Telephone Operator Requirements, Skills and Interests

Telephone operators are the first point of contact by telephone. Find out how to use customer service, administrative and IT skills to answer questions and transfer callers to the right department.

This page contains information on the role of an operator / switchboard in the national health service, including access requirements and the necessary skills.

Working  life

As an operator / switchboard, it is usually the first point of contact for anyone who calls a hospital, clinic, health center or national health service. You will use the switchboard equipment to receive calls and pass them to the correct person or department. In some cases, the caller wants information that the user, such as a telephone operator or a switchboard, can provide.

Callers may be anxious or upset, as a telephone operator / switchboard, it may be necessary to calm or reassure them. Some calls are urgent, therefore, it may be necessary to contact emergency services or handle an emergency according to the agreed procedures.

Some operators / operators of telephone exchanges are also receptionists, who personally attend patients, relatives and visitors to the building, as well as telephone calls.

In a large building, such as a hospital or headquarters, such as a telephone operator or a switchboard, you can spend all your time answering phone calls. In a smaller organization, such as a clinic or health center, you may have other duties such as:

• book patients for appointments
• presentation
• photocopy
• data entry
• stationery order
• booking for patient transport

The title of your work may reflect your other duties, for example:

• receptionist / telephone operator
• employee / telephone operator
• receptionist / receptionist
• Administrative assistant
• Administrative Officer

Entry requirements, skills and interests

There are no access requirements to become a telephone operator or switchboard. Employers generally expect good literacy, arithmetic and computer skills. They can apply for GCSE or equivalent.

Employers often request relevant work experience. Even when this isn't specified, it would be an advantage if you worked in customer service or the administrator.

The operators / operators of the switchboard have contacts with healthcare personnel and other administrative personnel.

Personal characteristics -

Telephone operators must:

• be nice and welcoming
• be patient and understanding
• follow the instructions and procedures
• work accurately and methodically
• work in a team but use your own initiative
• use IT / communication equipment
• works with all types of people
• dealing with people who may be angry or upset
• trust to use the phone

Skills required

• organization skills
• good communication skills
• IT skills
• excellent customer service skills
• good phone skills

Also Read : switchboard operator jobs