TELEPHONE OPERATORS California Occupational Guide Number 54 Interest Area 7 1995
THE JOB
TELEPHONE OPERATORS supply human quality to an electromechanical communication apparatus called a telephone system. They accomplish this through listening to each customer, identifying needs, and translating those needs into electrical signals by operating some type of electronic console. How the operator does this depends on the kind of system used and where the operator works. In a telephone company, for instance, the Telephone Operator may help customers as a Directory Assistance or Long Distance Operator.
Directory Assistance Operators answer calls from customers requesting business and residential telephone numbers. They access a computer, and enter the information supplied by the caller to produce the requested phone number on the screen. These operators may check alternate name spellings and/or listing formats when customers are uncertain or unable to give complete information. They strive to serve customers with speed and accuracy, repeating similar sequences throughout the entire shift.
Long-distance Operators handle long-distance person-to-person, collect, reverse charge, overseas and conference calls. They may also handle calls from public pay phones, and give special assistance to persons such as those who are unable to dial or who are in emergency situations.
Telephone Answering Service Operators answer incoming calls on behalf of an answering bureau's clients. They greet callers using the "answer phrase" desired by each client. Reference files maintained for all clients enable operators to answer simple questions regarding the client's business practice. They may sometimes write sales orders, make appointments, or take whatever action the situation demands. Their most important responsibility, however, is to get a message from each caller so that the client will not lose potential customers.
If the telephone system is within a commercial, industrial, or government establishment, then the operator is a PBX (Private Branch exchange) Operator. PBX Operators answer, screen, relay calls, and supply information. They may place outgoing calls for employees, possibly recording charges. In smaller establishments serving a limited number of telephones, they may also perform duties, such as typing, sorting mail, or acting as receptionists. They may also operate paging and interoffice communication equipment. A good working knowledge of the employer's personnel and products or services is essential.
WORKING CONDITIONS
Telephone Operators, generally work in clean, well-lighted, well-ventilated areas. They may work alone or with others performing similar tasks. The work is sedentary and the tasks are usually routine. However, operators must be able to handle stress if callers are rude and when the volume of calls is heavy.
The Communications Workers of America (CWA) or the International Brotherhood of Electrical Workers (IBEW) represents operators in areas of the state. In these covered shops operators pay dues and may join the union.
EMPLOYMENT OUTLOOK
The California Projections of Employment, published by the Labor Market Information Division, shows that the number of telephone operators will either decline or grow more slowly than average through 2005. (Projected growth for all occupations in California is expected to average 24 percent through 2005.)
Directory Assistant Estimated number of workers in 1990 5,780 Estimated number of workers in 2005 2,620 Projected Growth 1990-2005 -55% Estimated openings due to separations by 2005 1,590
Central Office Estimated number of workers in 1990 4,980 Estimated number of workers in 2005 2,270 Projected Growth 1990-2005 -54% Estimated openings due to separations by 2005 1,380
Switchboard Estimated number of workers in 1990 29,940 Estimated number of workers in 2005 31,870 Projected Growth 1990-2005 6% Estimated openings due to separations by 2005 11,740
(These figures do not include self-employment nor openings due to turnover)
As telephone systems become more fully automated, and new touch tone features are widely used, fewer operators will be necessary. Voice synthesis has supplanted many operators. However, most job loss due to automation may have already occurred.
In private industry, computerized call handling devices replace operator tasks. Also, many employers are opting to carry cellular telephones instead of using Telephone Answering Services, further reducing operator needs. These aspects of a growing trend are counterbalancing the overall growth rate of California industry. The result is that, aside from a slight increase, most of the job openings available for operators will be those caused by the employers' need to fill behind employees who have left.
WAGES, HOURS, AND FRINGE BENEFITS
Wages vary according to geographic location, level of responsibility, and length of service. Generally, pay scales are higher in large cities. Wages for telephone service operators, depending on experience, range from $1,200 to $2,300 a month. PBX Operators' salaries range from $950 to $1,890 a month. Most operators work 40 hours per week. Round-the-clock establishments, such as telephone companies, hotels, and hospitals, require operators to work on shifts, which may often include weekends and holidays. Operators who have the most seniority often have first choice of shifts. Split shifts are not uncommon in telephone companies. Fringe benefits include paid holidays and vacations, health and other insurance, and retirement plans.
ENTRANCE REQUIREMENTS AND TRAINING
Telephone Operators should have a clear voice, good manual dexterity, eye-hand coordination, and spelling skills. They should be able to handle a high volume of calls quickly, pleasantly, and accurately. Normal hearing and vision are essential. Fluency in another language may be a desired skill. Many employers require or prefer six months to one year of public contact experience. A few require one year's experience as an operator. Some employers give job-related tests and physical examinations. Employers also may be able to modify the work station to fit those with special needs.
ADVANCEMENT
Promotion depends on ability, performance, and time on the job, as well as the firm's size. Generally, the larger the firm is, the more advancement opportunities there are.
The trend of electronic technology replacing human operators may cause the job seekers to want to advance beyond the telephone operator level. Therefore, the more clerical and office skills gained, the better the career opportunities.
FINDING THE JOB
Telephone companies, hotels, hospitals, public agencies, and large businesses hire directly from those who apply "through the door." There are also job listings, both private industry and civil service, at Job Service offices of the California Employment Development Department. Private employment agencies, also may have job leads. Local newspapers carry want ads in their classified sections.
ADDITIONAL SOURCES OF INFORMATION
Communication Workers of America 2725 El Camino Avenue Sacramento, CA 95821 (916) 484-9421
Communications Workers of America, District Office 411 Airport Boulevard Burlingame, CA 94010 (415) 348-7303
RELATED OCCUPATIONAL GUIDES
Receptionists No. 21
OCCUPATIONAL CODE REFERENCES
DOT (Dictionary of Occupational Titles, 4th ed., Rev. 1) Central-Office Operators 235.462-010 Directory-Assistance Operators 235.662-018 Telephone Operators 235.662-022
OES (Occupational Employment Statistics) System Switchboard Operators 571020 Directory Assistance Operators 571050 Central Office Operators 571080
Source: State of California, Employment Development Department,
Labor Market Information Division, Information Services Group,
(916) 262-2162.
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