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It was all so different when First Direct launched in 1989 as the UK's first telephone bank, pioneering banks without branches.

In its heyday, the station included a ticket counter and waiting lounge, a telephone bank, a shoe shine, a cigar stand, a men’s lounge with showers and an upstairs women’s lounge with a bathtub.

As a former boss of the telephone bank First Direct, he should know.

Call centres have changed the way customer service teams operate First Direct, the online and telephone bank, employs nearly 3,000 people at its enormous call centre in Leeds, and has won various awards for customer service.

Another ground-game program was a tool for telephone canvassing from people's homes instead of having to travel to a campaign office and work from a telephone bank.