Butterball Turkey Hotline Expert Gets Funny Questions on Thanksgiving

• Phyllis Kramer is a Butterball Turkey Talk-Line expert based in Aurora, Illinois.
• She answers questions from customers about how to choose, prepare, and cook a turkey.
• She’s been asked if a turkey can be wrapped in an electric blanket to thaw it more quickly.

I’ve been talking turkey on the Butterball Talk-Line for 22 years now. I like to think of myself as a turkey tutor, although a caller once referred to me as their turkey godmother, which sounds kind of neat, too.

When the Talk-Line first debuted in 1981, there were six women home economists, and they answered 11,000 calls that year, starting with Canadian Thanksgiving in October through holiday celebrations in December.

Today, there are more than 50 of us, both men and women, standing by to answer your questions. We answer calls, texts, emails, live chats, and questions on social media. Our experts are available to assist in both English and Spanish.

We assist more than 100,000 people, fielding nearly 15,000 calls on Thanksgiving Day alone.

Some people assume my job must be easy, but they couldn’t be more wrong

Everyone who works the Talk-Line has an extensive background in food preparation, ranging from dietitians to food scientists, researchers, and chefs. I was a high-school home-economics teacher in Aurora, Illinois, for 38 years. Each summer, I would intern at a food-related business to ensure I was teaching students what they needed to know.

One summer, I interned in the test kitchen at ConAgra Foods, which at the time owned Butterball, and that’s where I learned about the Talk-Line. I remember thinking, “When I retire, I’m going to do that,” and that’s exactly what I did.

Every Talk-Line expert receives intensive training through Butterball University

This is where we personally get to test a variety of ways to cook a turkey in our commercial test kitchen, learn about new products, and undergo both phone and media training over the course of several days.

During our first three years on the job, we’re considered “freshmen” and must reattend the training annually. In our fourth year, we’re only required to join the advanced cooking-methods training, however, we’re always welcome to return to Butterball University if we feel like we need a refresher.

Talk-Line experts can take calls from home

Before the pandemic, we took calls side by side in one big room housed inside a building located in Naperville, Illinois. While the majority of us have returned to work in-person, some experts have elected to continue working remotely.

Although I missed my colleagues during the pandemic, it was kind of fun to sit in my kitchen and talk about turkey all day long.

When the season starts, our shifts are four hours long. As we get closer to the holiday, they become six hours long, and finally, work their way up to eight hours per shift.

Sometimes, when I answer the phone, the person on the other end of the receiver will say, “Are you a real person or is this a recording?” and they’re always so excited when I tell them I’m the real thing. People really long for that human connection and personal advice.

Our average call lasts 3 minutes, and the most common question is how to thaw a frozen turkey

We walk callers through refrigerator thawing or cold-water thawing, which is the way to go if you’re in a pinch.

Over the years, we’ve received calls from frantic men and women looking for last-minute ways to thaw their turkey. The wildest calls have been from people asking if they can wrap their turkey in an electric blanket or slip it into a hot tub to thaw it more quickly (Spoiler alert: You can’t due to food-safety guidelines!).

If you’re in a jam and pressed for time, you can always buy a fresh whole turkey, which doesn’t require thawing and requires little prep time.

Another popular question is, “How do I know when my turkey is done?” I always say it’s very important to have a meat thermometer, which should read at least 170 degrees in the breast and 180 degrees in the thigh.

You can’t even begin to imagine the variety of panicked and funny calls we get. One time, I had a group of very upset people call me on speakerphone to tell me their 21-pound turkey had no meat on it. It took me a little before a light went off in my head, and I told them to turn the turkey over. It turned out they had roasted the turkey upside down. They were ecstatic when they turned the turkey over and saw all that juicy meat. They told me I saved the day.

Another time, I had a guy call and tell me he was planning to propose on Thanksgiving and wanted to know if it was safe to put the engagement ring inside the turkey. It took a little while, but I finally convinced him to put the ring in a box next to the turkey instead.

Our job is to try and make your celebration easier

Butterball Turkey

We can answer your questions or provide a grocery list to ensure you make fewer trips to the store. We also offer video tutorials, where you can learn everything from choosing your turkey to various cooking methods like roasting, deep frying, air frying, and brining.

When it comes to how much turkey you should buy, my advice is, “Go big.” Turkey is such a reasonably priced protein, and if you have leftovers, you can send everyone home with care packages, which is what I like to do.

As for me, I’ll be working on Thanksgiving

On Saturday, I plan to cook Thanksgiving at my house.

I always thaw turkey in the refrigerator. I use the open-pan method since I want a traditional flavor and appearance of a roasted turkey, but before brushing the turkey with oil, I put a combination of seasonings in the oil. This year, I’ll use traditional seasonings — thyme, sage, chopped fresh rosemary, and a little paprika. Then I’ll rub this mixture all over the turkey.

Although I’m not planning on stuffing the turkey this year, I’ll put onions, celery, carrots, and some chopped fennel in the cavity. I also plan to serve carrots, parsnip puree, creamed fennel, mashed potatoes, fresh green beans with a mushroom sauce, along with a stuffed turban squash. For dessert, I’m serving pecan-pumpkin pie and a cranberry cake. Then I hollow out small pumpkins to fill with cranberry sauce for each guest. It looks so cute on the table.

I look forward to this holiday all year

There’s no commotion with decorations and gifts, it’s just about being with friends and family, and when you walk into the kitchen and catch a whiff of turkey cooking, it’s simply divine.

Last year we had two families together for the holiday. When one person mentioned how much they liked their mother’s gravy, it prompted someone else to pipe up and say that they thought their mom’s gravy was the best, so this year we’re going to shake things up a bit and host a gravy cookoff. We’ll set both gravies on the table and everyone will vote on it. After we collect all the secret votes in a hat, someone will be proclaimed “Winner of the Best Gravy.” It’s all in good fun and there are no hard feelings.

I’m a real food lady. I love looking at it, talking about it, eating it, and cooking it. I’ve even got three turkeys in my freezer right now and to me, there’s nothing better than that. It’s like having money in the bank.