Welcome to Portal Call Center

After the 90´s, Brazilians began to face a new consumer relations scenario. The promulgation of the Consumer Defense Code (CDC) in 1991, the launch of the Plano Real in 1994, which provided economic stability and, more recently, the population's access to credit contributed to the construction of an increasing consumer-citizen demand. Moreover, the universal access to the net and privatization of telecommunications in 1997, led Brazilians to communicate and interact increasingly with companies from which they purchased products and services.
    
In the year of privatization, according to Anatel, Brazil had 18.8 million fixed telephones and 4.6 million mobile phones.  In July 2008, cell phones reached the mark of 135 million lines, requiring investment on carriers seeking to provide good services to customers.

Nonetheless, the federal government has set new rules for Consumer Services Call Centers (SAC), through Decree No. 6523, which regulates Law No. 8078, signed by President Luiz Inácio Lula da Silva on July 31st. Now it is time to rebuild the business model of the industry and improve the quality of services in Brazil. Such factors have contributed to the maturing of the call center market, which does not stop growing.

There was a boom of investments in technology and infrastructure, right after a record number of hiring in the industry, contributing for the segment to become one of areas that employs the most in country and, recently, in an attempt to professionalize the industry, they launched the Brazilian Self-Regulatory Program (Probare), which certifies companies committed to serious and ethical work. A recent survey prepared by E-Consulting in partnership with Padrão Editorial points out that in Brazil has got 400.000 Customer Service positions, and that the sector grew by 11% between 2007 and 2008, with turnover of U.S. $ 19 billion.

Such changes encourage companies to know their customers better, to know what they really want and, above all, to serve them the best possible way and not just over the telephone, but also through the Internet, via chat or email.

The Portal Call Center was created for the community of professionals in the relationship area. The site will be the biggest   communication channel for contact center in Latin America, bringing national and international content in different channels: management, events, technology, regulation, indicators, and human resources, among others.

The portal comes with the seal of all contents of the Consumidor Moderno magazine that is qualified to govern the current discussion on the regulation of the Consumer Services Call Centers (SAC), which after the involvement of all companies, tends to improve the international Brazilian model, as it has already happened in some companies. The portal will be a forum for debate and fostering for the Call Center community.