Contact Center: an international operation run from Portugal

More than answering: creating a customer experience

When every contact with a brand can make a difference, customer support plays an increasingly important role. Good service is not just about answering an email or a call quickly: it is about understanding what each person needs, finding solutions and providing an experience that is efficient, professional and personal.

This is the context in which the Volkswagen Group Services Contact Center runs customer support operations for different business areas of the Volkswagen Group, supporting customers before, during and after they use its products and services.

An international operation that started in Portugal

Launched in March 2021, the Contact Center in Portugal was set up as part of the international expansion of the Volkswagen Group's customer support.

From Portugal, the teams began supporting different European markets, at first with a strong focus on the German market and later following the operation's expansion into other countries, including Spain, France and Italy.

Going international also brought new challenges and opportunities, from mastering different languages and the specifics of each market to adapting the service to the needs of different brands, customers and partners.

People at the centre of every contact

Behind every call, email or digital interaction there is a person looking for an answer or a solution. That is why the work of the Contact Center teams combines technical knowledge, communication skills and a customer-focused approach.

Beyond answering questions, the teams can help manage situations related to products and services, forward requests to the specialist areas and follow up on different types of cases, helping to make the customer experience simpler and more efficient.

Language diversity is also an essential part of this operation. Speaking German and other languages allows the teams in Portugal to support international markets directly, keeping the closeness and quality of communication that each interaction needs.

From a first project to a broader portfolio

Since its launch, the Contact Center has been widening the scope of its operations and services, following new needs within the Volkswagen Group.

The projects include support for Elli, the Group's electric mobility brand, where the teams provide support with charging solutions and help partners and dealers in different markets.

This development shows the Contact Center's ability to apply its knowledge and experience to different business areas, from customer support and assistance with electric mobility services to specialised operations for different brands and markets.

An international capability built in Portugal

Five years after the operation was launched, the Volkswagen Group Services Contact Center in Portugal is an important international capability, supporting Volkswagen Group operations in several European markets.

The combination of people, specialist knowledge, language skills and customer focus makes it possible to keep developing service solutions suited to the needs of each business – always with the aim of making every contact simpler, more efficient and more relevant.