16 Telephone Operator Skills for Your Career and Resume

Telephone operators are responsible for handling a variety of customer service and administrative tasks for businesses. They need to have strong customer service skills and be able to handle a variety of tasks at once. If you’re interested in becoming a telephone operator, learning about the skills that are necessary for this position can help you determine if it’s the right career for you.

Call Routing

Call routing is the ability to direct incoming calls to the appropriate person. For example, if a customer calls about an internet service issue, you might ask them for their account number and then transfer them to the correct department. This ensures that customers receive the help they need as quickly as possible. It also helps your company save time by reducing the amount of back-and-forth communication between departments.

Answering Calls

Answering calls is a necessary skill for telephone operators. You should be able to answer incoming phone calls in a professional and courteous manner. This includes greeting the caller, asking them how you can help them and providing any information they need. It’s also important to listen carefully to what the caller says so that you can provide accurate information or direct them to the right person.

Troubleshooting

Troubleshooting is the ability to identify and solve problems. As a telephone operator, you may need to troubleshoot technical issues with equipment or software. You also might help customers resolve their own issues by providing them with information they can use to fix the problem themselves. This skill allows you to be an effective member of your team and ensures that your customers are satisfied.

Flexibility

Flexibility is the ability to adapt to changing circumstances. As a telephone operator, you may need to change your schedule at short notice or work different shifts than usual. You also might be asked to fill in for other operators when they’re absent. Flexibility can help you adjust quickly and perform well under any circumstance.

Transferring Calls

Telephone operators often take calls from multiple people at once. This requires them to transfer the call to another operator or department so that each person can receive the attention they need. Telephone operators should be able to listen to a caller’s request and determine which department is best suited to handle it. They also need to know how to navigate their company’s phone system in order to connect callers with the right departments.

Listening Skills

Telephone operators must be able to listen carefully to the needs of their customers. They need to understand what a customer is saying and respond appropriately. For example, if a customer asks for directions to a location, the operator should be able to provide accurate information. Similarly, if a customer has an emergency, the operator should be able to direct them to the appropriate resources.

Patience

Patience is the ability to remain calm and composed in stressful situations. Telephone operators often work with customers who are upset or frustrated, so it’s important for them to maintain composure and listen carefully to their concerns. Patience also helps telephone operators stay focused on their tasks and complete them efficiently.

Reporting

A telephone operator needs to be able to report information clearly and concisely. This means that they need to have excellent listening skills, the ability to remember details and a strong command of the English language. When reporting, telephone operators should also be able to relay messages accurately so that customers can understand what is happening with their call or request.

Communication

Communication is the ability to convey information clearly and concisely. As a telephone operator, you may need to relay messages or instructions from one person to another. You should be able to communicate in a way that ensures both parties understand each other. This can help reduce confusion and ensure everyone involved has the same understanding of the situation.

Customer Service

Customer service is the ability to provide a positive experience for your customers. As a telephone operator, you may not have direct interaction with customers, but you can still provide excellent customer service by being friendly and helpful over the phone. You should also be able to answer questions about products or services that the company offers.

Data Entry

Data entry is the ability to input information into a computer system. As a telephone operator, you may need to enter data from incoming calls or messages. For example, if someone leaves a voicemail message, you might need to type their name and phone number into an employee database so that the company can call them back. You also may need to enter customer information when scheduling appointments or sending out mailers.

Telephone Etiquette

Telephone etiquette is the set of rules and standards that govern how you interact with others over the phone. It’s important to be mindful of your tone, volume and speed when speaking on the phone so as not to offend or confuse callers. Telephone etiquette also includes knowing when it’s appropriate to laugh or smile while talking to someone. For example, if a customer asks a serious question, it’s best to remain professional and offer them an answer rather than laughing at their inquiry.

Attention to Detail

Attention to detail is the ability to notice small details and make sure they are correct. Telephone operators must be able to listen carefully to what callers say, write down their information accurately and enter it into a computer correctly. They also need to pay attention to details when following written procedures for tasks such as updating caller lists or transferring calls.

Voicemail

Voicemail is a system that allows callers to leave messages for someone who isn’t available. Telephone operators use voicemail when they aren’t able to answer calls, and it’s important for them to be familiar with how the system works so they can direct customers to leave a message. It’s also helpful for telephone operators to know how to navigate their company’s voicemail system in case they need to retrieve information from a customer.

Multi-Line Phone System

A multi-line phone system is a set of telephone lines that are connected to the same switchboard. This allows you to answer multiple calls at once, which can help you serve customers more efficiently and reduce wait times for callers. You may also need to transfer incoming calls between different extensions or departments. Having experience with a multi-line phone system can help you perform these tasks quickly and accurately.

Multi-tasking

A telephone operator needs to be able to multi-task, or perform multiple tasks simultaneously. This includes taking calls, entering data into a computer and communicating with customers in person. It’s important for telephone operators to stay focused on the task at hand while performing several different duties.

For example, when speaking with a customer about their account, it’s important that the telephone operator listens carefully to ensure they understand the customer’s concerns. They also need to take notes so they can accurately process the customer’s request.

How Can I Learn These Telephone Operator Skills?

There are a few ways that you can learn the skills necessary to be a telephone operator. Many of these skills can be learned through on-the-job training, or by taking a course at a local community college. You can also find many resources online that can help you learn the skills needed to be a telephone operator. Many of these skills, such as call routing and answering calls, can be learned by reading articles or watching videos. Other skills, such as troubleshooting and flexibility, can be learned by taking on-the-job training.