Business Process Outsourcing is named the most significant sector in the Albanian customer service industry. The reason behind this is the benefits that United Kingdom businesses achieve when they choose to outsource to Albania. Several factors influence their decision to select Albania. These factors include low cost, high quality, solid customer retention, and, last but not least, the ease of managing workers. In light of this phenomenon, why is Albania a top choice for the United Kingdom? Here’s what we found:
The Albanian government has identified customer services as a key sector for a long time now. Even though the customer service sector traces its roots back to the 90s, Business Process Outsourcing or BPOs started being a thing around the 2000s.
Since then the Albanian government has provided persistent support by allocating customer care services. In addition to this, policies related to the taxation system and the evolving infrastructure, and the creation of Business Process Outsourcing companies have been a huge boost for this industry.
Under the current regime, there have been even more benefits added to the list. As part of the government’s expansion plan, Business Process Outsourcing will be expanded to other cities besides Tirana and Durres, even in rural areas.
The geographical location of Albania is one of the main reasons why businesses choose it when it comes to Business Process Outsourcing. The 2-hour time difference between the UK and Albania gives the countries the advantage of being available and giving quick responses to clients’ questions or complaints in real time.
As a result, customer care shifts are much easier to plan and implement in Albanian Business Process Outsourcing.
Due to enabling factors, the BPO industry in Albania is flourishing. And because of these factors, the market has become quite competitive. Only the most talented companies can survive in this cutthroat industry. The fact that they aim to surpass clients’ expectations is the key reason why Albanian BPO companies continuously train their employees.
When talking about customer care services, the following aspects are the main focus of companies in the context of training:
Call Center Agent Training
What this training does is offer employees an insight into a call center setup and teach them how to deal with complicated situations, all while ensuring high-quality service. This training is also focused on language and cultural skills so employees can serve different demographic customers while maintaining multilingual strengths. This type of training also addresses teamwork skills and leadership.
Focusing mainly on aspects of customer care like sales communication skills, boosting customer loyalty, and verbal and written communication etiquette, this might be one of the most critical types of training. That is because, during this training, agents are trained on how to handle different interfaces and deal with all sorts of customers using different platforms such as texting, calls, video calls, e-mails, chatting, and social media.
Business-specific training allows agents the ability to quickly grasp a client’s product or service. This is highly relevant because it helps agents learn more about key performance indicators, the client’s industry, and their objectives for businesses. Hence, a wide array of skills is found within the Albanian Business Process Outsourcing industry.
In the customer care services sector, synchronized customer solutions are of high importance, and Albania has them. Albania is a customer-centric country and utilizes state-of-the-art technologies.
It has regular upgrades in communication skills and fiber optics which help infuse efficiency into the system.
As mentioned previously, omnichannel support in Albania is seen as the latest trend. This support helps create a bridge between customers and the support team using the platform of customers’ choice. Considering the diversity of Albania’s customer base, Albanian BPOs must ensure that they are equipped with the latest technological advances and use every available platform to satisfy their customers. Therefore, with advanced processes, means, and technology, Albanian BPOs are a highly developed industry and the first choice for United Kingdom businesses.
The financial aspects are probably the most compelling reason why United Kingdom businesses choose Albania as a Business Process Outsourcing destination. It is much cheaper to hire customer care staff in Albania than in other countries in the world. BPOs in Albania have quite economical and affordable prices, due to low salaries and the low taxation system. In Albania, BPOs are very open to offering flexible pricing options. According to the saying, you get what you pay for, but this does not mean that paying a lower price will get you a lower-quality service. Albania offers a high level of quality to every business due to the above-mentioned factors and the multilingual skills of its employees. Cost efficiency might be the key reason why United Kingdom businesses choose to outsource to Albania, but the high quality is what keeps them coming back for more.
Climbia BPO is one of the most reputable Business Process Outsourcing companies in Albania. They provide you with a complete suite of customer care services for your English business. Their team manages tasks easily and efficiently by using premium quality services and technologies at very economical prices. A team of experts and specialists in every field capable of using strategies that compete with international BPO companies. As a result, Climbia is no doubt a choice for many businesses in the United Kingdom. They aim to help clients save money, time, and effort toward achieving success, thanks to a multilingual and multi-skilled team.