RE: What started the revolution of call centres ???
Call centers started as a way to sell things, and evolved with the development of more sophisticated telecom technology. After awhile, businesses realized that they needed to have better contact with customers and the customer service center (such as they are) was born. Another factor that propelled the use of call centers was the reduction in the cost of using long-distance. Older people remember when it cost $3 or more a minute to call long-distance, and the connections weren’t always dependable, and international calls were prohibitive to all but a few. So, new technology and scalecost reduction in the telphony industry I would say are the two major points.