Eurostat captures only outsourced operations. In-house operations of banks, insurers, telecoms, utilities and retail — the majority of attendance posts — are not captured. The figures below are a floor, not the total market.
Size
Categories of audience
| Category | Legal position | Verified size | Priority |
|---|---|---|---|
| Outsourced customer service providers | Performer, with contractual liability of its own and liability as a data processor | Concentrate 83 % of the sector’s posts; 74.7 % of operations are outsourced | Second |
| In-house operations in retail, healthcare, industry and services | Obliged as a trader in the consumer relationship | 25.3 % of operations are in-house | Second |
| Financial services and insurance | Obliged, with conduct supervision layered on top | Covered by the Spanish regime as a service of general interest | First |
| Providers of essential public services — energy, water and waste | Obliged, with reinforced application | Portugal: 39 electricity and gas suppliers; 352 water and waste operators | First |
| Technology vendors, integrators and training providers | Interested, and exposed through the systems they supply | Directly affected by the Article 50 transparency duty | Third |
Os dados quantitativos provêm da Associação Portuguesa de Contact Centers, do estudo de impacto económico produzido pela Deloitte, da Entidade Reguladora dos Serviços Energéticos, da Entidade Reguladora dos Serviços de Águas e Resíduos, do Instituto da Mobilidade e dos Transportes, da Autoridade de Supervisão de Seguros e Fundos de Pensões, da Direcção-Geral do Consumidor e da Comissão Nacional de Protecção de Dados, com indicação do ano em cada caso.
Locate your organisation
The first question is not which service you need, but which category your organisation falls into and what follows from that.