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The term "call center" was first published and recognised by the Oxford English Dictionary in 1983. The 1980s saw the development of toll-free telephone numbers to increase the efficiency of agents and overall call volume. Call centers increased with the deregulation of long-distance calling and growth in information-dependent industries. [11]
Workforce management (WFM) is an institutional process that maximizes performance levels and competency for an organization.The process includes all the activities needed to maintain a productive workforce, such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling and analytics.
An oncall shift, or on-call scheduling, is a practice that requires employees to be available to be called onto last-minute shifts without pre-scheduling. [3] In the United States, the practice has been opposed by labor rights groups as "unfair and detrimental to employees."
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Aspect was founded under the name Aspect Communications in 1973, when its software powered the first call center flight booking system with an intelligent Automatic Call Distributor. [8] In 2005, Aspect Communications was acquired by Concerto Software for $1 billion, [9] with the new entity called Aspect Software. [10]
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