18 August 2020


First and foremost, what is a telephonist? Based on Cambridge’s dictionary, a telephonist is someone whose job is to connect people using a telephone system. Sounds booorinng but! Are they important? YES, THEY ARE! Telephonists may be seen as a bunch of people with headphones and pc and doing nothing. In fact, they are more than that. Here are the skills and personality that a telephonist should have.


  1. Able to communicate at all levels
  2. Good listening skills
  3. Ability to prioritise workload
  4. Keyboard skills
  5. Confident in following emergency procedures
  6. Work as part of a team or on own
  7. Able to use own initiative


  1. Tactful & Diplomatic
  2. Flexible approach
  3. Able to deal with the public in a friendly & efficient manner
  4. Remain polite at all times
  5. Ability to deal with potentially difficult, provoking, distressing, lengthy calls and enquiries
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            A telephonist best friend is the phone book! And it is their duty to remember the extensions number as much as they can bear. Imagine a telephonist wrongly transfer an urgent call. What will happen? The company might lose a big sale. A telephonist performs a variety of phone-based and other communication-related services. The duties and responsibilities of the position depending on the employer and industry. Learning about the duties involved with this position can help you determine if you want to pursue these types of work as a career.


Telephonists often perform gatekeeper duties for a company, such as answering, screening and routing incoming calls. A telephonist might route a call as a warm transfer—contact the appropriate person, explain the reason for the call and transfer through and introduce the caller; or as a cold transfer—electronically route the call to an extension or voicemail box. A telephonist might also page someone to pick up a call using an intercom or public address systems, two-way radio or instant internet communication services such as e-mail or online chat.


Some telephonists also perform telephone answering service duties, such as informing callers after-hours that a business has closed for the day, or writing down messages to forward to the business administrative staff during normal business hours. Some telephonists also review, write down and forward group or general mail voicemail messages. Additionally, some turn on or off out-of-office or after-hours messages or automated attendant systems.


Although telecom company operators also provide services specific to the telecommunications industry. For example, a telecom telephonist might help a disabled person or child make a phone call or might help a caller make an emergency or collect call. He might help a customer dealing with a bad phone line report the issue or test the line. He might also issue a refund for a call that didn’t go through because of a bad connection or provide a phone number or address directory assistance.


Some telephonists perform duties that receptionists and clerks usually handle, such as sorting or forwarding mail, responding to written correspondence and scheduling or arranging the conference and other types of calls. Additionally, some telephonists assist with billing or ordering questions or provide callers company information, such as office hours, driving directions or product details. If a telephonist is in a front-office setting, she might also deal with people face-to-face, such as mail carriers, customers and visitors.


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