# Switchboard Operators, Including Answering Service

> Operate telephone business systems equipment or switchboards to relay incoming, outgoing, and interoffice calls. May supply information to callers and record messages.
- **Entity Type:** role
- **Schema Version:** role.v1
- **Soc Code:** 43-2011.00
- **Summary:** Operate telephone business systems equipment or switchboards to relay incoming, outgoing, and interoffice calls. May supply information to callers and record messages.

## Aliases

- CBX Operator (Computerized Branch Exchange Operator)
- Communications Specialist
- PBX Operator (Private Branch Exchange Operator)
- Switchboard Operator (SB Operator)
- Central Communications Specialist
- Communications Operator
- Information Specialist
- Switchboard Receptionist (SB Receptionist)
- Telecommunications Clerk
- Telecommunications Operator
- Answering Service Telephone Operator
- Combination Operator

## Tasks

| Text | Type | Iwa |
| --- | --- | --- |
| Operate communication systems, such as telephone, switchboard, intercom, two-way radio, or public address. | Core | 4.A.3.a.3.j |
| Answer incoming calls, greeting callers, providing information, transferring calls or taking messages as necessary. | Core | 4.A.4.a.3.c |
| Greet visitors, log them in and out of the facility, assign them security badges, and contact employee escorts. | Core | 4.A.4.a.5.a |
| Monitor alarm systems to ensure that secure conditions are maintained. | Supplemental | 4.A.1.a.2.g |
| Contact security staff members when necessary, using radio-telephones. | Supplemental | 4.A.3.a.1.k |
| Monitor emergency and code alarms, make emergency announcements, or route emergency calls to the appropriate location. | Core | 4.A.1.a.2.g |
| Record messages, suggesting rewording for clarity or conciseness. | Core | 4.A.3.a.3.e |
| Page individuals to inform them of telephone calls, using paging or interoffice communication equipment. | Core | 4.A.3.a.3.j |
| Complete forms for sales orders. | Supplemental | 4.A.3.b.6.m |
| Relay or route written or verbal messages. | Core | 4.A.4.a.2.c |
| Perform various cash handling tasks, such as collecting payments, making bank deposits, or managing petty cash. | Core | 4.A.2.a.2.d |
| Place telephone calls or arrange conference calls as instructed. | Core | 4.A.3.a.3.j |

## Emerging Tasks


## Activities

| Name | Iwa |
| --- | --- |
| Proofread documents, records, or other files to ensure accuracy. | 4.A.2.a.3.a |
| Type documents. | 4.A.4.c.1.a |
| Sort mail. | 4.A.2.a.2.b |
| Schedule appointments. | 4.A.2.b.5.c |
| Execute sales or other financial transactions. | 4.A.4.c.1.c |
| Monitor alarm systems. | 4.A.1.a.2.g |
| Answer telephones to direct calls or provide information. | 4.A.4.a.3.c |
| Refer customers to appropriate personnel. | 4.A.4.a.5.a |
| Greet customers, patrons, or visitors. | 4.A.4.a.5.j |
| Prepare cash for deposit or disbursement. | 4.A.2.a.2.d |
| Collect deposits, payments or fees. | 4.A.4.c.3.d |
| Order materials, supplies, or equipment. | 4.A.4.c.3.e |
| Operate communications equipment or systems. | 4.A.3.a.3.j |
| Relay information between personnel. | 4.A.4.a.2.c |
| Maintain security. | 4.A.3.a.1.k |
| Maintain call records. | 4.A.3.b.6.h |
| Operate audio recording equipment. | 4.A.3.a.3.e |
| File documents or records. | 4.A.4.c.1.a |
| Answer customer questions about goods or services. | 4.A.4.a.8.c |
| Prepare documentation for contracts, transactions, or regulatory compliance. | 4.A.3.b.6.m |

