WEBVTT

1
00:00:01.733 --> 00:00:05.766
It used to be that the telephone operator was the heart and soul of the phone industry.  

2
00:00:05.766 --> 00:00:12.999
Over the years, as technology became more sophisticated, automation began to replace the live voice at the switchboard.  

3
00:00:13.000 --> 00:00:17.533
However, there are some things automated phone systems can't handle without human help, 

4
00:00:17.533 --> 00:00:21.566
which is where the telephone operator continues to provide service.

5
00:00:21.566 --> 00:00:26.366
Telephone operators step in when customers are having difficulty finding a phone number.  

6
00:00:26.366 --> 00:00:33.366
They help people place collect or credit card calls, and use telephone switchboards and systems to complete connections.

7
00:00:33.366 --> 00:00:40.466
The job often involves dealing with special needs, such as children or people with speech limitations.  

8
00:00:40.466 --> 00:00:44.866
Operators are often called upon to contact the authorities in an emergency.  

9
00:00:44.866 --> 00:00:50.032
These workers are most often employed by telephone companies or large businesses.  

10
00:00:50.033 --> 00:00:57.299
Operators need to speak clearly and have good hearing. They need good spelling and computer skills, too.  

11
00:00:57.300 --> 00:01:01.600
Fluency in more than one language can be a big advantage in getting a job. 

12
00:01:01.600 --> 00:01:08.300
The work can be stressful -- you need to be able 

13
00:01:08.300 --> 00:01:16.200
Entry level positions generally require a high school diploma or high school equivalency, with training then provided on the job. 

14
00:01:16.200 --> 00:01:22.100
As technology takes on more of the operator's duties, the number of available jobs continues to decline.  

15
00:01:22.100 --> 00:01:24.600
Part-time and shift work is common.

16
00:01:24.600 --> 00:01:32.000
Many operators move on to become dispatchers, receptionists, customer service representatives or supervisors.  

17
00:01:32.000 --> 00:01:39.600
But no matter how few in number, telephone operators add a needed human touch to an increasingly automated industry.