Let’s be honest — very few of us plan to work in a call center. At least here in the U.S., it is often viewed as a temporary stop, a paycheck, or a way to learn new skills before moving on. But for me, what started as a short-term summer job became something extraordinary — a lifelong career and passion in what we now call the business process outsourcing (BPO) industry.

Many of my fellow leaders in the customer experience (CX) community also worked in a call center at one point in time. It is amazing how our career path journey and experiences are similar, yet unique to each of us.

As a disadvantaged kid in NYC, opportunities were limited, but the call center industry welcomed me with open arms. I am grateful, and I hope that this article about the very early days of our industry, and my journey in call centers inspires others to stay on course and pursue their dreams…

The Journey Begins

It was June of 1986; I had just graduated from high school and a buddy of mine referred me to a summer job at a call center. Sure, why not? Extra money, save up before college in the fall, work in the big city, and all I have to do is talk to people over the phone — sign me up.

The call center was in the heart of the Chelsea district in Manhattan. Imagine that. The thought of a call center in Manhattan today would cause massive anxiety to bean counters. My employer was one of the founders of our industry and probably the only call center outsourcing company located in NYC at the time.

The executive offices and the call center operation were on the same floor, separated by a viewing window. The corporate folks, some brilliant, others eccentric, worked hard to build a very special company, in a nascent industry. And in the call center, it was a collection of characters from all walks of life from aspiring actors to musicians, professionals, intellectuals, the “in between jobs” crowd, you name it — and I worked alongside them. The place was chaotic and frantic, yet strangely professional.

The vibe was very much “Telemarketing Company meet Advertising Agency meet Office Space (the movie)”. If you haven’t seen the movie yet — you must.

The Early Days

It was the dawn of call center outsourcing, and none of us knew that we were pioneering a new industry on the verge of explosive growth. Initially, it was “just a job” for me, but in time, I began to realize that we are at the forefront of something that will change the way we do business, and it has.

Today we are CX and BPO leaders and our nomenclature has advanced so much over the years. But back then we didn’t identify as anything but “call center”, or “teleservices” or “direct marketing” or “telemarketing” leaders.

I find it fascinating that way back then, we were making an experiential impact on customer experience more than we knew. We permeated the customer lifecycle with disruptive marketing, sales and service processes. We acquired tens of millions of new customers that helped launch many well-known brands.

We created methodologies and standards that built the foundation of “call center 101” best practices. While technology and other innovations have enhanced our current processes, the methods we use today in training, quality assurance, coaching, performance management and other areas have their roots in the very early days of our industry.

Me and my fellow early pioneers had a front row seat, witnessing the evolution of outsourcing, from a fledgling upstart, coming out of the shadows, to this phenomenon, hurdling toward a $500 billion global marketplace by the year 2030 (Grandview Research).

The Early Days Part 2

With all the newness and excitement of our industry, I was too young and naïve to understand what I was getting myself into. In truth, I didn’t love my job at first. It was monotonous and although my first program was for a major continuity publishing company, upgrading and cross selling customers, I disliked the idea of selling over the phone.

I was watching the clock constantly; eagerly anticipating quitting time. But I hung in there and persevered. The paycheck was good, the work wasn’t too bad, and the call center was air-conditioned. Why does that matter? Because we didn’t have air conditioning in our apartment in Queens!

Summer turned to fall, and I was tapped on the shoulder and offered a promotion from call center agent to supervisor. I was over the moon, appreciative of the opportunity, and I wasn’t going to let my managers down. I welcomed the pay raise and confidence boost, but I was a bit terrified.

There I was — an 18-year-old kid and a college freshman, suddenly supervising and coaching people twice my age. But thanks to my mentors who believed in me, I learned quickly and excelled. Then, more promotions came, and I was assigned to other positions which enabled me to manage much larger teams and conduct new hire training classes too.

I was an underprivileged kid from Queens, NY and a dreamer. And in that call center were many other “dreamers” so it felt like home. Not to sound corny, but when I think about my career path, I have no doubt that this industry was calling out to me.

Who Started Our Industry?

