When you call a company or organization, have you ever wondered how your calls are directed to the right employee or the right department? That is the job of the phone operator, and while their daily tasks vary, the main responsibility is that the caller’s issue is addressed or directed to the concerned party.

If you are looking into a career as a phone operator, here are details that can help give you a head start:

Phone Operators – What You Need to Know

Phone operators’ tasks and responsibilities differ according to the nature of the business of who they are working for. For example, phone operators in hotels are responsible for assisting guests and potential guests for all hotel-related inquiries such as booking, billing, reservations, and special requests.

Phone operators who work for emergency hotlines such as 911 are responsible for logging in the caller’s issue and contact information and ensuring that their needs are attended to by emergency responders.

Phone operators for corporations or businesses that provide products or services also function as front-desk receptionists and they are tasked to answer questions from customers or potential customers and keep track of their issues, requests, or complaints.

Regardless of the company, phone operators are bound by confidentiality agreements and are therefore obligated to treat each call received as secure and confidential.

Salary

According to PayScale.com, phone operators can earn as much as $23,582 – $44,602a year.

Skills

To be a phone operator, the minimum requirement is Grade 12 or equivalent educator. They have to have excellent communication and coordination skills. They also have to be well-organized and time-conscious and possess excellent judgment and assessment skills.

Required skills for emergency responders tend to be more rigorous than front-desk operators. In some cases, emergency dispatchers are often required to have a clean record and should be prepared to undergo medical testing, vision-field testing, and auditory standard testing. In particular, call taker for paramedic services must themselves have certification in CPR and Standard First Aid training. 911 Operators must pass an RMCP Entrance Exam.

Pros and Cons

An advantage of being a phone operator is that you are the first point of contact of clients and customers. This means, you always have to be able to think on your toes and make a good impression. For some, this can be challenging but for most people, this is a welcome challenge of which they are happy to oblige.

Phone operators who deal with emergencies, on the other hand, can involve high levels of stress, and because of the nature of their job, they should be prepared to work night shifts and weekends and even on holidays. It can be extremely taxing both physically and mentally. However, you have to keep in mind you are doing good work in the name of public security and safety.

SOURCES:

https://ca.indeed.com/rc/clk?jk=14ad7be008276c38&from=vj&pos=bottom

https://www.theglobeandmail.com/report-on-business/careers/career-advice/i-want-to-be-a-911-operator-what-will-my-salary-be/article18784968/

https://www.payscale.com/research/CA/Job=Receptionist_%2F_Telephone_Operator/Hourly_Rate