Beijing Paradise BBS Backup/PARADISE.ISO/software/BBSDOORW/JOB4.ZIP/OOHB0170.HBK

Text File | 1995-10-24 | 10.6 KB | 218 lines

218
Telephone Operators

(D.O.T.  235.222-010, .462-010, .562-014, .662-014, -018, -022, and
-026; and 239.367-026)

Nature of the Work

Although most telephone numbers are dialed directly, some still
require the assistance of a telephone operator.  Telephone company
central office operators help customers with person-to-person or
collect calls or with special billing requests, such as charging a
call to a third number or giving customers credit or a refund for a
wrong number or a bad connection.  Operators also are called upon to
handle emergency calls and assist children or people with physical
limitations.

   Technological innovations have also changed the responsibilities of
central office operators.  Electronic switching systems have
eliminated the need for manual switching, and new systems
automatically record information about the length and cost of calls
into a computer that processes the billing statements.  It is also
now possible in most places to call other countries,
person-to-person, or collect without the help of an operator.  The
task of responding to intercept calls (vacant, changed, or
disconnected numbers) also is automated, and a computerized
recording explains the reason for the interception and gives the new
number.  The monitoring and computing of charges on calls from pay
telephones also have an automated function formerly performed by
operators.

   Directory assistance operators answer inquiries by accessing
computerized alphabetical and geographical directories.  They
generally no longer read numbers; this is done by a computerized
recording.

   Many organizations like hotels and medical centers employ operators
to run private branch exchange (PBX) switchboards.  These
switchboard, or PBX operators, connect interoffice or house calls,
answer and relay outside calls, connect outgoing calls, supply
information to callers, and record charges.  Many also act as
receptionists or information clerks, relaying messages or announcing
visitors.  (Receptionists are described elsewhere in this section of
the Handbook.)

   Operators also work in other settings.  Telephone-answering-service
operators manage switchboards to provide answering service for
clients.  Communication-center operators handle airport authority
communication systems.  For example, they use the public address
system to page passengers or visitors.  They also monitor electronic
equipment alarms.

   Private-branch-exchange service advisors, sometimes called customer
instructors or telephone usage counselors, train switchboard
operators.  Service advisors monitor conversations between operators
and customers to observe the operator's behavior, technical
accuracy, and adherence to company policies.

   Many telephone operators are also receptionists.

Working Conditions

The hours of PBX or switchboard operators generally are the same as
those of other clerical workers in the firm.  In some organizations,
they work 40 hours a week during regular business hours.  Operators
in hotels, hospitals, and other places where telephone service is
needed on a 24-hour basis, work shifts, even on holidays and
weekends.  Telephone company operators generally work 32 1/2 to 37
1/2 hours a week.  They also may work day, evening, or night shifts,
which include weekends and holidays.

   Some operators work split shifts that is, they are on duty during
the peak calling periods in the late morning and early evening and
have time off in between.  Telephone companies normally assign
shifts by seniority, allowing the most experienced workers to choose
when they will work.  These operators, like all telephone company
employees, may be subject to 24-hour call.  In general, though, they
work overtime only during emergencies.

   Many telephone company operators work at video display terminals in
pleasant, well-lighted, air-conditioned surroundings.  But if the
work site is not well designed, these operators may experience
eyestrain and back discomfort.

   The job of a telephone operator requires little physical exertion;
during peak calling periods, however, the pace at the switchboard
may be hectic.  Telephone companies continually strive to increase
operator efficiency, and this can create a tense work environment.
An operator's work generally is quite repetitive and, in telephone
companies, is closely supervised.  Computerized pacing and
monitoring by supervisors, combined with the rapid pace, may cause
stress.  Operators must sit for long periods and usually need
supervisory approval to leave their work stations.

Employment

Telephone operators held about 314,000 jobs in 1992.  About 3 out of
4 worked as PBX operators in hotels, hospitals, department stores,
or other organizations.  The remainder worked in telephone
companies.  Roughly one-fifth of all operators worked part time,
although relatively few of those employed by telephone companies
were part-timers.

