Switchboard Operators, Including Answering Service
Operate telephone business systems equipment or switchboards to relay incoming, outgoing, and interoffice calls. May supply information to callers and record messages.
KnowledgeEvaluate call priority and urgency levels to determine appropriate escalation or immediate response protocols.
Proficient
Hands-onOperate multiline telephone systems and switchboard equipment to route incoming, outgoing, and interoffice calls efficiently in high-volume environments.
Developing
KnowledgeApply customer service protocols and call-handling procedures when managing caller inquiries and requests following organizational standards.
Developing
MindsetEngage with callers demonstrating patience and courtesy while addressing diverse customer needs under time pressure.
Developing
KnowledgeIdentify caller needs and appropriate routing destinations through active listening and questioning techniques in real-time interactions.
Developing
KnowledgeApply organizational directory knowledge and contact information to connect callers accurately with appropriate personnel or departments.
Developing
Hands-onExecute message recording and documentation tasks using computer systems and telecommunications software with attention to detail.
Developing
MindsetRespond to caller emotions and challenging situations with social perceptiveness and professional demeanor to maintain service quality.
Developing
Hands-onPerform simultaneous communication tasks across multiple channels including phone lines, paging systems, and intercom equipment while maintaining accuracy.
Developing
KnowledgeApply administrative procedures for processing information requests following established data privacy and security protocols.
Developing
Wage Data According to the Bureau of Labor Statistics
Annual wage data for Switchboard Operators, Including Answering Service (2024)
Estimated Total Employment (U.S.)
35,730
Wage Distribution by Percentile
Line chart of annual wages by percentile. U.S. is the solid line. 10th percentile: U.S. $29,820. 25th percentile: U.S. $34,250. 50th percentile: U.S. $38,370. 75th percentile: U.S. $46,330. 90th percentile: U.S. $60,940. Use the left and right arrow keys to move between percentiles.
U.S.
Metric
U.S.
10% of workers earn the following or less
$29,820
10% of workers earn the following or more
$60,940
Workers on average earn
$42,130
+ indicates wage is at or above the BLS reporting cap ($239,200/year)
Skills & Requirements
Key competencies for this occupation, ranked by importance
Customer and Personal Service4.3/5
English Language3.9/5
Administrative3.7/5
Computers and Electronics3.5/5
Telecommunications3.3/5
Skills & Requirements: Knowledge
Tools & Technology
Equipment and software commonly used in this occupation
