Switchboard Operator Outlook

PBX operators answer incoming telephone calls and direct them to the appropriate person or department, answer customer questions and complaints, and direct visiting customers to various locations on the property. Hospitals, businesses, and call centers hire switchboard operators for full-time and part-time shifts which can include night hours and weekends. The switchboard operators usually work in office and call center environments and do not leave this area to carry out their work duties, as they must remain very close to the switchboard. Receptionists can work independently or within a larger team of receptionists and office assistants. They mainly report to a direct supervisor.

Duties and responsibilities of the Switchboard Operator

The daily activities of switchboard operators vary according to their working environment and the number of incoming calls and customers they have to handle. However, there are several activities commonly associated with work, including:

Answer incoming calls

Switchboard operators answer incoming telephone calls and direct them to the person or department needed to adequately serve the customer on the other end of the line.

Office activity

PBX operators perform various administrative tasks such as archiving, copying and receiving incoming packages from the post office or private services.

Receive messages

The switchboard operators receive detailed messages for people who are not available to accept telephone calls. They also retrieve voicemail messages left by clients.

Incoming direct customers

Receptionists direct visiting customers to areas within the property where they can answer their needs, questions or problems.

Organize your calls

PBX operators make outgoing calls to various parties as required, including international calls. They also communicate with various parties to organize conference calls on request.

Monitor telephone lines

PBX operators monitor telephone lines to see how long customers wait on hold and provide assistance when waiting times are too long.

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