As a switchboard operator, her typical day was very busy with no time to stop. ‘There wouldn’t be a lull. There was always another flashing light. And of course, if I didn’t get it, someone else would, but I mean,
we were all busy.’ ‘I dial and say, I’m
connecting you so that the person is waiting. There was no music in those days. Just blank.’ ‘If someone wanted to send telegrams, I would send it, because each word cost you money.’ While the technology of call centres has changed, the work itself hasn’t changed all that much. As a Customer Service Officer Emma’s typical days consist of taking customer enquires via phone, email, SMS, WhatsApp and in person at our reception counter. These enquires are then triaged to the appropriate team or person by raising a case or transferring a call. ‘In my daily job, we use computers, printers, phone systems and customer data bases,’ said Customer Service Officer Emma. The conversation with Swetlana was a reminder that while technology has transformed the way we connect, the heart of customer service remains unchanged. Whether plugging cables into a switchboard or answering enquiries through modern digital systems, it is people helping people that makes the difference.
2026
1960
Above: Digitally enhanced image from a magazine article of Swetlana’s workplace.
Above: Customer Service Officer Emma answering calls.
Call Centre – Then and Now
‘You give me your number, I dial it, I connect you and I say, go ahead.’ Felixstow resident Swetlana spoke with Community Engagement Officer Sally and Customer Service Operator Emma about her time as a switchboard operator, her life, and how operators have changed since the 1960s. Swetlana’s 90 years have been shaped by resilience, adventure, and a wealth of unforgettable experiences. Surviving the Second World War was only possible with her mother’s encouraging words. “During the war, the bombing used to frighten my sister and I badly. We screamed and
cried and carried on, and Mum said ‘you have angels! They have big wings. You’re under that wing. Nothing can ever happen to you.’” As a Ukrainian displaced person (refugee), Swetlana came to Australia at the young age of 13 with her parents and two younger siblings. ‘The others came with ocean liners. but I came in an American troop carrier, the whole ship was full of migrants.’ She stayed in Victoria with her family before meeting her husband when they came to South Australia. She is now a proud parent and grandparent.
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