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Telephone Operator

Telephone operators, also known as switchboard operators or telephonists, are the first point of contact for callers to an organisation. They answer incoming calls, direct callers to the appropriate person or department, and connect outgoing calls, where internal staff have difficulties in obtaining a number.

Work varies between organisations, but generally includes connecting calls, answering enquiries from customers, reporting faults, testing lines and taking messages. Some typical areas of work include:

  • college switchboard  
  • directory enquiries services
  • local government services
  • emergency response services
  • customer service helplines.

Operators normally wear telephone headsets and work at a computer. They call up directory databases and connect calls using automated equipment. Increasingly, the role is combined with that of a call centre operator. For further details, see the profile for Call Centre Operator.

Hours and Environment

Full-time telephone operators normally work 35 to 40 hours a week. In some centres, a shift system operates to provide a 24-hour service. Part-time, evening and weekend work is common.
 
Telephone operators work in offices or call centres. In smaller companies, they often combine the role with reception and clerical work.

Skills and Interests

To be a telephone operator, you should:

  • have good hearing and a clear telephone voice
  • be confident and polite with a pleasant telephone manner
  • be able to work quickly and accurately under pressure
  • have a good command of English
  • have basic IT skills
  • have excellent customer care skills
  • be able to deal with difficult calls in a calm, patient and professional manner
  • be aware of confidentiality issues
  • be aware of health and safety issues.

Depending on the business, multilingual skills may be required.

Entry

There are no formal entry requirements, but good GCSEs (A-C)/S grades (1-3) including English will be helpful; basic computer skills will also be an advantage.
 
Many colleges offer introductory courses in call centre and customer service techniques, such as:
 
  • City & Guilds Certificate of Introduction to the Contact Centre Industry Level 1
  • Certificate in Contact Centre Skills (4422) at levels 2 and 3
  • NCFE Certificate in Contact Centre Techniques at levels 1 and 2.
Check with local colleges for details.
 
A mature attitude is a distinct advantage especially for dealing with difficult calls, and an awareness of alternative telephony systems such as Type Talk and minicom is helpful.

Training

Training is mainly on the job, working under the supervision of an experienced telephonist. NVQ/SVQ in Call/Contact Centre Skills (2703/4) is available at levels 1 to 4 with pathways outlined below:
  • Contact Centre Operations levels 1 and 2 - for customer agents and advisors
  • Contact Centre Professionals levels 3 and 4 - for senior operators, supervisors and managers.
There are also NVQ/SVQs available in Customer Service at levels 1 to 4, and Reception at levels 1 and 2.
 
For detailed information on qualifications for this sector, see the e-skills UK website.
 
Apprenticeships may be available for those under the age of 24. In England these are currently Apprenticeships (level 2) and Advanced Apprenticeships (level 3). To find out more about these, visit www.apprenticeships.org.uk

Apprenticeships may be different in other areas. For further information see Scotland , Wales and Northern Ireland

Opportunities

The telecoms sector is growing and there are opportunities for this kind of work throughout the country in the public and private sector, for example, banking, insurance, telesales, hospitality and front-of-office.

 
Career progression normally involves moving into supervisory and management roles, training, administration and human resources.

Annual Income

Figures are intended as a guideline only.

New entrants start at about £10,000.
Average salaries are between £12,000 and £16,000 a year.
With supervisory responsibilities, this could rise to between £17,000 and £19,000.

Further information

1 Castle Lane
London
SW1E 6DR
http://www.e-skills.com

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The information contained in our Career Profiles Database was correct at time of publishing, but since publication certain details may have changed so please use this section as a research tool and in some cases further research may be required.

Careers Database Information By Learn Direct Advice