TelecomTV TelecomTV
  • News
  • Videos
  • Channels
  • Events
  • Directory
  • Smart Studio
  • Surveys
  • Debates
  • Perspectives
  • DSP Leaders World Forum
  • DSP Summits
  • Great Telco Debate
    • |
    • Follow
    • |
    • Subscribe
  • |
  • More
  • Webcasts
  • Surveys
  • Debates
  • Perspectives
  • Great Telco Debate
  • |
  • Follow TelecomTV
  • |
    • Subscribe
    • |
  • About
  • Privacy
  • Help
  • Contact
  • Follow TelecomTV
  • About
  • Privacy
  • Help
  • Contact
  • Sign In Register Subscribe
    • Subscribe
    • Sign In
    • Register
  • Search

Tracker

TelecomTV TRACKER

Sourced by TelecomTV's TRACKER platform
from Verizon Wireless Newsroom

Tracker

Beyond the 4-1-1: The stories of phone operators

Via Verizon Wireless Newsroom

Jun 6, 2017

By: Eric Wilkens

Live Source operators describe themselves and the stories that they remember.

Image

Joe Mancini

“I wish I could reach out into the phone and help her.”

Joe Mancini stared ahead as he rubbed his hands together. He enunciated his words slowly and clearly.

He described an elderly woman in Hoboken, struggling in her apartment in the middle of Hurricane Sandy’s destruction. She was stranded without food, power, gas, and candles, and didn’t know what to do. Only her phone worked.

“I can give you the main number of the police department in Hoboken and maybe they can help you,” Mancini told her. “She said, ‘thank you.’”

Mancini had taken her call as part of his job as a Live Source operator. He was only 15 miles away in an office building, huddled with other Live Source operators who were answering calls from across the country.

“It feels good when you help someone,” Mancini said.

Cindy Moss

View Video

That is the mentality of Live Source operators – also known as 4-1-1 operators – in their daily responsibilities. The operation is a fee-based directory assistance service that connects callers with a live operator for phone numbers. Callers can be connected immediately, or have the information sent in a text message.

Every operator answers approximately 800 calls per day; each call lasts on average less than 24 seconds.

Whether it’s for a dry cleaner, restaurant, movie times, tow trucks, government agency, or even connecting with a next-door neighbor to say hello, 4-1-1 operators are available every day, 24/7, to provide directory assistance information and help people.

“What gives me purpose and meaning is that we’re ready and able to help,” said Christel Berggren, another 4-1-1 operator who has been with the company for 17 years.

Mark Chisolm

IMage

The calls that 4-1-1 operators take can be very serious, but the fast and reliable listing service is still relevant for finding a telephone number in a hurry, explained David Hicks, a senior manager at Verizon.

“Our operators have many conversations with people needing help in emergencies, but most of our calls are for information that 4-1-1 is uniquely suited to provide,” he said. “Even with the internet and cell phones, for many people, 4-1-1 is still the easiest and quickest way to get a phone number.”

That dedication is important, said Karen Krusen, an associate director in business operations. She explained that there is an uptick in calls during major weather events, citing natural disasters, storms, and other crises.

Christel Berggren

Everyone has a story. Even the person on the other end of the phone answering your question about movie times, restaurant openings, police departments, and general information.

Learn more about 411 and dial it next time when you need information

Related Topics
  • Announcement,
  • Media & Entertainment,
  • News,
  • North America,
  • Tracker,
  • Verizon Wireless

More Like This

Security

TM strengthens its cybersecurity offerings through Telefónica Tech

Apr 21, 2021

5G

Ericsson reports first quarter results 2021

Apr 21, 2021

Sustainability

Telefónica joins The Climate Pledge

Apr 21, 2021

Access Evolution

ADTRAN streamlines enterprise IoT evolution with new LoRaWAN gateway

Apr 20, 2021

Security

By 2026, the 23 billion IoT connections will present new threat vectors and generate US$16 billion in IoT security revenues

Apr 20, 2021

This content extract was originally sourced from an external website (Verizon Wireless Newsroom) and is the copyright of the external website owner. TelecomTV is not responsible for the content of external websites. Legal Notices

Email Newsletters

Stay up to date with the latest industry developments: sign up to receive TelecomTV's top news and videos plus exclusive subscriber-only content direct to your inbox – including our daily news briefing and weekly wrap.

Subscribe

Top Picks

Highlights of our content from across TelecomTV today

DSP Leaders World Forum 2021 Delegate Report

0:50

DSP Leaders Open Telco Summit

23:25

Extra Shot: Next Steps for DSPs

11:17

How cloud dynamics are reshaping the telecoms sector

  • TelecomTV
  • Decisive Media

TelecomTV is produced by the team at Decisive Media

Menu
  • News
  • Videos
  • Channels
  • Directory
  • Smart Studio
 
  • Surveys
  • Debates
  • Perspectives
  • Events
  • About Us
Our Brands
  • TelecomTV Tracker
  • TelecomTV Perspectives
  • DSP Summits
  • DSP Leaders World Forum
  • The Great Telco Debate
Get In Touch
info@telecomtv.com
+44 (0) 207 448 1070

Request a Media Pack

Follow
  • © Decisive Media Limited 2021. All rights reserved. All brands and products are the trademarks of their respective holder(s).
  • Privacy
  • Terms
  • Legal Notices