Switchboard Operators, Including Answering Service

About the Role

Switchboard operators manage telephone communication systems, connecting calls and providing customer service support.

Answer incoming calls and route them to the appropriate department or personnel.
Provide information to callers regarding services, schedules, and other inquiries.
Take and record messages for absent personnel.
Handle customer complaints and provide solutions or escalate issues appropriately.
Maintain detailed records of calls received, messages taken, and inquiries made.
Manage multiple lines and ensure calls are handled efficiently and professionally.
Assist with administrative tasks such as scheduling appointments or updating contact lists.

Edna D. Lopez – Pioneered advancements in telecommunication technology and worked to improve customer service protocols in call centers.
John A. T. Davis – An early advocate for telephone operator rights and worked to enhance working conditions in the industry.

The Art of Phone Selling
A practical guide to enhancing communication and customer service skills over the phone.
Answering Service Operators: The Evolution of the Role
An insightful overview of the switchboard operator profession and its impact on communication.
Call Center Helper Podcast
A series of discussions focusing on best practices and innovations in call center management.
Call Center Management 101
A comprehensive resource for understanding call center operations including the role of operators.