For candidates preparing for the Kerala Public Service Commission (Kerala PSC) Telephone Operator – DCB examination, referring to previous question papers is essential for understanding the exam pattern, important topics, and difficulty level. Below is a detailed description of the Telephone Operator – DCB (95/2016) question paper, conducted on 6th August 2016.

Exam Overview

• Post Name: Telephone Operator
• Department: DCB (District Co-operative Bank)
• Paper Code: 95/2016
• Date of Test: 6th August 2016
• Year: 2016
• Exam Conducting Authority: Kerala Public Service Commission (Kerala PSC)

Exam Pattern & Structure

The Telephone Operator exam consists of multiple-choice objective-type questions (MCQs) covering telecommunication concepts, customer service skills, office procedures, and general awareness topics such as General Knowledge, Numerical Ability, and Language Proficiency.

1. Fundamentals of Telecommunication

• Basics of Telephony & Communication Systems
• PBX (Private Branch Exchange) & EPABX Systems
• Telephone Equipment & Functions
• Call Forwarding, Voicemail, & Call Transfers
• Common Telephone Troubleshooting

2. Customer Service & Call Handling Skills

• Telephone Etiquette & Communication Skills
• Handling Customer Inquiries & Complaints
• Time Management & Multi-tasking
• Professional Behavior in Call Handling
• Basic Problem-Solving Skills in Telephonic Communication

3. Office Procedures & Computer Awareness

• Basic Office Management & Filing Systems
• Importance of Documentation in Office Work
• MS Office (Word, Excel, PowerPoint, Outlook)
• Email Handling & Digital Communication
• Office Telephone Operating Protocols

4. General Knowledge & Current Affairs

• Indian & Kerala History
• Geography (Kerala, India, and the World)
• Indian Constitution & Political System
• Science & Technology Developments
• Important National & International Events
• Kerala Renaissance & Social Reformers
• Government Schemes & Policies

5. Basic Mathematics & Logical Reasoning

• Arithmetic (Percentages, Ratios, Averages)
• Algebra & Geometry
• Logical Puzzles & Series Completion
• Problem-Solving & Analytical Reasoning
• Basic Data Interpretation (Graphs & Tables)

6. General English & Malayalam Language Proficiency

• Grammar & Sentence Structure
• Vocabulary (Synonyms & Antonyms)
• Idioms & Phrases
• Comprehension Passages
• Translation (Malayalam to English & Vice Versa)