- Prompt answering.
- Prompt disconnection.
- Freedom from errors in connecting with the called line.
- Promptness in connecting with the called line.
- Courtesy and the use of form.
- Freedom from failure by busy lines and failure to answer.
- Clear enunciation.
- Team work.
Answering Time. There is an interrelation between these elements. Team work assists both answering and prompt disconnection. The quality of telephone service can not be measured alone in terms of prompt answering. Formerly telephone service was boasted of as being "three-second service" if most of the originating calls were answered in three seconds. Often such prompt answering reacts to prevent prompt disconnecting. Patient, systematic work is required to learn the real quality of the service.
As to answering, the clearest, truest statement concerning manual service is found by making test calls to each position, dividing them into groups of various numbers of whole seconds each, and comparing the percentage of these groups to the whole number of telephones to that position. For example, assume each of the calls to a given position to have been answered in ten seconds or less, in which
100 per cent are answered in ten seconds or less;
80 per cent in eight seconds or less;
60 per cent in six seconds or less.
It is probable that a reasonably uniform manual service will show only a small percentage answered in three seconds or under. Such percentages may be drawn in the form of curves, so that at a glance one may learn efficiency in terms of prompt answering.
Disconnecting Time. Prompt disconnection was improved enormously by the introduction of relay manual boards. Just before the installation of relay boards in New York City, the average disconnecting time was over seventeen seconds. On the completion of an entire relay equipment, the average disconnecting time was found to be under three seconds. The introduction of relay manual apparatus has led subscribers to a larger traffic and to the making of calls which succeed each other very closely. A most important rule is, that disconnect signals shall be given prompt attention either by the operator who made the connection, by an operator adjacent, or by a monitor who may be assisting; and another, still more important one is, that a flashing keyboard lamp indicating a recall shall be given precedence over all originating and all other disconnect signals.
Accuracy and Promptness. Promptness and accuracy in connecting with the called line are vital, and yet a large percentage of errors in these elements might exist in an exchange having a very high average speed of answering the originating call. Indeed, it seems quite the rule that where the effort of the management is devoted toward securing and maintaining extreme speed of original answering, all the other elements suffer in due proportion.
Courtesy and Form. It goes without saying that operators should be courteous; but it is necessary to say it, and keep saying it in the most effective form, in order to prevent human nature under the most exasperating circumstances from lapsing a little from the standard, however high. The use of form assists both the operators and the subscribers, because in all matters of strict routine it is much easier to secure high speed and great accuracy by making as many as possible of the operations automatic. The use of the word "number" and other well-accepted formalities has assisted greatly in securing speed, clear understanding, and accurate performance. The simple expedient of spelling numbers by repeating the figures in a detached form—as "1-2-5" for 125—has taught subscribers the same expedient, and the percentage of possible error is materially reduced by going one step further and having the operator, in repeating, use always the opposite form from that spoken by the calling subscriber.
Busy and Don't Answer Calls. Notwithstanding the old impression of the public to the contrary, the operator has no control over the "busy line" and "don't answer" situation. It is, however, of high importance that the management should know, by the analysis of repeated and exhaustive tests of the service, to what extent these troubles are degrading it. In addition to improving the service by the elimination of busy reports, there is no means of increasing revenue which is so easy and so certain as that which comes from following up the tabulated results of busy calls.
Enunciation. It must be remembered that clear enunciation for telephone purposes is a matter wholly relative, and the ability of an operator in this regard can be determined only by a close analysis of many observations from the standpoint of a subscriber. A trick of speech rather than a pleasant voice and an easy address has made the answering ability of many an operator captivating to a group of satisfied subscribers.