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Phone operator vs phone representative

The differences between phone operators and phone representatives can be seen in a few details. Each job has different responsibilities and duties. While it typically takes 1-2 years to become a phone operator, becoming a phone representative takes usually requires 6-12 months. Additionally, a phone representative has an average salary of $42,827, which is higher than the $30,289 average annual salary of a phone operator.

The top three skills for a phone operator include patients, customer service and phone calls. The most important skills for a phone representative are customer service, outbound calls, and telephone calls.

Phone operator vs phone representative overview

Phone OperatorPhone Representative
Yearly salary$30,289$42,827
Hourly rate$14.56$20.59
Growth rate-4%-4%
Number of jobs87,484222,650
Job satisfaction--
Most common degreeHigh School Diploma, 39%High School Diploma, 37%
Average age5340
Years of experience212

What does a phone operator do?

The primary job of phone operators is to help customers by answering questions, providing information, and transferring calls. They handle special billing requests from customers such as credits or refunds for bad connections or incorrectly dialed numbers and third-party charges. They may also handle emergency calls and aid children or people with disabilities to make phone calls. Other tasks of phone operators include calculating and quoting charges for services, operating telephone switchboards, and monitoring automated systems for collect calls placement.

What does a phone representative do?

A Phone Representative answers customer calls, complaints, and inquiries professionally. They handle and resolve customer complaints related to its services/products and product/service sales. Besides processing applications, orders, and forms requested by customers, Phone Representatives also update customers about the products/services information. These professionals record customer complaints, inquiries, feedback, and actions taken. They develop and maintain mutually beneficial and professional relationships with each customer. Moreover, they create and maintain cordial relationships with all new customers.

Phone operator vs phone representative salary

Phone operators and phone representatives have different pay scales, as shown below.

Phone OperatorPhone Representative
Average salary$30,289$42,827
Salary rangeBetween $25,000 And $36,000Between $26,000 And $68,000
Highest paying City-Norco, CA
Highest paying state-California
Best paying company-Press Ganey
Best paying industry-Health Care

Differences between phone operator and phone representative education

There are a few differences between a phone operator and a phone representative in terms of educational background:

Phone OperatorPhone Representative
Most common degreeHigh School Diploma, 39%High School Diploma, 37%
Most common majorBusinessBusiness
Most common college--

Phone operator vs phone representative demographics

Here are the differences between phone operators' and phone representatives' demographics:

Phone OperatorPhone Representative
Average age5340
Gender ratioMale, 22.7% Female, 77.3%Male, 34.6% Female, 65.4%
Race ratioBlack or African American, 14.3% Unknown, 3.6% Hispanic or Latino, 18.1% Asian, 3.2% White, 59.5% American Indian and Alaska Native, 1.2%Black or African American, 10.0% Unknown, 5.2% Hispanic or Latino, 20.1% Asian, 5.5% White, 58.5% American Indian and Alaska Native, 0.7%
LGBT Percentage19%7%

Differences between phone operator and phone representative duties and responsibilities

Phone operator example responsibilities.

  • Manage incoming calls from patients and medical professionals by utilizing telephonic paging system and manual messaging.
  • Answer phone calls for att and directv
  • Up sell customers to DirecTV bundles as well as internet, cell phone service, long distance and home phone service.
  • Illistrate confidentiality of veterans when discussing concerns as it relate to medical treatments in compliance with HIPPA regulations.
  • Up sell customers to DirecTV bundles as well as internet, cell phone service, long distance and home phone service.

Phone representative example responsibilities.

  • Conduct telephone sales and interviews, compile and enter information into database, manage documents and insure customer satisfaction.
  • Provide status of medical claims and explain EOB's.
  • Research and resolve incorrect payments, EOB rejections and other issues with accounts.
  • Answer inbound provider calls to help with billing Medicaid claims and benefits and eligibility issues.
  • Update alumni on current happenings in university life and act as a liaison between past and current students.
  • Contact hundreds of alumni and their families by telephone and raise thousands of dollars to improve school facilities and maintain school grounds
    • Show more

Phone operator vs phone representative skills

Common phone operator skills
  • Patients, 15%
  • Customer Service, 15%
  • Phone Calls, 13%
  • Telephone Calls, 9%
  • Front Desk, 4%
  • Computer System, 4%
Common phone representative skills
  • Customer Service, 27%
  • Outbound Calls, 13%
  • Telephone Calls, 7%
  • Inbound Phone Calls, 7%
  • Troubleshoot, 6%
  • Computer System, 3%

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Updated January 8, 2025

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