# Telephone Operators

> Provide information by accessing alphabetical, geographical, or other directories. Assist customers with special billing requests, such as charges to a third party and credits or refunds for incorrectly dialed numbers or bad connections. May handle emergency calls and assist children or people with physical disabilities to make telephone calls.
- **Entity Type:** role
- **Schema Version:** role.v1
- **Soc Code:** 43-2021.00
- **Summary:** Provide information by accessing alphabetical, geographical, or other directories. Assist customers with special billing requests, such as charges to a third party and credits or refunds for incorrectly dialed numbers or bad connections. May handle emergency calls and assist children or people with physical disabilities to make telephone calls.

## Aliases

- 411 Directory Assistance Operator (411 Directory Assistance Op)
- Directory Assistance Operator (Directory Assistance Op)
- Phone Operator (Telephone Operator)
- TELECOM Op (Telecommunications Operator)
- Information Specialist
- Live Source Operator (Live Source Op)
- Long Distance Operator (LD Operator)
- PBX Operator (Post Box Exchange Operator)
- Phone Secretary (Telephone Secretary)
- Toll Operator (Toll Op)
- Central Office Operator (CO Op)
- Change Number Operator (Change Number Op)

## Tasks

| Text | Type | Iwa |
| --- | --- | --- |
| Observe signal lights on switchboards, and dial or press buttons to make connections. | Core | 4.A.3.a.3.j |
| Operate paging systems or other systems of bells or buzzers to notify recipients of incoming calls. | Supplemental | 4.A.3.a.3.j |
| Operate telephone switchboards and systems to advance and complete connections, including those for local, long distance, pay telephone, mobile, person-to-person, and emergency calls. | Core | 4.A.3.a.3.j |
| Listen to customer requests, referring to alphabetical or geographical directories to answer questions and provide telephone information. | Core | 4.A.1.a.1.d |
| Monitor automated systems for placing collect calls and intervene for a callers needing assistance. | Supplemental | 4.A.3.a.3.j |
| Suggest and check alternate spellings, locations, or listing formats to customers lacking details or complete information. | Core | 4.A.4.a.5.h |
| Update directory information. | Core | 4.A.3.b.1.f |
| Perform clerical duties such as typing, proofreading, and sorting mail. | Core | 4.A.2.a.2.b |
| Offer special assistance to persons such as those who are unable to dial or who are in emergency situations. | Core | 4.A.4.a.5.i |
| Interrupt busy lines if an emergency warrants. | Supplemental | 4.A.3.a.3.j |
| Provide assistance for customers with special billing requests. | Supplemental | 4.A.4.a.3.c |
| Provide relay service for users who are deaf or hard of hearing. | Supplemental | 4.A.4.a.5.i |

## Emerging Tasks


## Activities

| Name | Iwa |
| --- | --- |
| Search files, databases or reference materials to obtain needed information. | 4.A.1.a.1.d |
| Answer telephones to direct calls or provide information. | 4.A.4.a.3.c |
| Assist individuals with paperwork. | 4.A.4.a.5.h |
| Assist disabled or incapacitated individuals. | 4.A.4.a.5.i |
| Operate communications equipment or systems. | 4.A.3.a.3.j |
| Discuss account status or activity with customers or patrons. | 4.A.4.a.3.c |
| Sort mail. | 4.A.2.a.2.b |
| Proofread documents, records, or other files to ensure accuracy. | 4.A.2.a.3.a |
| Promote products, services, or programs. | 4.A.4.a.6.c |
| Enter information into databases or software programs. | 4.A.3.b.1.f |
| Maintain call records. | 4.A.3.b.6.h |

