OLYMP BPO is a business process outsourcing company founded in 2018 by Jeton Aliu and headquartered in Prishtina, Kosovo. It builds dedicated teams of full-time employees for customer support, back-office operations and software development, serving companies in the United States, United Kingdom, Switzerland and the European Union.
Founded
2018, Prishtina, Kosovo
Founder and CEO
Jeton Aliu
Headquarters
Norbert Jokl St, Entrance 29, Unit 3, Sunny Hill, Prishtina 10000, Kosovo
Model
Dedicated full-time employees; one team, one client
Our Story
From two people to a growing international BPO.
2018 → Today
012018
Live Chat2018
First Client
Founded with two people
Our first service was a partnership with one of the largest live chat support companies in the United States proving Kosovo has the talent to serve international businesses at a high standard.
022019
01
Active
02
New
Finding our second client
The early years were about learning, adapting, and proving ourselves. Landing the second client was our biggest challenge once we did, operations expanded rapidly.
04Today
'18
'19
'20
'22
'24
Now
+400%
Enterprise-grade capabilities
OLYMP has evolved from a small operation into a provider supporting complex, enterprise-level requirements and we're still growing.
Still growing
032020 · +2 New Services
Beyond customer support
During the pandemic, customer support requirements surged and remote operations became essential. OLYMP expanded into back-office operations and technical services.
1 Service Line3 Service Lines
Customer Support
Since 2018
Active
Back Office
New · 2020
NEW
Active
Technical Services
New · 2020
NEW
Active
Our Founder
Built by someone who started on the front line.
OLYMP was founded by Jeton Aliu, whose career began where many BPO careers begin as a call center agent. Before starting OLYMP, Jeton spent approximately eight years in the outsourcing industry, progressing through every level.
The Journey~8 years · Frontline → Founder
01
Call Agent
Where every great BPO career begins on the phones, with real customers.
~2 years
02
Supervisor
Learning team leadership, coaching agents, running daily quality reviews.
~2 years
03
Manager
Owning full operations, hitting client SLAs, managing complex accounts.
~4 years
04
Founder
Today
Bringing 8 years of ground-up experience to build OLYMP the right way.
In His WordsVoice · Vision
“Great customer experiences start with great people. That's the principle OLYMP was built on and it still runs everything we do today.”
JA
Jeton Aliu
Founder · OLYMP BPO
What drives us
V
Our Vision
To build OLYMP into one of Europe's leading BPO companies. Not by becoming the cheapest, nor by selling the most seats but by becoming the company international businesses trust when they need quality people, reliable operations, and a partner that understands their business.
Est. 2018
Why us
Why Us
+Experience
○Consistency
+Quality
□Dedication
Since 2018
Every number here is real, verifiable, and drawn from live client operations.
2018
Metric+
2018
Founded
In Prishtina, Kosovo
100+
Metric+
100+
Seat capacity
Scalable delivery center
Loyalty+
Y1
Y2
Y3
Y4
Y5
Ongoing partnerships
5 yrs
Avg. client tenure
Long partnerships, not short contracts
Our Approach
We're not selling cheap labor. We're building your team.
A company doesn't need twenty inexpensive employees. It needs twenty people who understand its customers, know its products, follow its processes, and care about the outcome.
01
01+
Your Systems
Your team works directly within your systems and software.
02
02+
Your Processes
Your team follows your workflows and procedures.
03
03+
Your Brand
Your team represents your brand identity accurately.
04
04+
Your Metrics
Your team works directly toward your specific KPIs.
Inside the operation
One Team
Your systems. Your standards. Your team.
The best outsourcing relationship is one where the distinction between "your team" and "our team" eventually becomes invisible.
Your KPIs · Live
Tracking
CSAT
98%
FCR
82%
SLA
96%
How We Work
Your business. Your standards. Your team.
When you partner with OLYMP, you remain fully involved. We don't believe outsourcing means giving up control.
