ZOOM Blog

A Brief History of Contact Centers

A Brief History of Contact Centers

At first, they were just answering services, starting in the 1960s

shutterstock_232473508

During the late 70s call centers (voice channel only), expanded into sales, reservation and banking support.

shutterstock_414957253

The term "call centre" was first published and recognized by the Oxford English Dictionary in 1983.

shutterstock_299633474

During the 90s call centers were split into back office business centers and contact centers for customer service

shutterstock_706865629

In the 2000's and '10s contact centers expanded into multi-channel, including chat, voice, email and other methods to communicate.

shutterstock_450712009

Today, in 2020, bots, automation, machine learning, and predictive analytics are growing by leaps and bounds in the contact center.

shutterstock_1077323540

 All this technology is helping businesses turn customers from this

shutterstock_644165242

   Into this: 

shutterstock_327386930

History Notes from: https://en.wikipedia.org/wiki/Call_centre

Images from Shutterstock

Tell us what you think:

ZOOM WFO Suite

Captures and improves the omnichannel customer experience across calls, emails, chats, surveys, and more. Covers more platforms: Cisco, Broadsoft, Genesys, AudioCodes(radios), Microsoft Skype for Business, and Amazon Connect.

Learn More >>

Get a Demo

Are you ready to take a closer look at what ZOOM has to offer?

LEARN HOW

About ZOOM

At ZOOM, we give contact centers of all sizes the tools to improve the customer and agent experience while addressing back office compliance and risk. That's why we've made it our mission to lead by example, and continually aim to improve our tools and set new challenges for ourselves.

Since 1999, ZOOM has held a world class track-record of customer satisfaction, scoring 82%+ with Net Promoters. Our customers range from sub–100 agent contact centers to some the world’s largest companies—Finansbank, Cigna, Rostelecom, IBM, and Saudi Aramco.

ZOOM has solved some of the hardest call recording problems in the world, and the new ZOOM Omnichannel Search Engine is the first of its kind.

Learn more about ZOOM »