{"id":12800,"date":"2022-01-20T16:53:05","date_gmt":"2022-01-20T15:53:05","guid":{"rendered":"https:\/\/icr-evolution.com\/?p=12800"},"modified":"2022-01-19T13:46:59","modified_gmt":"2022-01-19T12:46:59","slug":"history-and-evolution-of-the-call-center","status":"publish","type":"post","link":"https:\/\/www.icr-evolution.com\/en\/blog\/history-and-evolution-of-the-call-center\/","title":{"rendered":"History and evolution of the call center"},"content":{"rendered":"

History and evolution of the call center.<\/strong> That call centers have transformed the way of doing business and communication between a company and its customers is more than evident. However, despite the transformation (digital in its most recent stage), it is possible that many are unaware of its origin and how it has evolved over the years. In this post we want, as a small “tribute”, to explain when and how the call center was born and how it has evolved<\/strong> to become what it is today: an essential communication channel<\/strong> for the vast majority of companies worldwide. Keep reading!<\/p>\n

Call center: a german pastry chef, forerunner of the call center<\/h2>\n

Yes, you are reading correctly and surely you are wondering what a German pastry chef has to do with the history of the call center. Although contact centers as we know now were born at the beginning of the 1960s (as we will tell you a few lines further down), a German pastry chef had the brilliant idea, at the beginning of the 20th century, of selling his cakes by calling by phone. The result? He doubled his sales and, in addition, managed to retain his clients. Although he did not know it, his action today is considered the first telemarketing campaign in history.<\/p>\n

Call center: Ford “drives” us towards the best customer satisfaction<\/h2>\n

To know the birth of the call centers we have to travel a little further in time, specifically to the year 1962. That year, in which Brazil wins the World Cup in Sweden, Ringo Starr picks up the drumsticks of the Beatles or the chimes of New Year’s Eve are broadcast for the first time in Sol, the Ford company does something that no one had done so far:<\/p>\n

In full expansion, the multinational decides to create a department exclusively to contact 20,000 people. The result was so spectacular that they eventually reached twenty million customers. This fact meant a notable improvement in the customer experience and was an example of the first call center in the world<\/strong>.<\/p>\n\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\"New\n\t\t<\/a>\n\t\t<\/span>\n\t\t