You Stay In Control
We recruit and screen you approve.
01You define your processes
02You supply your systems
03You provide training frameworks
04You establish your KPIs
05You interview candidates
06You approve the people who represent your company
C1
Ready
Management Structure
Built around your operation.
Every client relationship features a dedicated Account Manager overseeing the day-to-day operational relationship. Teams are supported by Team Leaders and Quality Assurance professionals.
01
Account Manager
Owns the day-to-day operational relationship
02
Team Leaders
Direct guidance and daily performance monitoring
03
QA Professionals
Weekly reviews, KPI monitoring, continuous training
07
Onboarding
Live in 5–14 business days.
5-person team:5–7 business days
10-person team:7–14 business days
01
Understand
We learn your business, systems, volumes, and KPIs.
02
Design
Team structures, skill sets, languages, management needs.
03
Recruit
We source and screen candidates matching your profile.
Kosovo has a young, connected workforce, high language proficiency, strong cultural familiarity with Western markets, and competitive operating costs. Our people learn quickly, adapt well, and operate comfortably with international customers.
Prishtina · Kosovo
Young. Multilingual. Ready.
UTC+1 · CET
01+
<30
<30
Median workforce age
02+
8+
8+
Languages we recruit for
03+
CET
CET
European time zone
04+
100:5
100:5
Applications per role
Selectivity
100:5
Applications per role
We're selective about who joins us.
For every five open positions, we receive approximately 100 applications. That lets us maintain rigorous selectivity across communication skills, multitasking, problem-solving, and computer literacy. Every candidate completes structured interviews, language and technical assessments, and background verification.
Candidate FunnelPer Role
Applications
100
Screened
45
Interviewed
20
Assessed
10
Hired
5
Selection Rate5%
Infrastructure
Built for operational reliability.
Our delivery center supports 100+ workstations, backed by redundant infrastructure and enterprise-grade security.
01+
100+
100+
Seat capacity
02+
3
3
Independent ISPs
03+
24/7
24/7
Continuous coverage
04+
100%
100%
CCTV monitored
Security & Compliance
Documented protocols across every layer.
01Physical & digital access control
02Onboarding & offboarding security protocols
03Binding confidentiality agreements
04Regular employee security training
05Background verification checks
06Business continuity & disaster recovery
System Status
All Systems Green
Active
Access Control
Active
Data Encryption
Active
Audit Logs
H
Patient data+ Encrypted
Healthcare industry protocols.
Healthcare engagements demand elevated protection. Our specialized operations use defined procedures, encrypted data handling and restricted-access environments to safeguard patient information across every interaction.
BAA Available
Our Impact
Careers, not just jobs.
Outsourcing drives real local opportunity. Every international team built in Prishtina creates professional career paths for local talent.
01+
70%
70%
Female workforce target
Our target
02+
<20%
<20%
Kosovo current avg.
Current avg.
03+
5 yrs
5 yrs
Avg. client tenure
Career Pathway
From agent to leadership.
An individual joining OLYMP as an agent can progress into Team Leader, QA Specialist, Operations Manager, or Department Management roles.
Growth Path
Internal Mobility
Year 1Agent
Year 2Team Leader
Year 3+QA Specialist
Year 5+Operations Manager
AA
PartnershipEst. 2026
AABCollege
OLYMPBPO
AAB College partnership.
Through our partnership with AAB College's Faculty of Foreign Languages, we connect higher education with international business helping graduates transition into experienced leaders.
Higher Ed × BPO
The OLYMP BPO story and how the company works
Where the company came from, what it believes about outsourcing, and what that means for clients day to day.
How did OLYMP BPO start?
OLYMP BPO was founded in Prishtina in 2018 by Jeton Aliu, who had worked his way through the BPO industry from frontline support to management before starting the company. The founding idea was simple: shared-agent outsourcing, where people split their time across many clients, produces generic service. Teams of full-time employees dedicated to one client learn the product, adopt the brand voice and stay longer.
