The Evolution of Call Centers in London: How Technology is Shaping Customer Service
The origins of call centers can be traced back to the invention of the telephone in 1876, followed by the advent of switchboards in 1882. However, the modern concept of call centers did not really takeoff until the 1960s when Private Automated Business Exchanges (PABX) and Automatic Call Distributors (ACD) were introduced. These advances enabled companies to manage multiple calls in a much more organized manner and truly kicked off a technological transformation in customer service. This shift is exemplified by the Birmingham Press and Mail, which is credited with being one of the first to utilize GEC PABX with ACD technology in 1965. Early Development and Mainstream Adoption As we moved through the 1970s and 1980s, call centers became crucial for larger businesses largely for sales purposes. The introduction of toll-free '800' numbers allowed these centers to efficiently handle incoming calls, expanding their roles to include customer queries as well. Interactive Voice Respon...