## Capabilities

| Name | Family | Value |
| --- | --- | --- |
| Customer and Personal Service | knowledge | 4.24 |
| Oral Expression | ability | 4.12 |
| Active Listening | essential_skill | 4 |
| Speaking | essential_skill | 4 |
| Oral Comprehension | ability | 4 |
| Speech Recognition | ability | 4 |
| Speech Clarity | ability | 4 |
| Telecommunications | knowledge | 3.75 |
| Administrative | knowledge | 3.59 |
| Service Orientation | transferable_skill | 3.5 |
| English Language | knowledge | 3.2 |
| Social Perceptiveness | transferable_skill | 3.12 |
| Computers and Electronics | knowledge | 3.11 |
| Reading Comprehension | essential_skill | 3 |
| Critical Thinking | essential_skill | 3 |
| Written Comprehension | ability | 3 |
| Problem Sensitivity | ability | 3 |
| Selective Attention | ability | 3 |
| Near Vision | ability | 3 |
| Deductive Reasoning | ability | 2.88 |
| Inductive Reasoning | ability | 2.88 |
| Monitoring | essential_skill | 2.75 |
| Written Expression | ability | 2.75 |
| Information Ordering | ability | 2.75 |
| Complex Problem Solving | transferable_skill | 2.62 |
| Finger Dexterity | ability | 2.62 |
| Administration and Management | knowledge | 2.59 |
| Coordination | transferable_skill | 2.5 |
| Time Management | transferable_skill | 2.5 |
| Category Flexibility | ability | 2.5 |
| Flexibility of Closure | ability | 2.5 |
| Auditory Attention | ability | 2.5 |
| Public Safety and Security | knowledge | 2.43 |
| Education and Training | knowledge | 2.31 |
| Writing | essential_skill | 2.25 |
| Active Learning | essential_skill | 2.25 |
| Judgment and Decision Making | transferable_skill | 2.25 |
| Perceptual Speed | ability | 2.25 |
| Personnel and Human Resources | knowledge | 2.24 |
| Communications and Media | knowledge | 2.13 |

## Skills

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

## Tools

| Example | Category | Hot | In Demand |
| --- | --- | --- | --- |
| Microsoft Office software | Office suite software | yes | yes |
| Microsoft Excel | Spreadsheet 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 |
| Computer aided dispatch software | Helpdesk or call center software | no | no |
| Handheld computer device software | Operating system software | no | no |
| Video conference software | Video conferencing software | no | no |

## Work Context

| Name | Value |
| --- | --- |
| Telephone Conversations | 5 |
| Contact With Others | 5 |
| Deal With External Customers or the Public in General | 4.68 |
| Work With or Contribute to a Work Group or Team | 4.67 |
| Face-to-Face Discussions with Individuals and Within Teams | 4.6 |
| E-Mail | 4.48 |
| Indoors, Environmentally Controlled | 4.27 |
| Frequency of Decision Making | 4.18 |
| Importance of Being Exact or Accurate | 4.17 |
| Spend Time Making Repetitive Motions | 4.11 |
| Coordinate or Lead Others in Accomplishing Work Activities | 3.92 |
| Dealing With Unpleasant, Angry, or Discourteous People | 3.9 |
| Importance of Repeating Same Tasks | 3.86 |
| Spend Time Sitting | 3.82 |
| Impact of Decisions on Co-workers or Company Results | 3.74 |
| Freedom to Make Decisions | 3.72 |
| Determine Tasks, Priorities and Goals | 3.69 |
| Time Pressure | 3.69 |
| Exposed to Sounds, Noise Levels that are Distracting or Uncomfortable | 3.52 |
| Spend Time Using Your Hands to Handle, Control, or Feel Objects, Tools, or Controls | 3.48 |
| Health and Safety of Other Workers | 3.27 |
| Conflict Situations | 3.14 |
| Work Outcomes and Results of Other Workers | 3.12 |
| Written Letters and Memos | 2.97 |
| Physical Proximity | 2.9 |
| Level of Competition | 2.7 |
| Public Speaking | 2.69 |
| Pace Determined by Speed of Equipment | 2.69 |
| Degree of Automation | 2.63 |
| Spend Time Standing | 2.46 |
| Consequence of Error | 2.32 |
| Spend Time Bending or Twisting Your Body | 2.28 |
| Dealing with Violent or Physically Aggressive People | 1.72 |
| Spend Time Walking or Running | 1.7 |
| Exposed to Contaminants | 1.68 |
| Exposed to Extremely Bright or Inadequate Lighting Conditions | 1.65 |
| Wear Common Protective or Safety Equipment such as Safety Shoes, Glasses, Gloves, Hearing Protection, Hard Hats, or Life Jackets | 1.64 |
| Exposed to Very Hot or Cold Temperatures | 1.61 |
| Spend Time Keeping or Regaining Balance | 1.44 |
| Exposed to Whole Body Vibration | 1.42 |