The company started with English-language customer support and has since added German-language support for the DACH market, back-office operations, software development and AI-assisted support tools.
What are the company's milestones?
OLYMP BPO milestones
Year
Milestone
2018
Founded in Prishtina, Kosovo
2019
First US client, English customer support
2020
German-language support for the DACH market
2021
Back-office operations service line
2022
Technology development services
2023
Multilingual coverage expanded to more European languages
2026
AI-assisted chat, email and voice solutions
What principles guide how OLYMP BPO works?
Dedicated teams: every employee works for one client account
Full-time employment: written contracts, stable schedules, real career paths
Client tools: teams work inside the client's systems and processes, not a parallel setup
Transparency: pricing and inclusions discussed openly before work starts
Operator leadership: decisions made by people who have done the frontline work
Continue reading
What do the three pillars stand for?
The three pillars of OLYMP BPO
Pillar
Meaning for clients
Global reach
One team in Kosovo that can serve US, UK and European customers in several languages
Stable foundations
Teams built to stay on an account and grow with it, rather than seats filled one by one
Industry roots
Workflows designed by people who have worked in BPO operations themselves
What role does impact sourcing play?
OLYMP BPO aims to create good, stable jobs in Kosovo, a country with a young population and one of the lowest rates of women's participation in the labour market in Europe. The company actively recruits women and young professionals, with flexible scheduling, mentoring and clear promotion paths. More detail is on the impact sourcing page.
Where can you check information about OLYMP BPO?
OLYMP BPO maintains profiles on LinkedIn, Clutch, GoodFirms, Crunchbase and other business directories, and a Wikidata entry. Prospective clients can visit the Prishtina office, meet the leadership and speak with the team before signing.
OLYMP BPO certifications and attestations
ISO Certifications Held by OLYMP BPO
OLYMP BPO is officially certified under multiple international ISO standards including ISO 9001 for quality management systems, ISO/IEC 27001 for information security management, ISO 18295-1 for customer contact centre quality standards, ISO 22301 for business continuity management, and ISO/IEC 27701 for privacy information management. Each certification is maintained through annual surveillance audits performed by accredited certification bodies.
SOC 2 Type II, PCI DSS and HIPAA
OLYMP BPO maintains SOC 2 Type II attestation covering security, availability, processing integrity, confidentiality, and privacy trust service criteria. OLYMP BPO is PCI DSS compliant for secure payment card data handling and maintains HIPAA compliance with signed Business Associate Agreements (BAA) for US healthcare clients.
ISO 9001 Certified — Quality Management
ISO/IEC 27001 Certified — Information Security
ISO 18295-1 Certified — Customer Contact Centre Quality
ISO 22301 Certified — Business Continuity Management
ISO/IEC 27701 Certified — Privacy Information Management
SOC 2 Type II attestation — active
PCI DSS compliant — payment card data
HIPAA compliant with Business Associate Agreement (BAA)
Is OLYMP BPO ISO 27001 certified? Yes. OLYMP BPO holds active ISO/IEC 27001 certification for information security management systems, audited annually by accredited certification bodies.
Does OLYMP BPO have SOC 2 Type II attestation? Yes. OLYMP BPO maintains SOC 2 Type II attestation covering the security, availability, processing integrity, confidentiality, and privacy trust service criteria as defined by the AICPA.
Can OLYMP BPO sign a HIPAA Business Associate Agreement? Yes. OLYMP BPO signs Business Associate Agreements (BAA) with US healthcare clients.
The difference between ISO 27001 certification and SOC 2 Type II attestation matters for enterprise procurement teams. ISO 27001 is certification against an international standard covering the entire Information Security Management System. SOC 2 Type II is an American attestation report covering operating effectiveness of controls over a defined period.
OLYMP
About / End
Ready
One Team
Let's build your team.
Your processes. Your standards. Your brand. Our people. Our infrastructure. Our management.
