12 Phone Operator Skills: Definition and Examples

By ResumeCat Editorial Team
Published September 1, 2022

In the business world, good phone skills are essential for keeping customers happy and maintaining a professional image for your company. Here are 12 key phone operator skills, with definitions, that will help you sound polished and professional on the phone.

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Phone Operator Skills

Communication

The ability to communicate effectively is essential for phone operators. They need to be able to understand the caller's needs and relay information clearly.

Listening

The ability to listen carefully is important for phone operators because they need to be able to understand the caller's needs and provide them with the information or assistance they require. This skill helps to ensure that calls are handled efficiently and effectively.

Problem-solving

The ability to solve problems is a key skill for any phone operator. This is because they will often be the first point of contact for customers who are experiencing difficulties with a product or service. By being able to quickly and effectively resolve their issues, operators can help to improve customer satisfaction levels.

Patience

Patience is a virtue, and it's an important skill for phone operators to have. They need to be able to deal with customers who may be angry or upset, and they need to be able to remain calm and professional.

Multi-tasking

Multi-tasking is the ability to juggle multiple tasks simultaneously. As a phone operator, you will need to be able to handle multiple phone calls at once, as well as enter customer information into the computer system.

Organization

Organization is the ability to keep track of multiple tasks and priorities at the same time. This skill is important for phone operators because they need to be able to juggle multiple conversations and tasks simultaneously.

Time management

Time management is the ability to use your time efficiently and effectively. It can help you to get more done in less time, and can improve your productivity overall.

Computer skills

The ability to use a computer is becoming increasingly important for phone operators. Many phone systems are now computerized, and phone operators need to be able to use them in order to do their job. Additionally, many businesses are now using VoIP (Voice over Internet Protocol) systems, which require operators to have some computer skills in order to use them.

Typing skills

The skill of typing is important for a phone operator because they need to be able to type out information quickly and accurately. This includes things like names, numbers, and addresses.

Customer service

Customer service is the provision of service to customers before, during, and after a purchase. The purpose of customer service is to satisfy the customer's needs and wants. Good customer service skills are essential for any business that wants to retain customers and grow.

Data entry

Data entry is the process of inputting data into a computer or other electronic device. It can be done by hand, or using a keyboard, scanner, or other input device. Data entry is often used in businesses to track customer information, inventory, and sales.

Telephone etiquette

Telephone etiquette is the set of rules or guidelines that dictate how one should behave when using the telephone. These guidelines can include things such as how to answer the phone, how to place a call, and how to end a call. Many people believe that good telephone etiquette is essential in order to maintain a professional image and to ensure positive customer service interactions.

How to improve phone operator skills

A phone operator is the voice of a company. They are the first person customers speak to when they call, and the last person they speak to when they hang up. It is important for phone operators to have excellent customer service skills in order to create a positive experience for the caller. There are a few key things that phone operators can do to improve their skills and provide better customer service.

1. Be friendly and personable.

The first thing a phone operator should do is be friendly and personable. This means using a pleasant tone of voice, smiling, and making small talk with the caller. This will help to put the caller at ease and make them feel more comfortable talking to you.

2. Listen carefully and ask questions.

It is important for phone operators to listen carefully to what the caller is saying. This includes taking note of any important details that may be relevant to the call. If there is something you do not understand, be sure to ask questions so that you can clarify the situation.

3. Be patient and helpful.

Some calls may be more difficult than others, but it is important for phone operators to remain patient throughout the entire call. They should also be willing to help the caller with whatever issue they are having. This may require some problem-solving skills on behalf of the operator, but it is important to try and resolve the issue as best as possible.

4. Take responsibility for your actions.

If a mistake is made during a call, it is important for phone operators to take responsibility for their actions. This shows that you are accountable for your mistakes and are willing to correct them. It also shows that you care about providing excellent customer service.

5. Follow up with customers after calls.

In some cases, it may be necessary for phone operators to follow up with customers after their initial call. This could involve calling back to check on the status of an issue or simply sending a follow-up email or letter detailing what was discussed during the call. Following up with customers shows that you are dedicated to resolving their issue and ensuring they have a positive experience with your company

How to highlight phone operator skills

To highlight your skills as a Phone Operator, you should focus on your ability to communicate clearly and effectively, as well as your ability to handle customer inquiries in a professional and courteous manner. You should also highlight your ability to multitask and manage multiple phone lines simultaneously.

On a resume

To highlight your skills as a Phone Operator on your resume, you should include your experience with customer service, your ability to handle multiple phone lines, and your ability to stay calm under pressure. You should also list any relevant coursework or training you have in customer service or telephone operator techniques.

In a cover letter

In your cover letter, be sure to highlight your skills as a Phone Operator. Include your experience with handling customer calls, managing call flow, and using a telephone system. Mention any additional skills that may be relevant, such as multitasking or taking messages. Be sure to emphasize your excellent customer service skills and your ability to handle a high volume of calls.

During an interview

In order to highlight your skills as a Phone Operator during an interview, you should be sure to emphasize your ability to handle customer inquiries and complaints in a professional manner, as well as your ability to effectively manage phone calls. Additionally, you should be sure to highlight your excellent communication skills, as well as your ability to work well under pressure.