A telephone switchboard operator is known as a private branch exchange (PBX) operator. Large businesses, such as hotels, use switchboards to handle internal calls as well as receive incoming calls. A high school diploma is usually required to work as a PBX operator, and having a certification from a technical college that teaches administration skills can be beneficial. The majority of PBX operators learn on the job from experienced personnel.
When callers dial a number at a company that uses a PBX, the PBX operator is the first person they hear. The operator takes calls, routes them to the appropriate departments, and answers short questions and requests for assistance. PBX operators may also take messages, provide wake-up calls at establishments such as hotels, and coordinate radio communication between departments.
The management of internal calls is another aspect of the PBX operator’s job. Internally, people call each other on their own lines with the help of the operator, who connects people to different people and departments as needed. People who want to call out use the PBX operator as well. PBX operators can also manage voicemail and answering systems, depending on the phone system’s configuration and the company’s preferences.
This work was previously done with an electromagnetic switchboard. To connect calls, phone operators plugged and unplugged lines, listened in to ensure that the call quality remained consistent, and then closed the connection when the call was finished. Nowadays, most operators use computerized systems. These systems are much more user-friendly, and they allow operators to multitask while taking calls.
Working as a PBX operator necessitates excellent interpersonal skills, as operators are the face of the companies for which they work. They must also collaborate with people from various departments. It’s also crucial to be able to work in a crowded and stressful environment, as well as to multitask without becoming flustered or angry.
Because of the advancement of computerized systems, some facilities have decided to replace their human PBX operators with automated systems. These systems use a recording to answer phone calls and automatically route calls in response to caller commands. Some require people to enter numeric codes while others use voice recognition. There may not be an actual operator behind the switchboard to process calls in these situations.