Phone Operators

The first phone operator was hired in 1878 by the Boston Telephone Despatch Company. Initially, teenage men were hired for these positions, but their bad behavior caused the employment niche to be taken over by women later that same year. At that time, phone operator assistance was required for nearly everything that happened in the world of telephone communication.

In today’s modern world, although much less assistance is required from telephone operators, they are still in some demand. The development of automatic telephone exchanges has caused the function of telephone operators to change from switching calls to customer service. Direct dialing was developed in the early 1920’s as the number of telephone service subscribers exploded and labor costs skyrocketed. Not only did direct dial save money, but it also created a more private environment than previously, when phone operators could listen in to private calls.

Today, computerized dialing has diminished the need for phone operator intervention on most calls, changing the focus of their employment responsibilities. Calls which still require live phone operators include person-to-person calls, collect calls or other billing requests, such as third-party charges or wrong number refunds. One of the most important functions that live phone operators have always served is assisting in emergencies or helping those with disabilities. This job responsibility is unlikely to change in the near future, if ever.

Although monitoring, intercepting and bill computation are no longer performed by telephone operators, there are still many occupational settings which require them. Directory assistance still requires a phone operator to look up numbers, although reading them back to the customer is typically accomplished electronically. Phone operator assistance is required by private switchboards, telephone-answering services and communication centers. They may also be used to train customer service operators and monitor their calls for quality and training purposes.

Many phone operators work forty-hour weeks, but those working environments requiring twenty-four hour telephone operator services may work shorter shifts and operators will be required to work odd hours. Phone operators are typically trained on the job. Those applying to become a modern Phone operator should be personable, well-spoken and computer literate. Current employment opportunities for telephone operators are limited.