Characterisation and Benchmarking Study of Contact Centre Activity 2024 - Portugal

The annual Characterisation and Benchmarking Study of Contact Centre Activity represents one of APCC’s most significant initiatives. It helps understand the contact centre industry and forms a positive perception of the sector, which is frequently misunderstood or undervalued by the media and certain economic and social groups.

Carried out, without interruption, since 2006, this Study has become a reference instrument for all players in the industry, allowing to validate the positioning of each one before the respective sector of economic activity and, ultimately, identifying the weaknesses and strengths of each one and, consequently, the opportunities for improvement aiming at the final goal of any Contact Center operation: performance excellence. It is ultimately a key tool for decision-making.

To find out more, download the report below.