What is a PBX operator?

November 1, 2019 0 By Sachi kaushik

To cope with telephone traffic, a single point, companies used exchanges that were handled by operators and manually linked each incoming or outgoing call. Automatic PBXs today remove the traditional job title of a PBX operator. However, some operations require human control over incoming calls, voice messaging systems, conference, messaging and reception.

Job title and salary

A PBX operator manages a commercial telephone switching system. The workplace involves primary customer care. The operator must process and redirect incoming calls, send them to the appropriate person or department in the organisation, or send them to a messaging system, such as voice mail, when needed. PBX operators also address fundamental business issues, including opening hours, directions and direct phone numbers for individuals and sections. The Bureau of Labor Figures lists PBX operators from the broader job category of central office operators. The average PBX operator salary for these workers in May 2011 was $ 12.84 per hour or $ 26.710.

Accept tasks

Large companies usually have a reception area where guests arrive and make calls. A PBX operator could work at a front desk and perform several tasks related to the reception. For example, a medical office may ask that person to operate the telephones, greet the patients, and notify physicians and nurses who have arranged appointments. PBX operators must be familiar with automated telephone systems: send and receive calls, rotate calls, set up and manage voicemail, set up conference calls, enable call monitoring, and enable multi-phone calls.

Hotels and public facilities

In the hotel industry, it is customary to hire and train PBX operators for the guest service and telephone operation. Hotels require front desk staff to handle outside calls and in-room calls, including complaints or requests for services and / or repairs. A PBX operator in a public facility such as a driver’s license office or courthouse would have similar reception duties. PBX operators need healthy people and communication skills. They need to be able to deal with stressed, angry customers or clients and occasionally deal with real emergencies.

How can I become a PBX operator?

The PBXs answer the incoming calls, the redirected calls to the desired department and explain the caller’s questions. Due to the increasing distribution of automated systems, employment is declining. The US Bureau of Labor forecasts job cuts by 23 percent by 2020. However, work is usually an entry-level position, and the average hourly wage was $ 12.91 or $ 26,860 in 2012, according to BLS.

Education received

The US Bureau of Labor Figures states that PBX operators require at least a high school diploma (GED). Some employers prefer candidates with post-secondary education. According to O * Net Online, about 22 percent of all US phone carriers have gone to college without a diploma, and about 7 percent have a bachelor’s degree. However, 60 percent did not continue their education beyond high school.

Acquire computer skills

Modern PBX systems are usually connected to computers, eg. For example, to play a message when calls are not answered, or redirect. Although operators may not know how to write a program, they must have sufficient knowledge to enter codes into the system interface. For many employers, PBX operators must also perform basic service tasks, such as: For example, registering extension lists for employees or creating official memos. Necessary word processing skills are useful for those seeking a career as a PBX operator. Many high schools, community universities and business schools offer courses that are sufficient for the operators or that they can learn by themselves.

Think about communication skills

PBX operators should speak clearly and use the right grammar when speaking. Candidates can practice speaking in front of a mirror or ask groups or family members for help. The operators should also have necessary written communication skills such as spelling and vocabulary that are at least a high school level.

Practice customer service

Most PBX operators send calls from suppliers, customers and employees. Employers expect operators to enjoy a pleasant tone when answering calls or giving information to callers. Occasionally, the attendant receives several calls at the same time, all of which must be answered in an enjoyable and quick way. Operators cannot allow the pressure of the situation to be expressed in their voice. Depending on the company, PBX operators can act as receivers, so they need to be comfortable with visitors. The workplace uses the basic interpersonal skills learned in school, and the tone can be learned while practising communication skills.