A Brief History of Contact Centers

A Brief History of Contact Centers

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


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


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


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


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


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


 All this technology is helping businesses turn customers from this


   Into this: 


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

Images from Shutterstock

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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.

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