The remunerations of 'contact center' employees, also known as 'call center' employees, increased in 2023, "reaching 932 euros" in the case of operators and 1,230 in supervisory positions, according to the Characterization and Benchmarking Study of the Contact Center Activity in Portugal.

The study - carried out by the Portuguese Association of Contact Centers (APCC), in partnership with the consulting firm Empathy Believer - indicated that "the average monthly remuneration of operators resumed, in 2023, the growth trajectory that had been registered, reaching 932 euros, an increase of 4.7% compared to 2022" .

In the case of supervisors, "there was an even more significant growth, from 1,101 euros to 1,230 euros (+11.7% compared to 2022)".

"Regarding the ratios of other remunerations to monthly gross remunerations, there was a new growth, among operators (from 18% to 20%), maintaining the ratio of 24% for supervisors", reads a statement sent by APCC to the newsrooms, which also indicates that "the female gender continues to predominate both among operators, with 66%, and among supervisors, with 61%" .

Lisbon continues to lead in the area of human resources, concentrating 59.5% of employees. It is followed by Porto (with 20.2%) and Braga (with 7.3%).

Statistics on contractual regimes were also revealed, indicating that the "permanent contract (50.7%) continues to register the highest value" . Temporary work was reduced from 5.6% to 3.4% and service provision regimes from 1.6% to 0.7%.

"The study shows that in 2023 there was a continued reduction in 100% remote work, which went from 30% to 27%, and an increase from 32% to 35% in the 100% face-to-face regime. Hybrid regimes maintained the highest percentage, with 38%.", it reads.

For 2024, a further reduction in the 100% remote regime is expected (from 27% to 25%) and a stabilization of the 100% face-to-face regime (35%). In hybrid regimes, a growth from 38% to 40% is expected.

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