The BPO sector in Albania has shown steady growth and currently employs around 35,000 professionals in more than 400 firms. Tirana is the epicenter of BPO in Albania, followed by Durrës, Shkodra and Vlora.
Qualitative workforce is one of the main conditions for BPO development. The vast majority of Albanians employed in this sector are under 35 years old, with excellent language skills and a variety of academic backgrounds. Other advantages are related to the availability of infrastructure, quality and costs of working facilities, high penetration of the Internet and Fixed Line Connection but also related to market access, very liberal trade policies and Double Taxation Agreements with 41 countries. Also, many free trade agreements (EU, CEFTA, EFTA, Turkey and USA GSP Program) have been signed with the aim of facilitating business exports.
According to AIDA, BPO services in Albania are used by brands such as: Adidas, Vodafone, eBay, Sky, Apple, Barclays, Groupon, Air France and Alitalia. Current customer markets are: United Kingdom, France, Spain, Germany, Austria, Switzerland and Italy.
The total value of the industry is estimated at approximately $ 130m and $ 160m.