Operators with a more technical background and an interest in telecommunications may advance into positions installing and repairing equipment. Promotion to supervisory positions is also possible. Virtually all job openings will result from the need to replace communications equipment operators who transfer to other occupations or leave the labor force. Developments in communications technologies, specifically the ease and accessibility of voice recognition systems, will continue to have a significant impact on the demand for telephone operators. Voice recognition technology allows automated phone systems to recognize human speech.
Callers speak directly to the system, which interprets the speech and then connects the call.
Because voice recognition systems do not require callers to input data on a telephone keypad, they are easier to use than touch tone systems, and are accessible to rotary phone customers. The systems are also increasingly sophisticated in terms of the vocabulary and grammatical structures they can understand. Electronic communications, such as the Internet and e-mail, provide alternatives to telephone communications and require no operators. Internet directory assistance services are expected to reduce the need for directory assistance operators. As telephones and computers converge, the convenience of Internet directory assistance is expected to attract many customers, eliminating the need for telephone operators to provide this service.