A telecommunications operator takes calls, provides callers with relevant information, and routes calls to the appropriate parties. A telecommunications provider, call center, private company, or emergency services organization might hire a professional. The specific responsibilities of a telecommunications operator vary depending on the job setting, but most professionals are expected to help calls reach their intended destinations quickly and accurately. Many industries still rely on skilled professionals to handle complex tasks, despite recent advancements in automated technology service limiting the number of new jobs available for operators.
Operators are employed by many call centers and telecommunications companies to manage large volumes of incoming calls. An inbound call is usually received by a professional at a call center or telecommunications provider, who determines who the caller is trying to reach and connects the call using a switchboard or computer transfer program. A telecommunications company may offer directory assistance or specific information about collect and long-distance phone calls. Some operators work at deaf and hard-of-hearing relay networks, transcribing spoken and written messages to make phone conversations between two parties easier.
A hotel, office building, hospital, or private corporation may hire a telecommunications operator to direct phone calls. A multi-line phone system usually has an operator in charge of answering lines and transferring calls as needed. An operator may be responsible for ensuring that automated systems are kept in working order in companies that use them. If a caller is having trouble with an automated system, he or she can usually choose to speak directly with a telecommunications operator, who can answer questions and correctly direct the call.
To quickly answer and manage large volumes of incoming calls, emergency services providers rely on skilled telecommunications operators. Police stations and public safety call centers, such as 9-1-1 dispatching centers in the United States, may employ operators. When someone calls to report a crime or an accident, the operator usually records the call and gathers as much information as they can. He or she then connects the call to the proper authorities or sends emergency personnel to the caller’s location.
To work as a telecommunications operator, there are no specific educational requirements, though most professionals have prior customer service experience. Employers prefer to hire people who can communicate clearly, work independently, solve problems, and pick up new computer programs. Before working alone, most new employees receive formal, on-the-job training for up to one month. Emergency dispatchers may be required to have certificates or degrees from specialized training programs, which are available at many community colleges and vocational schools.