## Capabilities

| Name | Family | Value |
| --- | --- | --- |
| Customer and Personal Service | knowledge | 4.34 |
| Oral Comprehension | ability | 4.12 |
| Oral Expression | ability | 4.12 |
| Active Listening | essential_skill | 4 |
| Speech Recognition | ability | 4 |
| Speech Clarity | ability | 4 |
| Speaking | essential_skill | 3.88 |
| English Language | knowledge | 3.85 |
| Administrative | knowledge | 3.68 |
| Social Perceptiveness | transferable_skill | 3.5 |
| Computers and Electronics | knowledge | 3.49 |
| Near Vision | ability | 3.38 |
| Telecommunications | knowledge | 3.34 |
| Service Orientation | transferable_skill | 3.12 |
| Selective Attention | ability | 3.12 |
| Reading Comprehension | essential_skill | 3 |
| Coordination | transferable_skill | 3 |
| Written Comprehension | ability | 3 |
| Written Expression | ability | 3 |
| Deductive Reasoning | ability | 3 |
| Inductive Reasoning | ability | 3 |
| Information Ordering | ability | 3 |
| Monitoring | essential_skill | 2.88 |
| Problem Sensitivity | ability | 2.88 |
| Administration and Management | knowledge | 2.79 |
| Writing | essential_skill | 2.75 |
| Critical Thinking | essential_skill | 2.75 |
| Time Management | transferable_skill | 2.75 |
| Perceptual Speed | ability | 2.75 |
| Far Vision | ability | 2.75 |
| Auditory Attention | ability | 2.75 |
| Communications and Media | knowledge | 2.73 |
| Judgment and Decision Making | transferable_skill | 2.62 |
| Time Sharing | ability | 2.62 |
| Public Safety and Security | knowledge | 2.54 |
| Personnel and Human Resources | knowledge | 2.52 |
| Active Learning | essential_skill | 2.5 |
| Complex Problem Solving | transferable_skill | 2.5 |
| Category Flexibility | ability | 2.5 |
| Mathematics | knowledge | 2.45 |

## Skills

| Name | Type |
| --- | --- |
| Speech Recognition | Specialized Skill |
| Active Listening | Common Skill |
| English Language | Common Skill |
| Social Perceptiveness | Common Skill |
| Microsoft Excel | Common Skill |
| Telecommunications | Specialized Skill |
| Reading Comprehension | Common Skill |
| Microsoft Word | Common Skill |
| Microsoft Windows | Common Skill |
| Microsoft PowerPoint | Common Skill |
| Microsoft Outlook | Common Skill |
| Microsoft Access | Specialized Skill |
| Information Ordering | Specialized Skill |
| Inductive Reasoning | Common Skill |
| Deductive Reasoning | Common Skill |
| Writing | Common Skill |
| Time Management | Common Skill |
| Critical Thinking | Common Skill |
| Complex Problem Solving | Common Skill |
| Active Learning | Common Skill |
| Mathematics | Common Skill |
| Finger Dexterity | Common Skill |
| Psychology | Specialized Skill |
| Negotiation | Common Skill |
| Systems Analysis | Specialized Skill |
| Learning Strategies | Specialized Skill |
| Instructing | Specialized Skill |
| IBM Notes | Specialized Skill |
| Visualization | Specialized Skill |
| Foreign Language | Common Skill |
| Geography | Specialized Skill |
| Depth Perception | Common Skill |
| Chemistry | Specialized Skill |
| Physics | Specialized Skill |
| Presentation Software | Specialized Skill |
| Installation | Specialized Skill |
| Equipment Selection | Specialized Skill |
| Equipment Maintenance | Specialized Skill |
| Biology | Specialized Skill |

## Tools

| Example | Category | Hot | In Demand |
| --- | --- | --- | --- |
| Microsoft Excel | Spreadsheet software | yes | yes |
| Microsoft Office software | Office suite software | yes | yes |
| Microsoft Access | Data base user interface and query software | yes | no |
| Microsoft Outlook | Electronic mail software | yes | no |
| Microsoft PowerPoint | Presentation software | yes | no |
| Microsoft Windows | Operating system software | yes | no |
| Microsoft Word | Word processing software | yes | no |
| SAP software | Enterprise resource planning ERP software | yes | no |
| IBM Notes | Electronic mail software | no | no |
| M-Tech Hotel Service Optimization System HotSOS | Facilities management software | no | no |

