Around 30 years ago in the USA, the travel and hospitality industry began to centralize their reservation centers into what we would recognize now as huge call centers. This happened at around the time the first large-scale high-volume premise-based telephone switches became available.
Banks have also used them since the 1970s at least, and later in that decade, with the rise of the catalogue shopping movement and outbound telemarketing, call centers became a staple within many industries.
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