The new structure will act as a first line in general information, which will filter the calls by outsourcing, and a second line with specialised information.
The second line will be able to respond to users’ questions and will have greater autonomy to resolve situations as it will be made up of social security employees.
The previous contact centre opened in Castelo Branco in 2008 with 90 posts and only worked in outsourcing.
It was shut down in June 2012 and a new telephone project started with the institute’s own staff to save money.