Independent Toronto-based Consultant J. David Windrim operated one very early call centre for the T. Eaton Company."In 1965, each individual agent station had to have its own little cable network gear...
September 1, 2001
Independent Toronto-based Consultant J. David Windrim operated one very early call centre for the T. Eaton Company.
“In 1965, each individual agent station had to have its own little cable network geared to the features being provided to that station,” says Windrim. “A simple, six-button telephone — those old dial phones with the row of buttons on the bottom that light up when a call comes in — required an eight pair cable, so running 25 to 50 pair to each station was quite common. Once a station was installed, it pretty much stayed where it was. Computers and automated order taking systems were non-existent.”
“Today,” says Windrim, “with more of a computer-driven model as opposed to something that used the old step-by-step telephone switches, everything can actually run on one cable. You can move a station from one place to another simply by changing jacks and a few clicks of a mouse.”
“In fact, today” says Windrim, “the agent doesn’t even need to be in the same building to work within the call centre! What a change!”