What does a telephone operator do?
A telephone operator is an employee who assists clients through transferring calls, answering questions, and providing information. In the case of a large volume of calls, telephone operators must operate a private branch exchange (PBX) system to enable them to manage several different calls with accuracy and efficiency. They help customers with special billing requests and people with physical disabilities to make telephone calls. Telephone operators also perform clerical duties such as typing, sorting mail, and updating directory information.
Telephone operator responsibilities
Here are examples of responsibilities from real telephone operator resumes:
- Operate office equipment including, but not limit to, computers, PBX system, fax machine, e-mail.
- Programme various PBX computer operate phone system base request such as wake up calls, flight reminders and tour times.
- Provide access to telephone interpreters services for visitors and patients with limit English experience highlights.
- Input patients personal information into a database, then contact physicians to give patient information.
- Protect patient privacy by following HIPAA regulations, as well as maintaining confidential information within the hospital intranet.
- Liaise directly with incoming guests, travel agents, VIP clients and in-house guests to meet guest needs and execute satisfaction.
- Maintain confidentiality and HIPPA regulations.
- Practice confidentiality by following HIPPA regulations.
- Maintain great customer relations with VIP arrivals
Telephone operator skills and personality traits
We calculated that 21% of Telephone Operators are proficient in Patients, Emergency Calls, and Customer Service. They’re also known for soft skills such as Communication skills, Computer skills, and Customer-service skills.
We break down the percentage of Telephone Operators that have these skills listed on their resume here:
- Patients, 21%
Provided customer service to behavioral patients as well as having constant interaction with Mental Health Professionals.
- Emergency Calls, 9%
Answer heavy emergency calls in a professional and accurate manner Handle emergency pages to physicians, commercial and medical businesses
- Customer Service, 8%
Provided customer service, dialing procedures, and general telephone information for residential and commercial telephone customers.
- Phone Calls, 7%
Base Telephone Operator-Processed incoming/outgoing telephone calls, practiced/processed disaster preparedness drills in accordance to military guidelines.
- Telephone Calls, 7%
Answered and directed incoming telephone calls for all campuses within the healthcare system.
- Data Entry, 4%
Performed general administrative support including correspondence processing, data entry, mail processing and special projects as assigned.
"patients," "emergency calls," and "customer service" are among the most common skills that telephone operators use at work. You can find even more telephone operator responsibilities below, including:
Communication skills. To carry out their duties, the most important skill for a telephone operator to have is communication skills. Their role and responsibilities require that "receptionists must speak and write clearly when providing information and corresponding with customers." Telephone operators often use communication skills in their day-to-day job, as shown by this real resume: "position required excellent communication skills, alpha and numeric data entry. "
Computer skills. Another essential skill to perform telephone operator duties is computer skills. Telephone operators responsibilities require that "receptionists should be adept at using computers." Telephone operators also use computer skills in their role according to a real resume snippet: "handle incoming calls for multiple companies, dispatch calls, computer and data entry work, resolve client complaints. "
Customer-service skills. Another skill that relates to the job responsibilities of telephone operators is customer-service skills. This skill is critical to many everyday telephone operator duties, as "receptionists represent the organization, so they should be courteous, professional, and helpful to customers and the public." This example from a resume shows how this skill is used: "answer customers' inquiries, screen, or forward calls, providing information, taking messages, or scheduling appointments. "
Integrity. telephone operator responsibilities often require "integrity." The duties that rely on this skill are shown by the fact that "receptionists may handle confidential data, especially in medical and legal offices." This resume example shows what telephone operators do with integrity on a typical day: "committed customer service, with the ability to build relationships, and resolve issues, win customer trust. "
Interpersonal skills. A commonly-found skill in telephone operator job descriptions, "interpersonal skills" is essential to what telephone operators do. Telephone operator responsibilities rely on this skill because "receptionists should be comfortable interacting with people in different types of situations." You can also see how telephone operator duties rely on interpersonal skills in this resume example: "strengthened customer service, interpersonal, and organizational communication skills! "
Organizational skills. Another skill commonly found on telephone operator job descriptions is "organizational skills." It can come up quite often in telephone operator duties, since "receptionists take messages, schedule appointments, and maintain employee files." Here's an example from a resume of how this skill fits into day-to-day telephone operator responsibilities: "general skills customer service skills communication skills organizational skills"
The three companies that hire the most telephone operators are:
- Marriott International24 telephone operators jobs
- Aimbridge Hospitality21 telephone operators jobs
- US Oncology Holdings Inc18 telephone operators jobs
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Compare different telephone operators
Telephone operator vs. Switchboard operator, receptionist
A communications operator is responsible for receiving incoming calls from customers and clients and transferring them to the appropriate department for their needs and concerns. Communications operators perform administrative duties, such as organizing directory, updating customers' information on the database, and pulling-up reports. They also help agents in responding to the customers' inquiries and processing their requests. A communications operator must have excellent communication and organizational skills, especially in documenting calls for audits and references.
These skill sets are where the common ground ends though. The responsibilities of a telephone operator are more likely to require skills like "patients," "phone calls," "emergency situations," and "emergency codes." On the other hand, a job as a switchboard operator, receptionist requires skills like "greeting visitors," "multi-line switchboard," "clerical support," and "administrative tasks." As you can see, what employees do in each career varies considerably.
Switchboard operators, receptionist earn the highest salaries when working in the finance industry, with an average yearly salary of $28,656. On the other hand, telephone operators are paid more in the telecommunication industry with an average salary of $33,850.The education levels that switchboard operators, receptionist earn slightly differ from telephone operators. In particular, switchboard operators, receptionist are 0.2% less likely to graduate with a Master's Degree than a telephone operator. Additionally, they're 0.1% less likely to earn a Doctoral Degree.Telephone operator vs. Communications operator
Switchboard operators work to assist callers in huge hospitals, hotels, and companies. The operators answer calls and route them to the necessary department or person to address their concerns. They perform clerical and administrative tasks like copying, receiving packages, and filing documents. Among the skills to become a good switchboard operator include attention to details, communication skills, and understanding of troubleshooting systems in communication. They should also have strong communication skills, clear speech and listening skills, and excellent customer service.
In addition to the difference in salary, there are some other key differences worth noting. For example, telephone operator responsibilities are more likely to require skills like "emergency calls," "telephone switchboard," "conference calls," and "relay messages." Meanwhile, a communications operator has duties that require skills in areas such as "public safety," "non-emergency calls," "computer aided dispatch," and "office equipment." These differences highlight just how different the day-to-day in each role looks.
Communications operators may earn a higher salary than telephone operators, but communications operators earn the most pay in the government industry with an average salary of $37,079. On the other hand, telephone operators receive higher pay in the telecommunication industry, where they earn an average salary of $33,850.In general, communications operators achieve similar levels of education than telephone operators. They're 2.4% more likely to obtain a Master's Degree while being 0.1% more likely to earn a Doctoral Degree.Telephone operator vs. Directory assistance operator
The required skills of the two careers differ considerably. For example, telephone operators are more likely to have skills like "patients," "phone calls," "data entry," and "emergency codes." But a directory assistance operator is more likely to have skills like "restaurant reservations," "computer database," "call handling," and "physical disabilities."
Most directory assistance operators achieve a similar degree level compared to telephone operators. For example, they're 1.0% more likely to graduate with a Master's Degree, and 0.1% more likely to earn a Doctoral Degree.Telephone operator vs. Switchboard operator
Types of telephone operator
Updated January 8, 2025
