Workforce Connection. (Using onet28)
Telephone Operators
Related Occupations
Related Occupations
The related occupations here have similar general capabilities and interests; career explorers may also be interested in the related occupations:- Switchboard Operators, Including Answering Service
- Telemarketers
- Customer Service Representatives
- Receptionists and Information Clerks
- Public Safety Telecommunicators
- Telecommunications Equipment Installers and Repairers, Except Line Installers
- Dispatchers, Except Police, Fire, and Ambulance
- Office Clerks, General
- Reservation and Transportation Ticket Agents and Travel Clerks
- Counter and Rental Clerks
- Order Clerks
- Sales Representatives of Services, Except Advertising, Insurance, Financial Services, and Travel
- Travel Agents
- Eligibility Interviewers, Government Programs
- Data Entry Keyers
- Insurance Claims and Policy Processing Clerks
- Billing and Posting Clerks
- Brokerage Clerks
- Cashiers
- Interviewers, Except Eligibility and Loan
Careers in Administrative Support Pathway:
- Bookkeeping, Accounting, and Auditing Clerks
- Communications Equipment Operators, All Other
- Computer Occupations, All Other
- Correspondence Clerks
- Customer Service Representatives
- Data Entry Keyers
- Executive Secretaries and Executive Administrative Assistants
- File Clerks
- First-Line Supervisors of Office and Administrative Support Workers
- Human Resources Assistants, Except Payroll and Timekeeping
- Information and Record Clerks, All Other
- Interviewers, Except Eligibility and Loan
- Library Assistants, Clerical
- Mail Clerks and Mail Machine Operators, Except Postal Service
- Meter Readers, Utilities
- New Accounts Clerks
- Office and Administrative Support Workers, All Other
- Office Clerks, General
- Office Machine Operators, Except Computer
- Order Clerks
- Patient Representatives
- Payroll and Timekeeping Clerks
- Postal Service Clerks
- Postal Service Mail Carriers
- Postal Service Mail Sorters, Processors, and Processing Machine Operators
- Procurement Clerks
- Receptionists and Information Clerks
- Secretaries and Administrative Assistants, Except Legal, Medical, and Executive
- Shipping, Receiving, and Inventory Clerks
- Stockers and Order Fillers
- Switchboard Operators, Including Answering Service
- Telephone Operators
- Word Processors and Typists
The data sources for the information displayed here include: O*NET™. (Using onet28)
Telephone Operators
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Overview
Occupations
The data sources for the information displayed here include: New York State Department of Labor; New Jersey Department of Labor; California Occupational Information Coordinating Committee; CareerOneStop. (Using onet28)
Telephone Operators
Proficiency Ratings
These proficiencies are scored on a scale from 1 to 5 with 1 being not
important to the job and 5 being extremely important to the job.
The data sources for the information displayed here include: O*NET™. (Using onet28)
Telephone Operators
Titles
- 411 Directory Assistance Operator
- Bilingual Operator
- Central Office Operator
- Change Number Operator
- Charge Operator
- Customer Service Assistant
- Customer Service Representative
- Directory Assistance Operator
- Directory Operator
- Emergency Operator
- Information Operator
- Information Specialist
- Inward Toll Operator
- Live Source Operator
- Local Operator
- Local Telephone Operator
- Long Distance Billing Operator
- Long Distance Operator (LD Operator)
- Long Lines Operator
- Operator
- Rate Quoting Operator
- Service Assistant
- Telecommunications Operator
- Telephone Exchange Operator
- Telephone Operator
- Toll Operator
- Toll Relief Operator
- Toll Service Observer
- Traffic Administrator
- Trouble Operator
The data sources for the information displayed here include: O*NET™. (Using onet28)
Telephone Operators
Related Schools
There are no Related Schools at this time.The data sources for the information displayed here include: O*NET™. (Using onet28)