## Work Context

| Name | Value |
| --- | --- |
| Telephone Conversations | 5 |
| Contact With Others | 4.98 |
| E-Mail | 4.61 |
| Face-to-Face Discussions with Individuals and Within Teams | 4.6 |
| Frequency of Decision Making | 4.49 |
| Deal With External Customers or the Public in General | 4.39 |
| Work With or Contribute to a Work Group or Team | 4.35 |
| Dealing With Unpleasant, Angry, or Discourteous People | 4.34 |
| Indoors, Environmentally Controlled | 4.33 |
| Importance of Being Exact or Accurate | 3.93 |
| Written Letters and Memos | 3.8 |
| Physical Proximity | 3.75 |
| Freedom to Make Decisions | 3.71 |
| Spend Time Sitting | 3.69 |
| Spend Time Making Repetitive Motions | 3.61 |
| Conflict Situations | 3.59 |
| Importance of Repeating Same Tasks | 3.58 |
| Determine Tasks, Priorities and Goals | 3.55 |
| Impact of Decisions on Co-workers or Company Results | 3.48 |
| Coordinate or Lead Others in Accomplishing Work Activities | 3.31 |
| Time Pressure | 3.22 |
| Spend Time Using Your Hands to Handle, Control, or Feel Objects, Tools, or Controls | 2.92 |
| Health and Safety of Other Workers | 2.72 |
| Work Outcomes and Results of Other Workers | 2.55 |
| Exposed to Sounds, Noise Levels that are Distracting or Uncomfortable | 2.54 |
| Level of Competition | 2.44 |
| Spend Time Standing | 2.34 |
| Degree of Automation | 2.31 |
| Spend Time Walking or Running | 2.21 |
| Exposed to Contaminants | 2.06 |
| Consequence of Error | 2.03 |
| Spend Time Bending or Twisting Your Body | 1.88 |
| Dealing with Violent or Physically Aggressive People | 1.75 |
| Exposed to Disease or Infections | 1.67 |
| Public Speaking | 1.61 |
| Exposed to Extremely Bright or Inadequate Lighting Conditions | 1.47 |
| Spend Time Kneeling, Crouching, Stooping, or Crawling | 1.33 |
| Outdoors, Exposed to All Weather Conditions | 1.3 |
| Exposed to Cramped Work Space, Awkward Positions | 1.28 |
| Exposed to Radiation | 1.28 |

## Preparation

- **Job Zone:** 2
- **Job Zone Name:** Job Zone 1-2: Very Little to Some Preparation Needed
- **Education:** Usually requires a high school diploma or GED, though some occupations may not.
- **Experience:** Some occupations may need little or no previous experience; others require several months to a year of experience. For example, landscaping and groundskeeping workers might require very little training or previous experience, while agricultural equipment operators can benefit from on-the job training.
- **Svp Range:** (Below 6.0)

### Education Distribution

| Label | Percentage |
| --- | --- |
| High School Diploma | 88.55 |
| Post-Secondary Certificate | 5.14 |
| Post-Baccalaureate Certificate | 3.04 |
| Some College Courses | 2.05 |
| Less than a High School Diploma | 0.64 |
| Associate's Degree (or other 2-year degree) | 0.58 |

## Person Fit

| Name | Family | Value |
| --- | --- | --- |
| Conventional | career_interest_type | 5.95 |
| Office Work | specific_interest_area | 5.91 |
| Realistic | career_interest_type | 3.63 |
| Enterprising | career_interest_type | 3.18 |
| Social | career_interest_type | 2.91 |
| Personal Service | specific_interest_area | 2.48 |
| Dependability | work_style | 2.36 |
| Cooperation | work_style | 2.07 |
| Social Orientation | work_style | 1.92 |
| Attention to Detail | work_style | 1.86 |
| Self-Control | work_style | 1.8 |
| Information Technology | specific_interest_area | 1.77 |
| Mechanics/Electronics | specific_interest_area | 1.65 |
| Human Resources | specific_interest_area | 1.64 |
| Accounting | specific_interest_area | 1.62 |
| Management/Administration | specific_interest_area | 1.56 |

## Related Roles

| Soc Code | Slug | Title | Tier |
| --- | --- | --- | --- |
| 43-4171.00 | role-43-4171-00 | Receptionists and Information Clerks | Primary-Short |
| 43-9061.00 | role-43-9061-00 | Office Clerks, General | Primary-Short |
| 43-2021.00 | role-43-2021-00 | Telephone Operators | Primary-Short |
| 43-4051.00 | role-43-4051-00 | Customer Service Representatives | Primary-Short |
| 43-5031.00 | role-43-5031-00 | Public Safety Telecommunicators | Primary-Short |
| 41-9041.00 | role-41-9041-00 | Telemarketers | Primary-Long |
| 43-5032.00 | role-43-5032-00 | Dispatchers, Except Police, Fire, and Ambulance | Primary-Long |
| 43-6014.00 | role-43-6014-00 | Secretaries and Administrative Assistants, Except Legal, Medical, and Executive | Primary-Long |
| 43-6013.00 | role-43-6013-00 | Medical Secretaries and Administrative Assistants | Primary-Long |
| 43-6011.00 | role-43-6011-00 | Executive Secretaries and Executive Administrative Assistants | Primary-Long |
| 49-2022.00 | role-49-2022-00 | Telecommunications Equipment Installers and Repairers, Except Line Installers | Supplemental |
| 43-1011.00 | role-43-1011-00 | First-Line Supervisors of Office and Administrative Support Workers | Supplemental |

## Career Clusters

| Cluster | Slug |
| --- | --- |
| Healthcare & Human Services | healthcare-human-services |

## Education Level

- **Category:** High school diploma or equivalent

## Study Programs


## Market

- **Median Wage:** 38370
- **Mean Wage:** 42130
- **Pct10Wage:** 29820
- **Pct25Wage:** 34250
- **Pct75Wage:** 46330
- **Pct90Wage:** 60940
- **Employment:** 35730
- **Area Title:** U.S.

