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What does a Phone Operator do?

Learn all about Phone Operator duties, skills and much more. Get expert advice on how to become a Phone Operator.

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Brenna Goyette
Certified Professional Resume Writer, Career Expert

Published 3 min read

A phone operator is a person who helps connect telephone calls. They work in a variety of settings, including call centers, businesses, and government agencies. Phone operators typically answer incoming calls and help route them to the appropriate destination. They may also provide information about products and services, take messages, and transfer calls.

Phone Operator job duties include:

  • Answer incoming calls and route them to the appropriate party
  • Respond to customer inquiries
  • Handle customer complaints
  • Make outgoing calls
  • Take messages
  • Transfer calls
  • Provide information about products and services
  • Perform basic troubleshooting
  • Keep records of customer interactions

Phone Operator Job Requirements

Most phone operators have at least a high school diploma, although some jobs may require postsecondary education, such as an associate's degree in office administration or a related field. Many phone operators also complete on-the-job training, which can last up to several weeks. Some employers may prefer or require phone operators to have certification from the International Customer Service Association or the American Association of Professional Contact Center Professionals. Previous experience in customer service or a call center is often required or preferred.

Phone Operator Skills

  • Patience
  • Empathy
  • Listening
  • Communication
  • Problem-solving
  • Multi-tasking
  • Organization
  • Flexibility
  • Attention to detail
  • Customer service
  • Phone skills

Related: Top Phone Operator Skills: Definition and Examples

How to become a Phone Operator

In order to become a phone operator, there are a few steps that need to be followed. First, it is important to obtain a high school diploma or equivalent. Next, on-the-job training is typically required in order to learn the necessary skills for the position. After gaining the necessary experience, many phone operators choose to become certified through the National Telephone Operator Certification Program. This certification is not required, but it may give operators an edge when seeking employment.

Operators must be able to effectively communicate with customers, as they will be the first point of contact for many callers. They must be able to handle customer inquiries and complaints in a professional manner. Additionally, phone operators must have excellent organizational skills in order to keep track of customer information and calls. They must also be proficient in using a computer and various software programs.

If you are interested in becoming a phone operator, it is important to possess the necessary skills and qualifications. With the proper training and experience, you can become an asset to any company.

Related: Phone Operator Resume Example

Related: Phone Operator Interview Questions (With Example Answers)