O*NET-SOC 43-2021.00
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.
From O*NET 30.3
Tasks
From O*NET 30.3, by importance, as O*NET OnLine lists them
Free · O*NET 30.3- Observe signal lights on switchboards, and dial or press buttons to make connections.Core13246
- Operate paging systems or other systems of bells or buzzers to notify recipients of incoming calls.Supplemental13256
- 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.Core13247
- Listen to customer requests, referring to alphabetical or geographical directories to answer questions and provide telephone information.Core13243
- Monitor automated systems for placing collect calls and intervene for a callers needing assistance.Supplemental13250
- Update directory information.Core13257
- Suggest and check alternate spellings, locations, or listing formats to customers lacking details or complete information.Core13244
- Perform clerical duties such as typing, proofreading, and sorting mail.Core13251
- Offer special assistance to persons such as those who are unable to dial or who are in emergency situations.Core13245
- Interrupt busy lines if an emergency warrants.Supplemental13253
- Provide assistance for customers with special billing requests.Supplemental13248
- Provide relay service for users who are deaf or hard of hearing.Supplemental13254
- Keep records of calls placed and received, and of related toll charges.Supplemental13258
- Promote company products, services, and savings plans when appropriate.Supplemental13255
Technology Skills
From O*NET 30.3, 9 examples in 8 categories, 6 Hot Technology
Free · O*NET 30.3Helpdesk or call center software
- Computer aided dispatch software
Operating system software
- Handheld computer device software
- Microsoft WindowsHot Technology
Spreadsheet software
- Microsoft ExcelHot Technology
Office suite software
- Microsoft Office softwareHot TechnologyIn Demand
Electronic mail software
- Microsoft OutlookHot Technology
Presentation software
- Microsoft PowerPointHot Technology
Word processing software
- Microsoft WordHot Technology
Video conferencing software
- Video conference software
Detailed Work Activities
From O*NET 30.3, under their work activities; open one for the AI skills Workforce Automation maps to it
Free · O*NET 30.3Getting Information
Search files, databases or reference materials to obtain needed information.
WFA · Part of the paid plan when accounts openWFA (Workforce Automation) analysis: 0 of 0 AI skills mapped to this activity, by automation level
- No tools yet
- Not mapped yet
Processing Information
Sort mail.
WFA · Part of the paid plan when accounts openWFA (Workforce Automation) analysis: 0 of 0 AI skills mapped to this activity, by automation level
- No tools yet
- Not mapped yet
Evaluating Information to Determine Compliance with Standards
Proofread documents, records, or other files to ensure accuracy.
WFA · Part of the paid plan when accounts openWFA (Workforce Automation) analysis: 0 of 0 AI skills mapped to this activity, by automation level
- No tools yet
- Not mapped yet
Controlling Machines and Processes
Operate communications equipment or systems.
WFA · Part of the paid plan when accounts openWFA (Workforce Automation) analysis: 0 of 0 AI skills mapped to this activity, by automation level
- No tools yet
- Not mapped yet
Working with Computers
Enter information into databases or software programs.
WFA · Part of the paid plan when accounts openWFA (Workforce Automation) analysis: 0 of 0 AI skills mapped to this activity, by automation level
- No tools yet
- Not mapped yet
Documenting/Recording Information
Maintain call records.
WFA · Part of the paid plan when accounts openWFA (Workforce Automation) analysis: 0 of 0 AI skills mapped to this activity, by automation level
- No tools yet
- Not mapped yet
Communicating with People Outside the Organization
Answer telephones to direct calls or provide information.
WFA · Part of the paid plan when accounts openWFA (Workforce Automation) analysis: 0 of 0 AI skills mapped to this activity, by automation level
- No tools yet
- Not mapped yet
Discuss account status or activity with customers or patrons.
WFA · Part of the paid plan when accounts openWFA (Workforce Automation) analysis: 0 of 0 AI skills mapped to this activity, by automation level
- No tools yet
- Not mapped yet
Assisting and Caring for Others
Assist individuals with paperwork.
WFA · Part of the paid plan when accounts openWFA (Workforce Automation) analysis: 0 of 0 AI skills mapped to this activity, by automation level
- No tools yet
- Not mapped yet
Assist disabled or incapacitated individuals.
WFA · Part of the paid plan when accounts openWFA (Workforce Automation) analysis: 0 of 0 AI skills mapped to this activity, by automation level
- No tools yet
- Not mapped yet
Selling or Influencing Others
Promote products, services, or programs.
WFA · Part of the paid plan when accounts openWFA (Workforce Automation) analysis: 0 of 0 AI skills mapped to this activity, by automation level
- No tools yet
- Not mapped yet
Job Zone
From O*NET 30.3
Free · O*NET 30.3Job Zone 1-2: Very Little to Some Preparation Needed
Workforce Automation analysis, not part of the source
WFA coverage: AI skills for this job
WFA · Part of the paid plan when accounts openPilot mapping: these skill links come from our seed list and haven’t been reviewed yet. Expect them to change as each one is checked.
Equivalents
NICE work roles, with their DCWF equivalents
Mapped to this job by the ETO-CSET NICE/O*NET crosswalk (2024); roles from NICE Framework Components v2.2.0, DCWF equivalents from DoD DCWF Tool v5.3 (2026-09-25)
Free · NICE Framework Components v2.2.0 and DoD DCWF Tool v5.3 (2026-09-25)No NICE work role maps to this job.