Portugal’s contact centres enjoy €2.3Bn turnover

The contact centre sector in Portugal is booming, posting a business turnover of €2.3Bn in 2022 according to the latest figures available, employing 76,000 according to a report from Deloitte for the Portuguese Contact Centres Association – APCC.

The sector created a direct impact of €1.5Bn, of which €767 million corresponded to exports.
According to the study, the business turnover has “evolved significantly by around 64% since 2019 with an annual growth of 18%.
Om the other hand, in relation to gross value added, this stood at €1.5Bn with a indirect impact of
€1.2Bn.
According to the study, “the knock-on effect on how the sector contributes towards industry and other sectors in terms of sales and customer retention stood at €790 million and €640 million respectively, particularly for the utilities, insurance and telecommunications sectors.
In terms of the value chain, the sector created 54,000 direct jobs nationally, and 22,000 indirect jobs.
And since 2019, the sector created 26,000 new jobs, an increase of around 61%. Worldwide, the contact centres industry made €357Bn in 2022 while estimates for this year suggest a turnover of €393Bn.