An operator is a person who handles customer inquiries and call routing by phone. Working in call centers and corporate help desks, they handle orders, technical support, complaints, and reservations.
Phone operators have a long history. In early telephony, calls were manually connected by switchboard operators who physically plugged cables. In Japan, operators (mostly women) were a prestigious profession from the 1890 telephone launch. Automatic exchanges eliminated switchboard operators, but the title lives on in modern call centers.
Modern call centers use IVR for initial routing, transferring only complex inquiries to human operators. Saying "connect me to an operator" or pressing "0" in IVR menus typically reaches a person.
Operator working conditions are notoriously tough - emotional strain from complaints, long hours, and strict response time targets drive high turnover. AI chatbots and voice recognition are increasingly automating simple inquiries, letting operators focus on complex cases.