Albania: BPO Industry Profile

Albania's strengths lie in its capable young workforce that are challenged by lack of scalability and targeted export promotion Strengths Multilingual capabilities & young population Stable & one of the fastest growing Europe economies 3rd Least expensive across 38 European Countries Investor Friendly-ranked 8th globally in "Minority Investor Protection" One of the most easily accessible countries in the European region as per visa and work permit rules Among the most economical near shore BPO destinations Weaknesses Lack of talent pool scalability BPO sector is largely fragmented and comprises of small enterprises Lack of BPO sector specific support Lack of unified outreach to the buyer and the investor community globally High call tariffs as compared to other destinations Utilities including broadband are comparatively less affordable U 12 Albania can be a "partner" nearshoring. destination for more matured locations Given its multilingual capabilities, it can focus on exporting BPO voice and non-voice services to other countries such as Germany, France and UK To take advantage of the present finance and accounting talent, the service providers can focus on exporting more transactional processes such as F&A The country also has budding export capability in digital processes such as block-chain technologies Opportunities Albanian ΒΡΟ Industry export is largely dependent on telemarketing and contact support for Italy Italy has also introduced a legislation that allows customers to choose the country of call's origin which might deter some of the customers to choose Albanian call centers Since Albania is not yet a member of EU, importing services from Albania may be a concern for some clients Challenges AVASANT

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