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Portugal Call Center Outsourcing

Save over 50% on costs by outsourcing your call center services to Portugal

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About the Call Center Industry in Portugal

Portugal is one of several European countries with a flourishing market for business process outsourcing (BPO). The capital, Lisbon, is sometimes even called the Bangalore of Europe in reference to the services boom that took place in India in the 1990s.

Portugal offers competitive labor costs and an overall favorable business climate. Between the growing economy, decentralization, and low-cost labor from a high-quality talent pool, it’s no wonder Portugal has become one of the best countries for setting up call center operations.


Why do companies outsource call center operations to Portugal?

Labor Pool

  • Skilled, experienced, and multilingual workforce
  • Competitive labor costs — sixth lowest in the eurozone
  • Portuguese employees are known for their great communication skills
  • Diverse talent pool in tech, engineering, BPO, and other industries

Business Climate

  • Favorable working conditions for employer and employee
  • Thriving business environment with a high GDP
  • Portuguese and English are the primary business languages, but many people also speak German, French, and/or Spanish
  • Strong work ethic across a wide range of industries and call center roles

Infrastructure

  • Robust transportation system
  • Easy accessibility to internet and telecommunications
  • Fast-growing tech hub in Europe
  • Quality air and railroad infrastructure

Country

  • Stable governance and social stability, combined with a low cost of living
  • Portuguese is the world’s 5th most spoken language
  • Direct flights from most European cities
  • Geographical advantage sharing a timezone with countries like the UK

US Companies With a Presence in Portugal

Deloitte
KPMG
Google
Microsoft
Cisco
Nokia
Accenture
pwc
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Statistics About Portugal

Population

10.31 million

Youth Unemployment Rate (ages 15-34)

22.6%

GDP

$231.26 billion USD

Working Age Population (15-64)

6.5 million

Business Language(s)

English and Portuguese

Call Center Industry Growth Rate

Expected CAGR of 6.6% from 2020-2025

Frequently Asked Questions

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How much does it cost to outsource a call center to Portugal?

Portugal offers US companies a variety of high-quality, skilled, and multilingual call center agents at a much more cost-effective rate than managing in-house. While exact costs vary depending on business needs and specific roles involved, companies can typically expect to save about 50% on costs compared to what they’d be in the United States.

Where are most call centers in Portugal located?

Lisbon, the capital city of Portugal, has the greatest number of call centers in Portugal due to its accessibility, transportation options, excellent infrastructure, qualified workforce, and low rental prices. Cities like Viseu, Porto, Alges, and Braga also have both inbound and outbound contact centers in Portugal. 

What is a call center agent’s salary in Portugal?

An average salary for a call center agent in Portugal is around 1,900 EUR per month, or 22,800 EUR annually. This comes out to $26,446 USD, or just over half the average cost of employing in-house call center agents in the United States. 

Exact salaries and costs involved will vary depending on the type of service(s) your business needs.

What are the advantages of outsourcing call center services to Portugal?

Portugal call centers have become increasingly popular over the years following Brexit. The trend has largely been attributed to the growth of human resources, favorable working conditions, competitive labor costs, low cost of living, stable governance, and the vast infrastructure network.

Portugal is considered highly proficient in English, holding the 12th position based on the English Proficiency Index 2019. Professionals are often multilingual, able to speak German, French, and Spanish, in addition to their native Portuguese, making Portugal an attractive destination for call centers. 

Workflow and communication between teams in varying geographical areas are essential when outsourcing a call center. Direct flights from main European cities and stable governance have made it convenient for multinational companies to set a base for BPO here. 

As of 2021, Portugal holds 34th place in the IMD World Digital Competitiveness ranking and 39th position in the 2020 Ease of Doing Business Report. It even ranks ahead of other popular European BPO locations, such as the Czech Republic, Bulgaria, and Poland. Portugal is now home to companies like Google, Cloudflare, Mercedes Benz, and Farfetch.

Outsourcing in Portugal balances low-cost options for firms in America/Europe and a high-quality European workforce. 

How do I start a call center in Portugal?

Starting a call center in Portugal (or another outsource location in our extensive network) starts with a needs analysis to develop a deep understanding of your business and scope your company’s outsourced requirements.

TDS Global Solutions works with you to customize an RFP specific to your business, match you to best-fit contact centers, and facilitate selection, coordination, and contract negotiations.

Finding the right location for your call center and then carrying it all the way to execution causes companies undue strain when forced to do it on their own. TDSGS streamlines this entire process from start to finish and with little to no fees involved for our advisory services.


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