Last week saw reports of 200 layoffs at Teleperformance and 68 at Microsoft Portugal. In recent months, similar occurrences have been noted in more traditional industries, with social partners voicing concerns last month.
“Several countries in central Europe are experiencing very low growth levels, or are nearing a crisis, notably Germany. This will consequently lead to a decrease in sales,” stated João Cerejeira, an Economics professor at the University of Minho.
The economist identified two additional possible reasons: “these companies finding markets where they can deliver the same service at more affordable prices,” and “a technology component, specifically in the case of Teleperformance, related to customer support and services associated with phone calls,” highlighting that “many of these are beginning to be replaced by technology related to artificial intelligence.”
Pedro Martins, a professor at Nova School of Business and Economics and former Secretary of State, emphasized the specific context of ‘call centers’ where the growth of artificial intelligence could be notably impactful.
“Several studies indicate that ‘call centers’ can greatly benefit from a wider utilization of artificial intelligence, not only in complementary terms, by enhancing the productivity of currently employed workers, but increasingly in a substitution logic,” he stated, suggesting that “the profession of call center operator is bound to undergo significant changes in the coming years, and some of these changes may already be occurring.”
Both economists remain optimistic about the Portuguese labor market situation.
According to João Cerejeira, there are still no signs of an imminent increase in unemployment, highlighting the country’s balanced position externally, with unemployment at “historically low levels.”
However, he acknowledged possible sectoral concerns, particularly in more traditional sectors like textiles, footwear, or industry.
He emphasized the crucial question of whether laid-off workers have alternative employment options and if there are policy measures, particularly in professional training, to facilitate their transition to other areas.
Pedro Martins noted, “We still have a scenario where workers have alternatives, companies face hiring difficulties, and wages continue to rise,” describing the overall outlook as “positive.”
The economist warned of “a challenge at the level of public policies,” advocating for “better quality professional training programs to support more effectively” those who lose their jobs and seek retraining.
“Portugal has faced the challenge of modernizing its employment policies and specifically its professional training policy for many years,” he pointed out.
Pedro Martins stressed the need for ongoing efforts so that, during such situations, support is more consequential and can truly aid people in returning swiftly to employment, with qualifications better aligned with labor market needs.
