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Published by xhorxh.xh, 2018-07-06 10:07:52

Katalog ABSA

BUSINESS PROCESS

OUTSOURCING IN ALBANIA





July 2018







































































Albanian Business Services Association
© Albanian Prime Minister’s Office, 2018

BPO in Albania, 1
WHY OUTSOURCE IN ALBANIA?






The potential of Albania as one of most preferred destinations for BPO services came into light in 2000 as a
developed market and regional power in the Balkan. Albania country has transformed into a major destina-
tion for BPO services with its urban culture, availability of resources, infrastructure and attractive Investment
Incentives. Availability of quality workforce is one of the key requirements for the growth of BPO. Albania,
with over 20 universities, generates graduates in most faculties including Engineering, Medical, Finance, IT,
Social and other sciences. This offers a large pool of foreign speaking graduates and skilled resources which
can be immediately absorbed by the flourishing BPO Albania industry.


• Cost of Operations Language skills are high, with a majority of gradu-
ates fluent in English and Italian, French or German,
Albania has a cost advantage, as it offers lower cost Spanish or Greek.
of labor, and the real estate prices are also modest Albania has more skilled workers than other coun-
when compared to other metro country in Balkan. As tries in the region, and a rising proportion of STEM
per CBRE (property consultant) estimates, office graduates.
rents in Skopje ranges from P20 €/m2 to P27 €/m2
compared to Tirana city where it is just from P11 • Favourable Business Environment
€/m2 to P20 €/m2. The firm also shows that the cost
of electricity is 11% higher and water 8% higher in Albania offers a positive macroeconomic environ-
Skopje, as compared to Tirana City. ment with one of the lowest inflation rates in the
region and a stable economy.
• Infrastructure Albania is the third least expensive country across 38
European countries by purchasing power parity.
Albania has an urban infrastructure with intercon- Albania is one of the fastest-growing economies in
nected transportation, a booming real estate market, Europe with a healthy growth rate of 3.84% in 2017.
educational infrastructure, medical institutions, and
above all a business catalyst culture. Albania also
fares well in education and quality of life.

• Available and Skilled Talent Pool
Broadband Transportation Business parks
Albania has a cost competitive and young workforce networks
and the education system on par with European
standards • Attractive Investment Incentives

Albania has a very liberal foreign trade policy and has
signed Double Taxation Treaties with more than 30
countries. Numerous free trade agreements (EU,
CEFTA, EFTA, Turkey and USA GSP Program) are
established to help businesses export.


Major Business Processes Outsourced to Albania Incentives Relevant to BPO Sector

Data entry and Call centers in Albania are among the • Exemption from Corporate Income Tax (up to 50%
top outsourced services in Albania. of the tax amount) for a period of 5 years. (Current
Some of the other major business processes being CIT rate is ~15%)
outsourced to Albania include:
• Custom duty & exemption from VAT for Albanian
• Call centers goods that enter Technical and Economic Develop-
• Voice Processes ment Areas (TEDA)
• Back office Automation
• Finance and Accounting • R&D costs are twice deductible for 10 years
• Graphic Designing
• Web Designing • Data Entry Services.

BPO in Albania, 2
HOW OUTSOURCING TO ALBANIA

CAN HELP YOUR BUSINESS?




The notion of outsourcing is increasingly changing and it no longer refers to the removal of businesses or
jobs from a country. On the contrary, today outsourcing is more about forming global partnerships and
exploring efficacious ways of completing crucial projects. While Rumania, Bulgaria and Ukraine have
garnered immense appreciation and acceptance in Europe for being top outsourcing destinations, gradually,
many new countries are emerging as providers of best-in-class resources and quality-focused solutions
while giving global organizations a lot of reasons for outsourcing. One of them is Albania.



Albania- An Evolving Destination for Outsourcing • Similar Time Zones

Owing to time-zone compatibility, cultural similari- One of the biggest advantages that firms offering
ties, and a tech-savvy demographic, Albania offers outsourcing through Albania is that we don’t have
high-quality development services to the companies different time zone. This significantly reduced time
outsourcing in the region. difference allows much lesser response times
Innumerable trends Albania have created an between the teams and highly synchronous com-
ever-growing pool of IT talent which can then be munication, enabling the resolution of issues
deployed by companies to achieve low-cost devel- quickly. Communication is one factor which tends to
opment services. suffer due to large differences in time zones and
outsourcing to Albanian Cities eradicates this issue
completely.
• Suitable Business Environment
• Abundance of Technical Talent
Most Albanian cities are developing state-of-the-art
IT and business hubs and are giving companies Most Albanian cities boast abundant tech talent as
worldwide a plethora of reasons to outsource their the number of qualified and experienced developers
services. The cities that are included in this list are is on the rise in such cities. Even when browsing
Tirana, Durrës, Shkodra, Elbasan, and Vlora. With through online freelancing websites for program-
favorable business policies and political stability, mers, one can find hundreds of high quality
these cities can be chosen as your next offshoring programmers from the cities subsuming Tirana,
option to gain further business benefits. Durrës, Vlora, Shkodra, Elbasan and many more. The
technical workforce in these cities is growing steadi-
• Cost-effectiveness ly & will continue to grow, and this is one of the most
prominent reasons for outsourcing to Albania.
Although many believe that while outsourcing
projects, cost should not be the only factor, nobody • Skills in foreign languages
would deny that it plays a pivotal role. Cost-effec-
tiveness is among the top aspects one considers Albanian cities have propensity to learn foreign
while deciding about their outsourcing partner and language, you can find people that speak perfectly
cities of Albania are quite cost-efficient when several languages. You don’t need to invest on
it comes to outsourcing development projects. The foreign language trainings.
hiring rates for quality developers and other similar
professionals are much lower than the Italy, Germa- • Fast Growing Outsourcing Market
ny, Greece, France, Spain, UK, Switzerland, a factor
which plays as a strong point for Albania. As the global marketplace for outsourcing services
is expanding, Albania is evolving more rapidly. With
cities like Tirana, Durrës and Shkodra taking the
lead, there are several other Albanian cities which
are gradually making their place in the offshoring
landscape.

