From municipal policies to new technologies, professionals debate the impact of consumer support centres in the region

More than three hundred professionals from consumer support centres gathered in Porto to reflect on "What Challenges and Changes Are Contact Centres Facing in 2024?". At the opening of the 6th International Conference of the Portuguese Contact Centers Association (APCC), the vice-president added to the analysis the role of the Municipality in attracting investment, with a consequent impact on a sector that, in terms of nearshoring alone, will already represent more than 1.5 billion euros in service exports.

Filipe Araújo stressed the city's "entrepreneurial capacity, taste for work and entrepreneurial spirit", "capable of attracting new activities linked to value-added sectors", such as tourism, digital technologies, cultural and creative industries, highly specialized services, or innovation and skills centres.

For the strong growth of business investment, the vice-president believes, the municipal strategy has also contributed, which has been reinforcing "the quality of life, the requalification of public space, and sustainability policies" and contributing to "the dynamics of the innovation ecosystem and the diversification of the cultural and leisure offer".

On the other hand, says Filipe Araújo, the new economic activities "played a fundamental role in the urban rehabilitation and international projection of Porto", becoming fundamental for "the city to evolve into a more sustained economy in knowledge, innovation and technology".

The vice-president believes that, in Porto, "they found technological talent and disruptive innovation, modern infrastructures and economic competitiveness, quality of life and environmental sustainability, intercultural tolerance and cosmopolitan environment".

Referring to measures related to private investment, the installation of activities and professionals or access to housing, Filipe Araújo underlines how "the effort that the Municipality of Porto is making to attract capital, talent and innovation to the city has been translated into value and employment, international projection and urban development".

During the APCC conference, professionals paid special attention to the impact of the new legislation in a sector with high relevance for both national and international and multinational companies, with significant investments in Portugal, also addressing the evolution of the industry, technology, and the management of customer service centres.