## 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 | 97.83 |
| Associate's Degree (or other 2-year degree) | 1.93 |
| Some College Courses | 0.24 |

## Person Fit

| Name | Family | Value |
| --- | --- | --- |
| Conventional | career_interest_type | 6.21 |
| Office Work | specific_interest_area | 5.73 |
| Social | career_interest_type | 4.05 |
| Personal Service | specific_interest_area | 3.54 |
| Enterprising | career_interest_type | 3.33 |
| Realistic | career_interest_type | 3.23 |
| Dependability | work_style | 2.27 |
| Cooperation | work_style | 2.22 |
| Social Service | specific_interest_area | 2.06 |
| Attention to Detail | work_style | 1.97 |
| Self-Control | work_style | 1.84 |
| Social Orientation | work_style | 1.79 |
| Stress Tolerance | work_style | 1.76 |
| Integrity | work_style | 1.7 |
| Information Technology | specific_interest_area | 1.68 |
| Sales | specific_interest_area | 1.68 |

## Related Roles

| Soc Code | Slug | Title | Tier |
| --- | --- | --- | --- |
| 43-2011.00 | role-43-2011-00 | Switchboard Operators, Including Answering Service | Primary-Short |
| 43-4171.00 | role-43-4171-00 | Receptionists and Information Clerks | Primary-Short |
| 41-9041.00 | role-41-9041-00 | Telemarketers | Primary-Short |
| 43-9061.00 | role-43-9061-00 | Office Clerks, General | Primary-Short |
| 43-4051.00 | role-43-4051-00 | Customer Service Representatives | Primary-Short |
| 49-2022.00 | role-49-2022-00 | Telecommunications Equipment Installers and Repairers, Except Line Installers | Primary-Long |
| 43-5031.00 | role-43-5031-00 | Public Safety Telecommunicators | Primary-Long |
| 43-5032.00 | role-43-5032-00 | Dispatchers, Except Police, Fire, and Ambulance | Primary-Long |
| 41-3091.00 | role-41-3091-00 | Sales Representatives of Services, Except Advertising, Insurance, Financial Services, and Travel | Primary-Long |
| 43-4181.00 | role-43-4181-00 | Reservation and Transportation Ticket Agents and Travel Clerks | Primary-Long |
| 43-4071.00 | role-43-4071-00 | File Clerks | Supplemental |
| 43-6013.00 | role-43-6013-00 | Medical Secretaries and Administrative Assistants | Supplemental |

## Career Clusters

| Cluster | Slug |
| --- | --- |
| Public Service & Safety | public-service-safety |

## Education Level

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

## Study Programs


## Market

- **Median Wage:** 39130
- **Mean Wage:** 42880
- **Pct10Wage:** 31440
- **Pct25Wage:** 35860
- **Pct75Wage:** 48530
- **Pct90Wage:** 57510
- **Employment:** 3950
- **Area Title:** U.S.

## Industries


### Top

| Naics | Slug | Title | Level | Employment | Median Wage | Lq |
| --- | --- | --- | --- | --- | --- | --- |
| 62 | 62 | Health Care and Social Assistance | Sector | 2170 | 39030 | 3.67 |
| 51 | 51 | Information | Sector | 380 | 47760 | 5.1 |
| 72 | 72 | Accommodation and Food Services | Sector | 360 | 36910 | 0.99 |
| 55 | 55 | Management of Companies and Enterprises | Sector | 80 | 49140 |  |
| 61 | 61 | Educational Services | Sector | 80 | 39090 |  |
| 44-45 | 44-45 | Retail Trade | Sector | 70 | 37710 |  |
| 52 | 52 | Finance and Insurance | Sector | 60 | 35550 |  |

