The History of Call Centers

Call centers date back to the 1960s, when Private Automated Business Exchange (PABX) was installed in the UK-based Birmingham Press and Mail to have rows of agents receiving customer calls. In the early 1970s, telephone booking systems were patented, and telephone headsets became popular based on televised NASA events.  

Key Highlights of Call Center History

Call centers have continually evolved across the decades:

• 1970s: Call center technology used for telephone sales, reservations, and banking services

• 1980s: Toll-free numbers increased agent efficiency and call volumes

• 1990s: Call centers became contact centers using multiple methods of communication

• 2000s: The internet brought more computerization and automation

• 2010s: The cloud developed along with mobile wireless technology modernizing call centers 

• 2020s: Artificial intelligence (AI) tools and virtual agents assist agents and provide expanded customer support