Training, Other Qualifications, and Advancement

Telephone operators should be pleasant, courteous, and patient.  A
clear, pleasing voice and good hearing are important.  In addition
to being a good listener, prospective operators should have good
reading, spelling, and arithmetic skills.  Good eye-hand
coordination and manual dexterity are useful, as is an ability to
work well under pressure.  Many employers require operators to pass
a physical examination.  Some employers require a high school
diploma.  High school courses in speech, office practices, and
business math provide a helpful background.  Fluency in a foreign
language is also looked upon favorably.

   New operators are taught how to use the equipment and keep records
of calls.  In larger companies, this may include familiarization
with computer terminals and recordkeeping programs.  In telephone
companies, classroom instruction lasts up to 3 weeks and is followed
by on-the-job training.  Classroom instruction covers time zones
and geography so that central office operators understand rates and
know where major cities are located.  Tapes are used to familiarize
trainees with the dial tone, busy signal, and other telephone sounds
and to improve diction and courtesy by giving them an opportunity to
hear their own voices.  Close supervision continues after training
is completed.

   PBX operators who handle routine calls usually have a somewhat
shorter training period than telephone company operators.  These
workers usually are trained informally by experienced personnel,
although, in some organizations, it may be done by a telephone
company instructor.

   After 1 or 2 years of experience, telephone company operators may be
promoted to service assistant, aiding the supervisor by monitoring
telephone conversations.  Direct promotion to supervisor may also be
possible in some companies.  Some operators advance to other
clerical jobs or to telephone craft jobs such as installer or
repairer.  Large firms may promote PBX operators to more responsible
clerical positions; however, many small businesses have limited
advancement opportunities.

Job Outlook

Employment of operators in telephone companies is expected to
decline sharply through the year 2005 as automation continues to
increase these workers' productivity.  Many telephone companies do
not plan to replace operators who leave and many are laying off
operators.  The number of switchboard or PBX operators will also
decline, but not as fast.  As older switchboards that require
operators to make connections are replaced by ones that route calls
automatically, fewer operators will be needed.  In addition, voice
message systems are expected to proliferate as computers become
smaller, cheaper, and more powerful.  These systems record, store,
play, and forward telephone messages work currently performed by PBX
operators.  In those cases when callers need to speak to an
operator, they may be helped by receptionists who have been trained
to make telephone connections.  However many firms may still keep
switchboard operators for the personal touch, which would somewhat
limit the effects of new technology.

   Voice recognition technology, which gives computers the capacity to
understand speech and to talk back, is now being introduced.  This
equipment will replace some directory assistance operators and
central office operators.

Earnings

Telephone operators who worked year round full time earned a median
weekly salary of $385 in 1992.  The middle 50 percent earned between
$284 and $490.  The bottom 10 percent earned less than $232; the top
10 percent earned more than $561 a week.

   According to a survey of workplaces in 160 metropolitan areas,
switchboard operators had median weekly earnings of $353 in 1992.
The middle half earned between $300 and $400 a week.

   Telephone company operators generally earn more than switchboard
operators.  Operators employed by AT&T and the Bell Operating
Companies and represented by the Communications Workers of America
earned between $550 and $567 a week in 1992.

   Most telephone company operators are members of the Communications
Workers of America or the International Brotherhood of Electrical
Workers.  For these operators, union contracts govern wage rates,
wage increases, and the time required to advance from one step to
the next (it normally takes 4 years to rise from the lowest paying,
nonsupervisory operator position to the highest).  Contracts also
call for extra pay for work beyond the normal 6 1/2 to 7 1/2 hours a
day or 5 days a week, for Sunday and holiday work, and for a pay
differential for nightwork and split shifts.  Many contracts provide
for a 1-week vacation with 6 months of service; 2 weeks for 1 to 6
years; 3 weeks for 7 to 14 years; 4 weeks for 15 to 24 years; and 5
weeks for 25 years and over.  Holidays range from 9 to 11 days a
year.

Related Occupations

Other workers who provide information to the general public include
customer service representatives, dispatchers, hotel clerks,
information clerks, police aides, receptionists, reservation agents,
and travel clerks.

Sources of Additional Information

   For more details about employment opportunities, contact a telephone
company.  For general information on the telephone industry and
career opportunities in it, request copies of Phonefacts from:

   United States Telephone Association, Small Companies Division, 900
19th St.  NW., Suite 800, Washington, DC 20006.

   For general information on the telephone industry contact:

   Communications Workers of America, Research Department, 501 3rd St.
NW., Washington, DC 20001.