
The number of employees has decreased by 60%, how will the 'Call Center' market change in Albania?
During 2025, the call center operator market is expected to expand with new company entries.
Lorenc Goga, an expert in the call center sector, predicts that new Italian call center companies will continue to come to the country, as a professional Italian-speaking workforce has been created.
"Despite the fact that the number of young people who speak and master the Italian language has decreased significantly compared to the high number of young people of the '90s generation who spoke Italian very well, a class of professional Italian language workers has been created in the country."
Given that call center service and the Italian language are an inseparable pair, finding these employees in Albania continues to attract Italian companies for investment.
So it is no longer the cheapest labor cost that attracts investment in the call center sector, but the competitiveness with the professional skills of the employees."
But the sector has been suffering from a shortage of labor for years, due to the emigration of young people. Lorenc Goga said that this problem will continue even in 2025, and for this reason it is necessary to increase company training to train employees in the Italian language.
In 2024, there were also large company exits to the market, such as the Italian call center service operator Facile.it.
Leaders of the country's main call center companies have previously predicted that the decline in the number of companies will continue if operators do not diversify their activity beyond the call center, in line with market developments.
Lorenc Goga, an expert in the sector, says that diversification would not solve the issue of labor shortage, while high taxes on employee income compared to the zero tax that freelancers have, make it impossible to transform the call center service with information technology.
In the call center sector, there has been a decline in the number of companies and employees from year to year. According to data from the General Directorate of Taxes (DPT), for the months of January-November 2023, 9,837 employees were employed in call centers.
Compared to the total in 2022, their number fell by 14%. Compared to 2015, which is considered the peak of the call center era (a total of 848 companies operated in the sector, the highest for the years 2011-2023 with 25,000 employees), the number of employees decreased by 60%.
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