# Competences — telephone switchboard operator

Source: ESCO v1.2.1 occupation-skill relations (http://data.europa.eu/esco/occupation/0bf68df5-e808-4c27-abf2-6f85440f2d7f).

## Essential

- **answer incoming calls** (skill/competence)
- **communicate by telephone** (skill/competence)
- **electronic communication** (knowledge)
- **maintain telephony system** (skill/competence)
- **redirect callers** (skill/competence)
- **use communication devices** (skill/competence)
- **use computer telephony integration** (skill/competence)

## Optional

- concepts of telecommunications (knowledge)
- greet guests (skill/competence)
- handle helpdesk problems (skill/competence)
- ICT communications protocols (knowledge)
- implement a virtual private network (skill/competence)
- install electronic communication equipment (skill/competence)
- monitor communication channels' performance (skill/competence)
- respond to customers' inquiries (skill/competence)

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## Market evidence (job-ad analysis, 43 ads, as of 2026-07-20)

Share of analyzed job ads mentioning the item (threshold ≥ 20 %). Source: JSearch/Adzuna APIs.

### Hard skills

- telephone operation — **30 %**
- customer service — **26 %**
- data entry — **23 %**
- call routing — **23 %**

### Responsibilities

- answering incoming calls — **23 %**

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