### Concentrated

| Naics | Slug | Title | Level | Employment | Lq |
| --- | --- | --- | --- | --- | --- |
| 51 | 51 | Information | Sector | 380 | 5.1 |
| 62 | 62 | Health Care and Social Assistance | Sector | 2170 | 3.67 |
| 72 | 72 | Accommodation and Food Services | Sector | 360 | 0.99 |
- **Count:** 7

## Ai Signals

| Source | Label | Score | Scale | Release |
| --- | --- | --- | --- | --- |
| frey_osborne | Computerization probability | 0.97 | 0-1 probability | 2013-baseline-2016-employment-snapshot |
| felten_aioe | AI occupational exposure | 1.019712 | relative exposure score | 2021-plus-generative-ai-workbooks |
| felten_image_generation_aioe | Image generation occupational exposure | -0.8204122 | relative exposure score | 2021-plus-generative-ai-workbooks |
| felten_language_modeling_aioe | Language modeling occupational exposure | 1.411687 | relative exposure score | 2021-plus-generative-ai-workbooks |

## Ai Outlook


### Index

- **Value:** 86
- **Percentile:** 92
- **Band:** High
- **Version:** ai-exposure-index-v1

#### Components

| Percentile | Source |
| --- | --- |
| 76 | felten_aioe |
| 85 | openai_gpts_are_gpts |
| 96 | microsoft_working_with_ai |
- **Component Count:** 3

### Exposure

| Source | Label | Value | Percentile | Band | Note |
| --- | --- | --- | --- | --- | --- |
| felten_aioe | Overall AI exposure (Felten et al.) | 1.019712 | 76 | 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) | 0.9473684210526315 | 85 | High | 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) | 0.3421045851367955 | 96 | 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:** 0.97
- **Percentile:** 94
- **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:** no

### Eloundou

- **Alpha:** 0.8421052631578947
- **Beta:** 0.894736842105263
- **Gamma:** 0.9473684210526315

### Usage Tasks

| Task | Usage Percent | Importance |
| --- | --- | --- |
| Suggest and check alternate spellings, locations, or listing formats to customers lacking details or complete information. | 0.004108311525046321 | 4.12 |
| Perform clerical duties such as typing, proofreading, and sorting mail. | 0.0015406168218923706 | 4.03 |
- **Usage Release:** 2026-01-15-v4-plus-2025-03-27-v2

### Bls

- **Growth Percent:** -27.5
- **Growth Percentile:** 0
- **Direction:** Declining
- **Annual Openings Thousands:** 0.3
- **Annual Openings Percentile:** 4
- **Employment2024Thousands:** 4
- **Employment2034Thousands:** 2.9

### 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:** 1
- **Task Count:** 1
- **Total Sample:** 81
- **Autonomy Median:** 3
- **Dominant Collaboration:** task iteration
- **Automation Share:** 32.1
- **Augmentation Share:** 55.56
- **Work Use Percent:** 88.89

### Collaboration

| Label | Percent |
| --- | --- |
| task iteration | 55.56 |
| directive | 32.1 |

### Use Case

| Label | Percent |
| --- | --- |
| work | 88.89 |

### Delegated Tasks

| Task | Usage Percent | Collaboration | Autonomy Median | Sample Count |
| --- | --- | --- | --- | --- |
| Perform clerical duties such as typing, proofreading, and sorting mail. | 0.008101012626578323 | task iteration | 3 | 81 |

### Boundary Tasks

| Task | Human Needed Percent | Sample Count |
| --- | --- | --- |
| Perform clerical duties such as typing, proofreading, and sorting mail. | 98.76543209876543 | 81 |

### Seed Prompts

| Prompt | Collaboration |
| --- | --- |
| Let's work through this together, step by step: perform clerical duties such as typing, proofreading, and sorting mail. I'll give feedback as we go. | task iteration |
- **Release:** 2026-01-15-v4-plus-2025-03-27-v2

## Counts

- **Tasks:** 14
- **Skills:** 37
- **Capabilities:** 120
- **Tools:** 9
- **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:** 49e54202fe256e3b