BPO in Albania, 3
ALBANIA - THE TRUE NEARSHORE




The BPO sector in Albania has seen steady growth since
its inception and currently employs approximately
35,000 professionals and across more than 850 firms.
Tirana is the BPO hub of Albania, followed by Durrës,
Shkodër and Vlorë. Shkodër


Most Albanians working in the sector are under 35, with
excellent language skills and a wide range of academic
backgrounds.
Tiranë
The Global IT-BPO market has recorded steady growth
since 2012. IT forms a large part of outsourcing Durrës Elbasan
expenditure in Europe. European companies prefer
nearshoring, a destination like Albania, rather than
offshoring. Albania's BPO industry is in an emerging
stage and this is the right time to invest.


BPO services in Albania are used by renowned brands Vlorë
such as: Adidas, Vodafone, eBay, Sky, Apple, Barclays,
Groupon, Air France and Alitalia. Current client markets
are: the UK, France, Spain, Germany, Austria, Switzer-
land and Italy.






The total industry size is estimated
to be between $130m and $160m










Major BPO companies in Albania

BPO in Albania, 4
CUSTOMER INTERACTION SERVICES




Inbound Services:

Customer Support

• Inbound contact center: administer incoming
product support or information inquiries from
consumers
• Off-shore CRM (Customer Relationship Manage-
ment) solutions for international companies
• Client centricity: offering personalized support
adapted to the specificities and expectations of
your customers

• BPO companies offer the best level of quality by
training, attracting and retaining representatives

• Additional services in in order management,
billing, queries, reservations and booking, product
information and maintenance

Outbound Services: Marketing Services and
Research


• Monitor customer preferences and their satisfac-
tion through telemarketing, market research, polls,
retention and traffic building campaigns

• Updating lists, databases, surveys and providing
verification services

• Tele-selling of products over the phone to Italian,
German and English language speakers
• Companies primarily serve Italian makets, provid-
ing a cost advantage in the range of 40-45%.

BPO in Albania, 5
STATISTIC OF CALL CENTER SUBJECTS






Report on new registrations of CC subjects at certain time
periods




363




280

247




166





77 82
54
26
12 11 17
4 5 7
1992-2000 2003-2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 APR-18




Status
Unregistered
Deregistered Without
8% Liquidation
0%


Suspended
Other 21%
24%
Active
68%
Company in Liquidation
Process
3%


Active Deregistered Suspended Company in Liquidation Process
Unregistered Without Liquidation

BPO in Albania, 6
IT AND SOFTWARE OPERATIONS





Product Localization Human Resources and Software Development


• Strategy, selection, design, planning and manage- • ERP Technologies (SAP, SAP HANA, Microsoft AX)
ment of technological solutions
• Business Intelligence – Analytics (Oracle, QLIK,
• Roll out and upgrade services Microsoft)

• Translation of applications and systems • Enterprise Applications (design and implementa-
tion of application portfolios based on ERP solu-
• Quality assurance testing to ensure that the tions)
products or apps are free of any faults or mistakes
without compromised functionality
Web and Graphic Design
• Desktop Publishing (DTP) to maintain original
layout through the use of graphic software
programs • Mobile app development and design

• Web development and design of sites via different
IT Maintenance and Helpdesk web platforms
• Digital marketing services (SEO, SMM, PPC) to build
• Maintain IT Risk & Governance, business systems a strong online reputation for your business
confidence, project confidence, information security
and privacy • Creative design services to create a unique and
strong visual identity for your brand
• Helpdesk and system support for technology and
information management

• IT consulting consists of a well-established Univer-
sity network focused on computer science and
engineering and mathematics

• IT Helpdesk services used by several renowned
brands including Apple and eBay

BPO in Albania, 7
FINNANCE AND ACCOUNTING





Auditing Services Tax & Legal Services


• Perform financial audits and advisory projects • Tax due diligence, tax review and tax consulting
focusing on internal controls
• Tax compliance services for local and foreign
• Risk and financial management for many local and companies
international companies
• Corporate and personal income tax, value added
• Fraud protection, corporate governance and tax, tax litigation and procedures, transfer pricing,
sustainability reporting services international tax, tax restructuring and optimization,
excise tax, customs duties, international trade
• Audit or examination of group reporting packages, procedures, as well as other tax compliance and
interim audits, internal controls review. advisory services.
• Business Tax Services, Global Compliance and
Financial & Banking Law Services Reporting, Indirect Tax Services, International Tax
Services