## Industries


### Top

| Naics | Slug | Title | Level | Employment | Median Wage | Lq |
| --- | --- | --- | --- | --- | --- | --- |
| 62 | 62 | Health Care and Social Assistance | Sector | 17860 | 39840 | 3.34 |
| 56 | 56 | Administrative and Support and Waste Management and Remediation Services | Sector | 8250 | 36200 | 3.94 |
| 72 | 72 | Accommodation and Food Services | Sector | 2640 | 44780 | 0.8 |
| 54 | 54 | Professional, Scientific, and Technical Services | Sector | 980 | 34890 | 0.39 |
| 44-45 | 44-45 | Retail Trade | Sector | 900 | 33990 | 0.25 |
| 52 | 52 | Finance and Insurance | Sector | 710 | 41540 | 0.49 |
| 61 | 61 | Educational Services | Sector | 700 | 38730 | 0.22 |
| 55 | 55 | Management of Companies and Enterprises | Sector | 690 | 39380 | 1.06 |
| 51 | 51 | Information | Sector | 480 | 29680 | 0.71 |
| 721120 | 721120 | Casino Hotels | National industry | 420 | 35580 | 5.38 |
| 81 | 81 | Other Services (except Public Administration) | Sector | 340 | 37490 | 0.33 |
| 71 | 71 | Arts, Entertainment, and Recreation | Sector | 320 | 35780 | 0.52 |

### Concentrated

| Naics | Slug | Title | Level | Employment | Lq |
| --- | --- | --- | --- | --- | --- |
| 721120 | 721120 | Casino Hotels | National industry | 420 | 5.38 |
| 56 | 56 | Administrative and Support and Waste Management and Remediation Services | Sector | 8250 | 3.94 |
| 62 | 62 | Health Care and Social Assistance | Sector | 17860 | 3.34 |
| 55 | 55 | Management of Companies and Enterprises | Sector | 690 | 1.06 |
| 72 | 72 | Accommodation and Food Services | Sector | 2640 | 0.8 |
| 51 | 51 | Information | Sector | 480 | 0.71 |
| 71 | 71 | Arts, Entertainment, and Recreation | Sector | 320 | 0.52 |
| 52 | 52 | Finance and Insurance | Sector | 710 | 0.49 |
- **Count:** 23

## Ai Signals

| Source | Label | Score | Scale | Release |
| --- | --- | --- | --- | --- |
| frey_osborne | Computerization probability | 0.96 | 0-1 probability | 2013-baseline-2016-employment-snapshot |
| felten_aioe | AI occupational exposure | 0.9832644 | relative exposure score | 2021-plus-generative-ai-workbooks |
| felten_image_generation_aioe | Image generation occupational exposure | -0.5394033 | relative exposure score | 2021-plus-generative-ai-workbooks |
| felten_language_modeling_aioe | Language modeling occupational exposure | 1.244421 | relative exposure score | 2021-plus-generative-ai-workbooks |

## Ai Outlook


### Index

- **Value:** 73
- **Percentile:** 74
- **Band:** High
- **Version:** ai-exposure-index-v1

#### Components

| Percentile | Source |
| --- | --- |
| 73 | felten_aioe |
| 59 | openai_gpts_are_gpts |
| 88 | microsoft_working_with_ai |
- **Component Count:** 3

### Exposure

| Source | Label | Value | Percentile | Band | Note |
| --- | --- | --- | --- | --- | --- |
| felten_aioe | Overall AI exposure (Felten et al.) | 0.9832644 | 73 | High | How much this job's abilities overlap with what AI systems can do, across many AI capabilities. A relative research score, not a forecast of job loss. |
| eloundou_gamma | LLM task exposure, γ (OpenAI / Eloundou) | 0.7419354838709677 | 59 | Moderate | Share of this job's tasks where a large language model plus simple tools could cut the time to do them by at least half. γ is capped at 1.0 and many jobs reach that ceiling, so treat a top score as 'in the top group', not a precise rank. |
| microsoft_applicability | AI assistant applicability (Microsoft) | 0.29787166807045284 | 88 | High | How applicable today's AI assistants are to this job's activities, measured from real Microsoft Copilot conversations. Applicability is not the same as replacement. |

