| Educational Attainment Breakdown for Telephone Operators |
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College or Higher |
11.3% |
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Some College |
41.1% |
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High School or Less |
47.5% |
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Most Significant Source of Postsecondary Education or Training
Short-term on-the-job training
Source: U.S. Department of Labor
Training for communications equipment operators is normally a mix of on-the-job training and classes lasting a few hours to a few weeks.
Education and training. Communications equipment operators generally receive their training on the job, so a high school diploma is usually sufficient for most operators. Switchboard operators usually receive informal on-the-job training, lasting only a few days or weeks. Because they are often the first contact with the public or client, switchboard operators often receive some training in customer service. Training may vary by place of employment—a switchboard operator in a hospital would learn how to handle different emergencies, for example. Since switchboard operators' duties may include clerical work, training in basic computer and writing skills may also be required.
Entry-level telephone operators at telecommunications companies may receive both classroom and on-the-job instruction that can last a couple of weeks. These operators may be paired with experienced personnel who provide hands-on instruction.
New employees in both specialties are trained in the operation of their equipment and in procedures designed to maximize efficiency. They are familiarized with company policies, and instructors monitor both the time and quality of trainees' responses to customer requests. Supervisors may continue to monitor new employees closely after they complete their initial training session.
Other qualifications. Applicants should have clear speech, good hearing, and strong reading, spelling, and numerical skills. Computer literacy and typing skills also are important, and familiarity with a foreign language is helpful for some positions. Candidates for positions may be required to take an examination covering basic language, computer, data entry, and math skills. Employers emphasize customer service and seek operators who will remain courteous to customers while working quickly and handling difficult customers.
Advancement. After 1 or 2 years on the job, communications equipment operators may advance to other positions within a company. Many switchboard and telephone operators enter clerical occupations, such as customer service representative, dispatcher, and receptionist, in which their operator experience is valuable. Telephone operators interested in more technical work may train for positions in installing and repairing equipment. Promotion to supervisory positions is also possible.
Source: U.S. Department of Labor's Occupational Outlook Handbook
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