You operated directory-assistance services for a telephone company — fielding customer calls asking for phone-number lookups — searching directory databases, providing the requested numbers, supporting the directory-assistance side of phone-company operations.
Directory-assistance work ran at a console with telephone-directory access — taking incoming calls, conducting database searches based on caller-provided information, providing numbers within service-time targets, handling escalations or unusual lookup requests. Calls handled per hour and lookup accuracy anchored the operating measures.
The harder part was often the speed-and-accuracy balance under volume pressure — directory-assistance operations measured operators by calls-per-hour, and operators developed the working speed to balance throughput against the precision callers needed. Variance across employers shaped the work: Bell System operating companies ran large directory-assistance centers; independent telephone companies ran lighter directory operations; specialty directory services (411, business-directory) carried distinct conventions.
The role suited those comfortable on phones at production speed, organized under volume pressure, and reliable through shift-based console work. The trade-off was the eventual displacement by online directories, smartphone search, and the broader shift in directory information — most dedicated directory-assistance positions have retired as users moved to web and mobile lookup.
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View all Admin & Office roles →You operated directory-assistance services for a telephone company — fielding customer calls asking for phone-number lookups — searching directory databases, providing the requested numbers, supporting the directory-assistance side of phone-company operations.
Median pay for a Directory Assistance Operator (Directory Assistance Op) is about $39K nationally, with the field ranging roughly from $31K to $58K depending on experience, employer, and metro (BLS).
Core skills for this role include Speaking, Active Listening, Service Orientation, Social Perceptiveness, and Reading Comprehension.
Most people in this role hold a high school diploma.
Employment in this field is projected to decline about 27.5% through 2034, with roughly 3,950 people working in it today (BLS).
Closely related roles include Customer Service Assistant, Information Specialist, and Senior Information Specialist.
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