• M&A advisory, business valuation and financial
modelling for national and international organiza- Transaction Services
tions

• Preparation of financial statements, financial or • Valuation and business modelling
group statements, and the analysis of internal
control systems. • Corporate development and divestiture advisory

• Compilation of financial statements in accordance • Transaction diligence, transaction tax, transaction
to IFRS or other recognized accounting standards analytics and transaction law

• Serve multinational companies in fields of com- • Operational transactions and strategy services
mercial law, banking and financing, consumer
protection and product safety, competition law,
employment law, IP law, personal data protection,
public procurement, environmental law and dispute
resolution.

BPO in Albania, 8
OUTSOURCE TO ALBANIA







CLASS - A OFFICE RENTAL (SQM / MONTH) CONTACT CENTER AGENT SALARY
+1 Multilingual population €15 € 33 € 28 € 19 € 31 € 27 Albania € 4,200 € 8,700
Poland
Romania
Bulgaria € 6,300
€ 6,853
Ukraine € 6,420
Albania Poland Romania Bulgaria Ukraine Czech Czech Republic € 10,200
Republic
Real Estate ~40% Salary ~50% lower
South Eastern Europe Cultural Affinity cheaper
Time Zone: CET (UTC+1)










Serves Approx. 32,000 State of the art
employees Telecom EU Mature laws Stable NATO
many
Candidate mirrored to EU Republic member
verticals
Ranks 8 th Globally in Minority Investor Protection
Multi channel SMAC ready
capabilities











Service 32% 25% 160,000 Annual
University
Orientation Surplus talent Supply
(15 24 age group) Enrollments

Advantage Albania- Summary

• Near-shore to many EU countries. Less than 2 hours flying time from large markets such as Italy, France,
Germany and Switzerland
• Cultural affinity with developed European markets, liberal society and a young multi-lingual population
• Liberal Visa regime, Member of NATO and official candidate for accession to the EU
• Suitable Infrastructure- Air, Land Transport, Tirana Business Park, High Internet Penetration and Fixed Line
Connectivity
• Competitive Labor and Operating Costs – average wage almost half of Italy, 3rd least expensive country in
Europe, economical office space & utility costs
• Politically stable, open economy and a liberal foreign trade policy
• Incentives for outsourcing industry – Special perks for local entrepreneurship and for employing women
and disabled persons; incentives for operations in tier 2 destinations
• Sustainable Talent Pool- High proportion of graduates in Business, Law, Humanities and STEM courses;
>30% Unemployment in age group 15-29 years

BPO in Albania, 9
MARKETING AND PROMOTION PROGRAM




There are certain elements that are vital for an effective Marketing Campaign
An effective Marketing and Promotion plan entails utilizing key communication
channels, employed independently or in conjunction with each other.
The associated figure illustrates the proposed Marketing and Promotion Mix for BPO Investment:









Albanian Social
Diaspora Media



Website
Key information Source
Global Gateway Promotional
Public Relations Events & Linkages
Media Coverage Events & Conference
Branding In/Outbound Events Media
MNC’s in Business Linkages Channels
Distinct
Sectors Industry Publications & ALBANIA Marketing Collaterals
Surveys BPO Brochures
AT Kearney GSLI ASSOCIATION FLyers
Global Services Leaflets
Economist, Financial Fact Sheet
Times Pitch Deck etc
Research Industry
Content
Industry Industry Research Roundtables
Forums Local Ecosystem Stakeholder-Enabler Interface Brand
Business-Govt. Coordination Ambassador/
Third Party Research
Local Leader


High Comm.
&
Embassies

BPO in Albania, 10
WE ARE READY TO ASSIST YOU!




Business Process Outsourcing is a strategic sector in Albania and a dedicated Ministry works on industry
development. There is also a dedicated Minister of State for the Protection of

Entrepreneurship and Investors.

Strategic investors are assisted by the Albanian Investment Development Agency throughout the imple-
mentation phase, including:

• Preparation of documents and administrative application with accelerated procedure by a dedicated
assisting agent

• Preferential priority treatment for preparing documentation, giving opinions or pursuing procedures for
the preparation and implementation of strategic investment

• Land consolidation and support with related infrastructure

• Making available state-owned buildings for the development and implementation of strategic invest-
ment projects.


In addition, Albania offers a business-friendly regulatory environment for investments.

• One stop-shop for company registration and business licensing

• Business licensing through a fast-transparent procedure, easily verifiable online, by the National Licens-
ing Centre for 100 ALL (< 1 Euro)

• An online system for tax filing and payments applied in the country
• The Albanian business legal framework is in compliance with the EU legislation.


























CONTACTS

Albanian Investment Development Agency

[email protected]
http://aida.gov.al/images/ckeditor/STRATEGIC%20INVESTMENT%20LAW%20eng.pdf


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