Job Duties of a Switchboard Operator

The primary responsibility of a switchboard operator is to answer and direct calls in an informed and informed manner. According to projections from the United States Labor Statistical Office. In the United States, the employment outlook for switchboard operators will be reduced by more than 20% between 2010 and 2020. As a result, many switchboard operators may be required to have additional skills to increase their skills. work across the board, such as performing tasks Administrative skills using computers, math and writing.

Voice mail

The main activities of a switchboard operator include answering telephone calls, which can consist of multiple lines and extensions. The switchboard operators answer calls with a professional telephone tag. Transfer or call directly to the party requesting the call or determine where the caller should go, based on information about the purpose of the call. For example, if a caller says he wants information on a product he has ordered but has not received, the switchboard operator asks follow-up questions to determine if he is directing the call to the shipping department or customer service.

Transfer of information

Telephone operator activities include answering basic business questions for callers who should not be transferred to another extension. They can instruct the office, departmental contacts or staff information. In addition, some telephone switchboard operators provide information to callers on the hiring process of the company, particularly for companies that do not have a human resources department. Operators must also transfer information to company employees who are unavailable to answer calls or who are away from office. They are responsible for the precise transcription of the caller's names, contact information and reasons for the call.

Emergency response

Switchboard operators are often the first entry or face found by callers and office visitors. Therefore, they need to know emergency procedures when faced with threatening circumstances. They are trained to respond to emergency situations, such as routing calls to law enforcement officers in the area and interacting with an unwanted visitor. In addition, they are responsible for alerting security or leadership personnel to questionable calls or visitors that could pose a threat to the organization.

Team management

Some switchboard skills that operators use include instructing new employees on how to operate the telephone system, how to transfer calls to another office or return to the switchboard. The switchboard operators monitor the efficiency of the telephone system and solve routine problems due to the suspicion of equipment malfunction or operational problems. The switchboard operators also communicate with the technological staff the capabilities of the telephone system and if they meet the needs of the company; They can also participate in the evaluation of replacement telephone systems.

Administrative tasks

The operators of the switchboard for small businesses or who assume further responsibilities can carry out administrative or administrative activities. Its first priority is to answer callers and visitors; however, good time management skills can allow them to calculate expense reports, write correspondence or collect and organize job applications.

Other considerations

In addition to pleasant telephone behavior, the key skills that switchboard operator duties must have include verbal and written communication skills. They should focus on details to provide names, phone numbers and accurate and relevant information about callers and employees. Your customer service skills should be top notch because they interact with employees and external business contacts. the average salary of the switchboard operators was $ 28,700, according to the Employment Outlook Handbook of the US Bureau of Statistics. To be fully effective, most managers must have a higher education; However, job training is generally sufficient for the specific orientation of the company.