Employment of communications equipment operators is projected to decline rapidly. Virtually all job openings will result from the need to replace communications equipment operators who transfer to other occupations or leave the labor force, but job prospects are expected to be good.
Employment change. Employment of communications equipment operators is projected to decline rapidly by 12 percent between 2006 and 2016. Switchboard operators are projected to decline moderately by 8 percent. Telephone operators are expected to decline rapidly by 40 percent. Declining employment will be due largely to new labor-saving communications technologies, the movement of jobs to foreign countries, and consolidation of telephone operator jobs into fewer locations.
Developments in communications technologies—in particular, voice recognition systems—will continue to significantly reduce demand for communications equipment operators. Voice recognition technology allows automated telephone systems to recognize human speech. Callers speak directly to the system, which interprets the speech and then connects the call. Voice recognition systems do not require callers to input data through a telephone keypad so they are easier to use than touch-tone systems. Voice recognition systems are increasingly able to understand sophisticated vocabulary and grammatical structures; however, many companies will continue to employ operators so that those callers who do have problems can access a live employee if they desire.
The proliferation of cell phones has negatively affected employment of both telephone operators and switchboard operators. Cell phones have reduced the demand for directory assistance and collect calls, and have resulted in decreasing use of pay phones that often required operators to assist with the call. The increasing use of cell phones also have reduced demand for switchboard operators in hotels because hotel guests now use in-room phones less frequently.
Internet directory assistance services are reducing the need for directory assistance operators. With Internet access increasingly available on cell phones, the decline in demand for directory assistance services will continue.
As communications technologies have improved and the price of long-distance service has fallen, companies are finding other ways to reduce costs by consolidating operator jobs in low cost locations. Increasingly this has included the movement of telephone operator jobs to other countries with lower prevailing wage rates.
Job prospects. Despite declining employment, job prospects should be good. There are frequent job openings due to turnover. Many communications equipment operator leave the occupation each year, and some must be replaced.
Communications equipment operators held about 209,000 jobs in 2006. About 7 out of 8 worked as switchboard operators. Employment was distributed as follows:
| Switchboard operators, including answering service |
177,000 |
| Telephone operators |
27,000 |
| All other communications equipment operators |
4,300 |
Switchboard operators work in almost all industries, but they are concentrated in telephone call centers, hospitals, hotels, and the Federal Government. Many work as temporary employees in the employment services industry. Telephone operators are concentrated in the telecommunications industry.
Overall Experience
Some previous work-related skill, knowledge, or experience maybe helpful in these occupations, but usually is not needed. For example, a drywall installer could benefit from experience in installing dry wall, but an inexperienced person could learn the job fairly easily.
Education
These occupations usually require a high school diploma and may require some vocational training or job related course work. In some cases, you may need an associate's or bachelor's degree.
Job Training
Employees in these occupations need anywhere from a few months to one year of working with experienced employees.
Examples
Drywall installers, fire inspectors, flight attendants, pharmacy technicians, retail salespersons, and bank tellers.
In these occupations you can often use your knowledge and skills to help others.
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For more details about employment opportunities, contact companies in the industries that employ communications equipment operators.
Sources: O*Net data version 12.0
Occupational Outlook Handbook
Department of Labor
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