### Frey Historical

- **Source:** frey
- **Label:** Computerization probability (Frey & Osborne, 2013)
- **Value:** 0.96
- **Percentile:** 91
- **Band:** High
- **Note:** A pre-LLM (2013) estimate of how automatable this job is by computerization and robotics. Shown for historical context only — it is not part of any current AI ranking.
- **Teleworkable:** yes

### Eloundou

- **Alpha:** 0.5161290322580645
- **Beta:** 0.6290322580645161
- **Gamma:** 0.7419354838709677

### Usage Tasks

| Task | Usage Percent | Importance |
| --- | --- | --- |
| Record messages, suggesting rewording for clarity or conciseness. | 0.26929982046678635 | 4.47 |
| Operate communication systems, such as telephone, switchboard, intercom, two-way radio, or public address. | 0.0018487401862708444 | 4.74 |
- **Usage Release:** 2026-01-15-v4-plus-2025-03-27-v2

### Bls

- **Growth Percent:** -26.3
- **Growth Percentile:** 0
- **Direction:** Declining
- **Annual Openings Thousands:** 2.8
- **Annual Openings Percentile:** 36
- **Employment2024Thousands:** 36.6
- **Employment2034Thousands:** 27

### Sources

| Source | Version |
| --- | --- |
| bls_employment_projections | 2024-2034 |
| dingel_neiman | dingel-neiman-workathome |
| felten_aioe | felten-raj-seamans-aioe |
| frey_osborne | frey-osborne-automation |
| microsoft_working_with_ai | working-with-ai |
| openai_gpts_are_gpts | gpts-are-gpts |

## Ai Playbook

- **Trusted Task Count:** 3
- **Task Count:** 4
- **Total Sample:** 246
- **Autonomy Median:** 3
- **Dominant Collaboration:** directive
- **Automation Share:** 43.11
- **Augmentation Share:** 37.33
- **Work Use Percent:** 52.89

### Collaboration

| Label | Percent |
| --- | --- |
| directive | 43.11 |
| task iteration | 28.89 |
| none | 14.67 |
| validation | 8.44 |

### Use Case

| Label | Percent |
| --- | --- |
| work | 52.89 |
| personal | 34.67 |
| coursework | 8.44 |

### Delegated Tasks

| Task | Usage Percent | Collaboration | Autonomy Median | Sample Count |
| --- | --- | --- | --- | --- |
| Record messages, suggesting rewording for clarity or conciseness. | 0.014501812726590825 | directive | 3 | 145 |
| Perform various data entry or word processing tasks, such as updating phone directories, typing or proofreading documents, or creating schedules. | 0.00450056257032129 | directive | 3 | 45 |
| Answer incoming calls, greeting callers, providing information, transferring calls or taking messages as necessary. | 0.003500437554694337 | none | 3 | 35 |

### Boundary Tasks

| Task | Human Needed Percent | Sample Count |
| --- | --- | --- |
| Record messages, suggesting rewording for clarity or conciseness. | 100 | 145 |
| Answer incoming calls, greeting callers, providing information, transferring calls or taking messages as necessary. | 100 | 35 |
| Perform various data entry or word processing tasks, such as updating phone directories, typing or proofreading documents, or creating schedules. | 97.77777777777777 | 45 |

### Seed Prompts

| Prompt | Collaboration |
| --- | --- |
| Do this for me: record messages, suggesting rewording for clarity or conciseness. Give me a finished draft I can review and adjust. | directive |
| Do this for me: perform various data entry or word processing tasks, such as updating phone directories, typing or proofreading documents, or creating schedules. Give me a finished draft I can review and adjust. | directive |
| Help me with this part of my job: answer incoming calls, greeting callers, providing information, transferring calls or taking messages as necessary | none |
- **Release:** 2026-01-15-v4-plus-2025-03-27-v2

## Counts

- **Tasks:** 19
- **Skills:** 39
- **Capabilities:** 120
- **Tools:** 10
- **Related Roles:** 20

## Source

- **Dataset:** gold.onet_role_starter_surface
- **Version:** 30.3
- **Generated At:** 2026-06-02T21:00:32.945303+00:00
- **Content Hash:** 4275603e1257d966