I went from call center agent in 1986 to C-Suite executive in 2006, when I started my company— CustomerServ. Throughout my initial 20-year journey as a BPO employee, shareholder and executive leader, I have a million stories to share as do my fellow early pioneers. It was a glorious time as BPOs started going public, merging, globalizing, expanding nearshore and offshore, and technology advancements were rampant.

I want to pay homage to those who decided to “boldly go” where no one has gone before. These visionaries created the idea of outsourcing call centers and paved the way for you and me to become CX and call center leaders. Many newer entrants to BPO and CX today may not realize the contributions of these brilliant individuals who founded our industry, but I, and many other “lifers” remember them fondly. They launched upstart “teleservices” firms, grew them, took them public or merged into larger BPOs that we are all familiar with today.

My Career Path Can Be Yours Too

I am often asked what it takes to be successful in our industry. There are many factors, but the one that stands out most is my ability to be humbled by my career roots.

You and I both have colleagues and friends who went from entry level jobs to higher heights in management, executive leadership and even entrepreneurship like yours truly. People who never thought that a long and fruitful career was possible in an industry that is often misunderstood and unfairly maligned.

We are fortunate to work in an industry where today’s call center agent can become tomorrow’s BPO or CX executive. But are we underscoring and affirming the career path journey enough? Agents, team leaders, supervisors etc., all need to embrace the idea that this is a very special industry in which the dream of upward mobility is within reach. And you don’t need an Ivy League degree to get there — you need tenacity and belief in yourself.

The most successful BPOs are the ones who have encouraged the growth of their agents into managers and executives. They themselves understand the rewards of moving from an agent seat into a very satisfying, higher paid position – and who just as importantly, understand what an agent’s daily grind is like. They will mentor based on their own life-experiences. On top of that, promoting from within ensures operational continuity, industry knowledge and an existing comfort level in terms of the company culture.

The Global Perspective on a Call Center Career

When the call center industry launched decades ago here in the U.S., I am not sure if any of us imagined the possibility that one day call centers and outsourcing would expand to other countries.

Our industry has enabled positive generational change in many emerging markets throughout the world. Think of how many millions of people are gainfully employed in countries, cities, and towns that were previously underserved and overlooked. BPO has lifted communities with an abundance of underutilized talent, and by welcoming individuals from all walks of life into our industry.

In some regions, women face staggering 60% unemployment rates and educated professionals struggle with underemployment. Our industry has become a bridge — opening doors to meaningful work and leadership opportunities where few existed before.

This career path is life-changing for these individuals and their families — something that we should all be intensely proud of and we must continue supporting.

Is The Fear of Ai a Career Path Deterrence?

I don’t believe that the fear of AI should discourage individuals from seeking a career in CX/BPO. I am not going to spend too much time on the impact of AI on the need for human agents. However, it is interesting that the Ai narrative is shifting away from eliminating humans in call centers, to technology enabling humans.

It would be unfortunate for an aspiring call center agent who has the skills and expertise to become a future leader, not to pursue a career in CX/BPO because they believe humans will be surplus to requirements in the future. We need impactful leaders at every level of call center operations all the way up executive ranks therefore we must stay on course with career path opportunities.

There will always be hyperbole and proclamations calling for the end of this or that. But it is way too early for anyone to make bold predictions about Ai vs. humans in our industry.

Ultimately, the consumer will dictate the future of live human interaction in call centers.

Summary

I often reflect on how differently life might have turned out if not for that fateful decision in 1986 when I chose to work in a call center. My story is like that of so many others who got their start the same way — by sheer happenstance. It was a fortuitous choice, and I was one of many thousands of frontline agents on the vanguard of a burgeoning industry.

In May of 2026, CustomerServ will celebrate 20 years in business, and next June, I’ll hit the 4-decade mark in call centers — sometimes I can’t believe it. So, it is here and now that I reflect on my journey and thank so many mentors who were invaluable. Some are still mentors to this day, and I have nothing but love for them.

We often joke and self-deprecate about how many of us achieved call center industry “lifer” status. In truth, I wouldn’t trade it for anything because the industry has been very good to me and so many others.

I urge all leaders in our industry to challenge the boundaries of the occupational path within their companies and reinforce the possibilities that lie in wait for every agent willing to put in the hard work.

Take me as an example — the summer job that launched my career never really ended; it simply evolved, and it continues to this very day.