SURVEY RESULTS
READINESS OF LABOUR MARKET IN RELATION TO THE
INVESTMENT POTENTIAL IN ALBANIA
IN BUSINESS PROCESSING OUTSOURCING (BPO)
SECRETARIAT OF INVESTMENT COUNCIL
FEBRUARY 2017
17/03/2017 1
CONTENT
I. PROFILE OF THE SURVEY
II. FINDINGS ON LABOR FORCE
III. FINDINGS ON SECTOR DEVELOPMENT
17/03/2017 2
I. PROFILE OF THE SURVEY
Online and direct interviews
Opened and closed questions
17 – Respondents (BPO companies)
10 – Companies of Albanian ownership
14 Companies in Tirana, 3 in Shkodra
9,800 - total number of employees
17/03/2017 3
I. Nature of Activities of RespondentsBPO Companies
Main services provided Sectors outsourcing Country where service provided
Telemarketing
Data entry
Market Surveys
Translations
Customers Service
Accounting
IT programming
HR Consulting
Telecommunication
Energy
Informatics
Media
Financial
Transport
Italy
Germany
UK
USA
17/03/2017 4
5
II. Work Categories most appraised by the employers as per below criteria:
28%25%
16%19%
22%
31%
22%
Quality 28%25%
16%
22%25% 25%
19%
Availability
28%25%
16%
22%25%
34%
16%
Accounting Client Service Sales/Marketing Management Technologysupport/dvp
IT/ software Data entry
Productivity
II. Evaluation by employers on readiness of employees to acquire new skills
6
The absolute majority of responding employers evaluate their employees eager to acquire new skills.
7
II. Main problems encountered toward working force in the mentioned positions
The main concerns mentioned are: the adaptability of the working force to the specific skills required for a profession, lack of experiences and practical learning during education.
II. Do you foresee to recruit new staff in the 12 coming months?
8
Most of BPO respondent companies foresee an increase of their activity and also an increase of the number of personnel.
II. Is it difficult to recruit new staff?
9
Companies face difficulties in hiring new staff. The most common ways to recruit are internet advertising, liaising with universities or through career offices for certain degrees as economists and IT.
II. On upgrading Human Capacities from Companies
• 88% of respondents confirm the establishment of a training unit within their companies.
• 12% of respondents have refused to answer
Dedicated budget for trainings
10
Internal Training Structure
73% of BPO companies responding have a dedicated budget line for training in their financial accounts.
17/03/2017 11
II. Have you applied to the Government Employment Programmes?
80% of BPO companies in the survey declare not to have applied to the employment programmes provided by Albanian Government.
12
III. Do you plan to introduce in the next 12 months any of the following?
BPO companies foresee to grow in the next year, but mainly through expanding existing services and less in diversification of new services.
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III. Estimation on the most influencing factors in the increase of BPO activities
Legal framework of the sector, fiscal burden and informality remain the most risking factors that impact the growth of BPO activities in the country.
III. Countries in the Western Balkans Competitive in the BPO services
The main competition is faced mainly in the IT services from:
Macedonia
Serbia
Kosovo
17/03/2017 14
III. Suggestions from BPO companies for sector support
17/03/2017 15
1. Collaboration with universities for practical courses projects.
2. Update of university curricula. Schools should focus on analytical skills, computer and foreign language.
3. Support from the state to cover social insurance costs for the first 6-months of employment for compliant companies.
4. The training expenses to be known as expenditures or covered by the state.
5. For part – time work, the social insurance to be paid as per actual wage not minimum wage.
6. AIDA to put more efforts to promote the BPO sector opportunities in Albania.
7. To provide incentives for companies who recruit new graduated students or offer internships.
8. Fight against informal activities in the sector.
