During the 80s and 90s, companies initated establishing dedicated telephone numbers, where ustomers could call and avail their services. While the term “call center” did not get traction on until the 1990s, many businesses already had their internal customer service centers as early as the 70s. During the mid 90s to 2000s we have seen the mass production of Cellular or Mobile phone’s globalization, Business process outsourcing or BPO became more popular in several industries such as Telecommunications and manufacturing industries. One of the early outsourced department of any companies was Cutomer service which eventually got a name tag “Call center”. As we had mobile phone in our hands and digital services such as online banking became popular, a
need for 24/7 support was necessary. It became more complex for business entities to handle such stressed environment as an in-house facility, not to mention a hefty cost center to operate. Outsourcing became inevitable to level the quality and keep the unparalleled need to focus on the core business expansion
Some facts and figures, case studies/ real life scenarios
