Happy 20th Birthday, Call Centre Helper


Today we are celebrating Call Centre Helper’s 20th birthday.

We’d like to say a huge thank you for all of your support in making this happen.

We started Call Centre Helper in August 2003 with a simple idea – to provide call centre help and advice online.

Since then, Call Centre Helper has grown to be the most popular contact centre magazine. We decided to be nostalgic and look back over how our website has changed.

2003 – 2007


Call Centre Helper started out life in August 2003 as a simple help and advice website.

It started mainly with a back catalogue of some of the articles that Jonty Pearce had written in his consulting days.


More articles are added to the website and advertising is sold through Google Adwords.


The website turns into a monthly online magazine, with professional styling and a new editor, Alex Coxon.


The site goes from strength to strength and moves to a content management system called Joomla.

We launch our jobs database.


The team grows as Jo Robinson joins us – she is still with us!

2008 – 2012


Call Centre Helper becomes a weekly magazine. Jonty resumes editorial duties.

We move across to WordPress as our publishing system.

We run our first Top Call Centre Software awards.


We hold our very first webinar in March and, with beginner’s luck, we get over 100 people live on the call. A sign of things to come.

We start a forum and add our popular reference guides. We make our first tweet.

We publish our popular Excel-based Erlang Calculator.

Martin Hill-Wilson wins our first “Top 10 most respected Call Centre People”.


10 months after we started twittering we had our first 1,000 followers. @jontypearce

Rachael Boynton joins the team – she is still with us!

12 months after sending our last fax, we consign our machine to the fax machine graveyard. Farewell, old friend, you served us well!


The webinar programme gains real traction. 18 webinars held with an average of 87 live attendees and 64 people watching the replay. 3,000 followers on Twitter.

We set up our @callcentrehelp twitter account.

Our major competitor, Call Centre Focus, stops publishing its print edition and moves online.


The business really starts to mature.

We reach over 100,000 readers per month. We hold 21 webinars. 5,000 followers on Twitter.

Jo Sparkes joins the team.

2013 – 2017


We move to a new design for wide screens and for smartphones.

Megan joins the Call Centre Helper on the editorial team.

We go to weekly webinars.


Our visitors for the year reaches over 2 million – 2,289,912.

Page views goes over 5 million – 5,526,993


We run our first “Webinar Week”

We have our highest attendance live on a webinar – 284; 20 Tips for Improving Average Handling Time

We introduce customer dashboards which allows advertisers to view the latest stats that content has received from adverts, editorial, white papers and any webinars.

The office kitchen was replaced.

We run our first survey and report “What Contact Centres Are Doing Right Now”


Charlie Mitchell joins the team as Editorial Assistant.

New website design – wide screen and banner/box adverts. More mobile friendly. Front page is now split into Industry Insights and News stories.

Rachael chairs her first webinar.

Our LinkedIn group goes above 20,000 members.

Our website move to https

We acquire popular discussion board http://www.callcentrevoice.com/ and integrate it into our forum.

Our major competitor, Call Centre Focus, throws in the towel and stops publishing.


We begin working towards GDPR and offer demo requests on our webinar programme.

Our old printer finally dies and we buy a new faster one.

We begin to run our Technology Awards annually and have over 1,000 votes.

2018 – 2023!


2018 website

We run our 200th webinar with Genesys.

As job recruitment moves to Indeed and LinkedIn we close down our jobs board.

Charlie chairs his first webinar.

We speed up our website to an average of 4.5 seconds per page. Traffic jumps up.


2019 website

Beth starts working as Digital Content Executive.


2020 website

Translate function added.

We start working from home during Covid.


2021 website

New website is launched after months of design.

New Favicon is added to the website.

We run our 300th webinar with Playvox.

Robyn joins the team as Digital Content Assistant.

We start running Social Media Takeovers.


2022 website

We run our first video panel on “Chatbots”.

Megan returns to Call Centre Helper as Editor.

We run 6 webinars and then pause the programme as there are so many webinars happening


2023 website

Our LinkedIn page gets over 10,000 followers.

Xander joins the team as Business Manager.

Our webinar programme returns!

Annual traffic growth has been impressive:

Year 1 – (Aug 2003 – Aug 2004) – 6,822 page views
Year 2 – (Aug 2004 – Aug 2005) – 119,029 page views
Year 3 – (Aug 2005 – Aug 2006) – 336, 578 page views
Year 4 – (Aug 2006 – Aug 2007) – 449,927 page views
Year 5 – (Aug 2007 – Aug 2008) – 925,693 page views
Year 6 – (Aug 2008 – Aug 2009) – 1,477,965 page views
Year 7 – (Aug 2009 – Aug 2010) – 2,192,781 page views
Year 8 – (Aug 2010 – Aug 2011) – 2,684,992 page views
Year 9 – (Aug 2011 – Aug 2012) – 3,945,689 page views
Year 10 – (Aug 2012 – Aug 2013) – 4,644,115 page views
Year 11 – (Aug 2013 – Aug 2014) – 5,266,512 page views
Year 12 – (Aug 2014 – Aug 2015) – 5,805,281 page views
Year 13 – (Aug 2015 – Aug 2016) – 5,861,705 page views
Year 14 – (Aug 2016 – Aug 2017) – 5,578,204 page views
Year 15 – (Aug 2017 – Aug 2018) – 6,188,075 page views
Year 16 – (Aug 2018 – Aug 2019) – 7,065,859 page views
Year 17 – (Aug 2019 – Aug 2020) – 7,689,155 page views
Year 18 – (Aug 2020 – Aug 2021) – 9,733,488 page views (peak in traffic in 2020 was related to the pandemic)
Year 19 – (Aug 2021 – Aug 2022) – 7,978,249 page views
Year 20 – (Aug 2022 – Aug 2023) – 7,749,912 page views (combined stats as in June 2022 we split the tools onto their own website www.callcentretools.com)

Last month (July 2023) we had over 233,375 visitors to the Call Centre Helper website.

Thank you to all of our wonderful readers who have given us so much support.

We look forward to celebrating many more Happy Birthdays.

Author: Rachael Trickey

Published On: 1st Aug 2023 - Last modified: 18th Mar 2024
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