Sagres Advisory Iberica: The "Sagres Method" Expands into Portugal with the First International Call

Lisbon marks the beginning of a new era for the Sagres Group

With the official management of the first international contact center call in Portugal, Sagres Advisory Iberica has done more than just activate a phone line; it has exported a consolidated philosophy across borders: the Sagres Method.

The operation, managed on behalf of a major multinational group with millions of customers worldwide, represents a strategic milestone. It confirms the company’s ability to scale its business model without ever losing sight of its pulse: the humanization of business.

A Safe Haven for the global market

In an increasingly globalized and often depersonalized market, Sagres positions itself as a true “safe haven” for companies operating on an international scale. The activation of the new Portuguese hub is not merely a geographical expansion, but a tangible demonstration that the #humanisingbusiness model is universal. It addresses a concrete need of global consumers: to be heard, understood, and valued as people, not just as case numbers.

The first call handled by the Lisbon contact center confirms the solidity of a process built over years of experience: the ability to transfer service quality, a relationship-driven culture, and excellent operational processes even within multicultural contexts.

The Sagres Method in Action: Empathy and Performance

In this new Portuguese project, the application of the Sagres Method is the key differentiator. Unlike competitors who rely exclusively on automation or cold predictive approaches, Sagres focuses on active listening and empathy.

The goal is not simply to close a file, but to transform every single contact into an opportunity to strengthen trust and ensure continuity in the relationship between the client and their end customer. This approach is built on three fundamental pillars:

• Integration of Credit Management and Customer Experience (CX): Credit management in Portugal follows the Italian guideline; it is not mere debt collection, but an educational activity aimed at preventing insolvency and protecting customer value.

• First Contact Resolution: Focusing on the quality of the conversation to reduce friction and increase satisfaction.

• Co-design: Working side-by-side with international partners to tailor bespoke solutions that reflect the brand's identity.

Managing “Pain” to create value

Even in this international challenge, Sagres applies the “PIG Strategy” (Pain Is Good). We are aware that friction points (so-called pain points) in the customer journey are inevitable, especially in complex sectors. However, through our method, these critical moments are managed strategically so they become opportunities to demonstrate brand reliability, transforming a potential problem into a lasting competitive advantage.

People: The true Brand Ambassadors

The images coming from the Lisbon contact center tell a story of integration and passion. The multinational team has been involved in intensive training sessions to internalize not only technical processes but, above all, the values of loyalty, transparency, and fairness that define Sagres.

The operators in Portugal act as true Brand Ambassadors. In a logic of total brand consistency, the end customer contacting the Iberian hub must perceive the same proximity and professionalism they would receive directly from the client’s headquarters. This is only possible by putting people at the center: technology, while present with advanced monitoring and data analysis tools, remains an enabler—never a substitute for the human factor in the front office.

Technological innovation supporting humanity

Despite the centrality of human relationships, the Portuguese operation is supported by a cutting-edge technological infrastructure. Thanks to our Control Room and the use of proprietary management software like Sagest, we are able to constantly monitor KPIs and performance in real time.

The use of Artificial Intelligence and Machine Learning in the back office allows us to analyze large volumes of data and optimize processes, leaving the Lisbon operators the necessary space to focus on what they do best: creating an authentic connection with the person on the other end.

Towards the future: “CX without change is just a hobby”

This international achievement is not a finish line, but a starting point. As our corporate philosophy maintains, measuring Customer Experience through open-ended questions and sentiment analysis serves to generate real strategic change.

With the opening of Sagres Advisory Iberica, we reaffirm our commitment to leading innovation in the Credit Management and Customer Care sectors, bringing the conviction to the rest of the world that, even in the digital age, empathy remains the only true engine of trust.