Ontario Skills Passport
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OSP Occupational Profile

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NOC Code: NOC Code: 1424 Occupation: Telephone Operators
Occupation Description: Occupation Description:
Telephone operators operate computerized or conventional telephone systems to advance and assist the completion of telephone calls. Telephone service operators assist, monitor and train telephone operators in the performance of their duties. They are employed by telephone companies. Telephone operators operate computerized or conventional telephone systems to advance and assist the completion of telephone calls. Telephone service operators assist, monitor and train telephone operators in the performance of their duties. They are employed by telephone companies.

  • Click on any of the Essential Skills to view sample workplace tasks for this occupation.
  • Scroll down the page to get information on career planning, education and training, and employment and volunteer opportunities.

Table will display the Skill Level for the Noc specified
Essential Skills Essential Skills Levels
Reading Reading 1 2 3
Writing Writing 1 2 3
Document Use Document Use 1 2 3
Digital Technology Digital Technology 1 2
Oral Communication Oral Communication 1 2
Money Math Money Math 1 2 3
Data Analysis Data Analysis 1
Numerical Estimation Numerical Estimation 1 2
Job Task Planning and Organizing Job Task Planning and Organizing 1
Decision Making Decision Making 1 2
Problem Solving Problem Solving 1 2 3
Finding Information Finding Information 1 2


  • The skill levels represented in the above chart illustrate the full range of sample tasks performed by experienced workers and not individuals preparing for or entering this occupation for the first time.
  • Note that some occupational profiles do not include all Numeracy and Thinking Essential Skills.

If you would like to print a copy of the chart and sample tasks, click on the "Print Occupational Profile" button at the top of the page.


Reading
  • Read memos about changes in procedures or administrative reminders. (2)
  • Read notices about changes in compensation benefits or about new technology. (2)
  • Read employee newsletters and notices for information about the company and career opportunities. (2)
  • Consult on-line manuals searchable by key word to locate information for customers. (2)
  • Refer to on-line manuals using a search engine which contains area codes, emergency numbers, telephone and repair numbers, rates and policies and procedures. Identify the relevant information to apply to each call. (3)
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Writing
  • Prepare lists of hard to find listings. (1)
  • Jot down notes and numbers when taking calls. (1)
  • Complete "customer contact" forms to give details of customer complaints. (2)
  • Write anecdotal comments about unusual calls in case they lead to later queries. (2)
  • Write trouble reports to describe equipment problems. (2)
  • Complete Operator Toll Tickets to record details of emergency response calls, such as sending the police to an accident site. (2)
  • Write memos to supervisors, suggesting changes to operating procedures. (3)
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Document Use
  • Read names, addresses and phone numbers from computer screens and use phone directories and printed lists when the computer system is not operating. (1)
  • Refer to a manual with area codes, emergency and repair numbers and rates. (2)
  • Fill in on-screen forms for service complaints, refunds and callbox repairs. (2)
  • Read production statistics graphs which show the number of calls handled and the number of keystrokes per call. (2)
  • Scan a search display in tabular format with acronyms of organizations' names and abbreviations which may help in placing a call. (2)
  • Refer to time zone maps which show locations within the time zones and area codes. (2)
  • Complete forms to record technical difficulties with phone equipment, such as static, inability to hear or be heard or headset problems. (2)
  • Complete emergency response forms when an urgent call has been placed to police, ambulance or fire fighters. (3)
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Digital Technology
  • Use communications software. For example, use email to communicate with co-workers and supervisors. (2)
  • Use a database. For example, a database to conduct a directory search. (2)
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Oral Communication
  • Explain difficulties with technical equipment to service technicians. (1)
  • Talk to long distance operators or interpreters in other countries who are assisting to place or receive calls. (1)
  • Interact with customers to place long distance calls and provide directory assistance or emergency routing of calls. (1)
  • Communicate with supervisors to discuss production, service problems and procedures. (2)
  • Discuss work processes and schedules with co-workers. (2)
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Money Math
  • Give change to coinbox customers, noting charges and subtracting them from the coins already entered in the box. (1)
  • Calculate costs for overseas calls, such as the cost of a ten minute call to Cairo. (2)
  • Calculate relevant discounts and taxes on phone calls. (3)
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Data Analysis
  • Compare your own daily production statistics to the average for all operators. (1)
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Numerical Estimation
  • Estimate the cost of conference calls of various lengths and numbers of participants to advise customers on the cost they can expect to pay for calls placed through the conference operator. (2)
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Job Task Planning and Organizing
  • The pace of telephone operators' work is determined by the volume of incoming calls. Operators respond to calls consecutively, with little or no planning required to perform their tasks. (1)
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Decision Making
  • Decide when it is appropriate to terminate an abusive call. (1)
  • Decide whether adjustments to charges are justified when customers claim to have difficulties calling from pay phones. (2)
  • Decide on the most effective routings for calls. (2)
  • Decide, in exceptional circumstances, whether to charge a call from a pay phone to a number which is not the caller's. (2)
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Problem Solving
  • A conference call has been disconnected in mid-conference. Establish new routings to reconnect the call. (1)
  • A request has been made to find a phone number; however, only part of a name or an incomplete address has been provided. Try alternative spellings of the name and narrow the task as much as possible using the search features of the computer system. (2)
  • An excited person in distress has called 411, directory assistance, instead of 911, the emergency number. Decide quickly which agency should receive the emergency call and put it through. (2)
  • May experience communication difficulties with foreign operators because of language or cultural differences. Persevere, calling upon another operator for assistance if necessary. (2)
  • A request has been made to put a call through to a suicide line; however, there is only a recorded message at the present time. Keep the distraught person on the line until an alternative service can be established, such as the Salvation Army or a family member. (3)
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Finding Information
  • Refer to cardex listings of conference call operators in other cities. (1)
  • Find information about policies, procedures or rates by searching a database. (2)
  • Poll other operators and supervisors for advice in finding an elusive phone number. (2)
  • Call industry representatives to find out if they have heard of a business which is not listed in the directory or whether it exists under another name. This may be done if the person calling for directory assistance is agitated or insistent. (2)
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