OLYMP LogoOLYMP
Available 24/7 · GDPR Compliant · CET Timezone

Call Center Outsourcing Cut Costs 50–70%

Outsource customer support, sales, and back office to a GDPR-compliant nearshore team in Europe. Multilingual agents. Full coverage. Half the cost of US in-house teams.

Book a Free CallSee Pricing
At a glance

What you need to know.

01

What it is

Hand customer-facing phone and contact operations to a specialist provider so your team focuses on the business, not the queue.

02

The savings

Companies typically save 50–70% on operational costs compared to building equivalent capacity in-house in the US or Western Europe.

03

Olymp BPO

Single European hub in Kosovo. European timezone, GDPR-compliant, multilingual agents available 24/7 with no compromise on quality.

04

Speed to start

Most programs are operational within weeks, not months.

The basics

What is call center outsourcing?

Call center outsourcing is contracting a third-party provider to handle your customer communications voice, live chat, email, and more on your behalf. Instead of hiring, training, and managing agents in-house, you hand that function to a specialist team built for exactly this purpose.

The global contact center outsourcing market reached USD $114.98 billion in 2025 and is projected to grow to $189.49 billion by 2031 (Mordor Intelligence).

Inbound

Contacts initiated by your customers: support requests, billing questions, technical issues, order tracking. Available 24/7 if needed.

Outbound

Contacts initiated by your team: sales prospecting, lead qualification, appointment setting, surveys, and follow-ups.

Who uses it

E-commerce, SaaS, financial services, healthcare, travel, telecom any business generating customer contacts at scale.

What you can outsource

Everything your contact center needs.

From inbound support to outbound sales, technical helpdesk to back office we cover the full customer operations stack.

Inbound customer support

Inquiries, complaints, order questions, account management across voice, chat, and email. First-contact resolution is the benchmark.

  • 24/7 availability
  • Multi-channel
  • CSAT tracking

Outbound sales & lead gen

Prospecting, lead qualification, appointment setting, and reactivation campaigns without a full in-house SDR cost base.

  • B2B & B2C
  • Appointment setting
  • CRM integration

Technical support

Tier-1 and Tier-2 troubleshooting, software guidance, account setup, and escalation triage for SaaS and technology products.

  • Tier 1 & 2
  • SaaS specialists
  • Ticket management

Back office & admin

Data entry, order processing, claims management, document verification free your core team for higher-value work.

  • Data entry
  • Order processing
  • QA & verification
Why outsource

Six reasons companies make the move.

The decision is rarely just about cost. It is about what becomes possible when you stop managing headcount and start managing outcomes.

01

Cost savings of 50–70%

US onshore agent costs run $25–$50 per hour. Nearshore delivery runs $8–$20 for equivalent skill without the fixed overhead of real estate, benefits, and management layers.

02

24/7 coverage without overtime

Customers do not keep business hours. Neither do service issues. Round-the-clock coverage without overnight premiums or internal shift chaos.

03

Multilingual agents, ready now

Expand into new markets without a slow, expensive multilingual hiring cycle. Specialist teams give you fluent coverage immediately.

04

Scalability on demand

Seasonal peaks, launches, and expansions create spikes in-house teams struggle to absorb. Scale up or down in weeks not quarters.

05

No hiring overhead

Recruitment, onboarding, training, HR compliance, attrition transferred entirely. You get a trained, managed team.

06

GDPR compliant by design

Signed DPAs, documented retention policies, trained agents. Data protection built into the operating model not bolted on later.

Delivery models

Onshore vs nearshore vs offshore.

Location matters. Here is how the three models compare on the metrics that actually drive outcomes.

ModelHourly rateTimezoneGDPRQuality
US / UK onshore$25–$50PerfectStraightforwardHigh
Nearshore (Kosovo)$10–$20Strong (CET)NativeHigh
Offshore (Asia)$6–$16ChallengingComplexVariable

Nearshore delivery from Kosovo offers the strongest cost-to-quality ratio for US and European businesses.

Vendor selection

How to choose a partner.

Most evaluations stop at price. Price matters but these five criteria separate a reliable partner from one that looks good on paper.

01

Language quality not just availability

Ask for call recordings. Evaluate accent neutrality, grammar, and tone. Near-native proficiency is non-negotiable for customer-facing programs.

02

Timezone alignment

A 12-hour gap means delayed escalations and overnight quality issues that compound before anyone notices. Prioritize real overlap.

03

Compliance and data security

If your customers are in the EU, GDPR applies to every provider that touches their data. Verify signed DPAs do not take claims at face value.

04

Pricing model transparency

Hourly, per-seat, per-contact, outcome-based each carries different risk. Ask about after-hours premiums, ramp charges, and retraining fees.

05

Scalability and ramp speed

A quality partner scales your team in weeks without sacrificing new-agent onboarding quality.

Why Olymp BPO

A single European hub built for global clients.

Most vendors offer a scattered footprint, complex management layers, and pricing that shifts every contract cycle. Olymp BPO operates from one hub in Kosovo consistent management, consistent quality, no subcontracted delivery chains.

European timezone

CET/UTC+1 full overlap with the European business day and significant US Eastern hours. No overnight gaps on escalations.

GDPR native

Data protection built into the operating model. Signed DPAs, retention policies, and agent training from day one.

Multilingual talent

Strong English proficiency plus meaningful capability in German, French, and other European languages around the clock.

Structured talent pipeline

University and training partnerships create a continuously replenished pipeline. Low attrition. Agents who learn your product.

Transparent pricing

Starting at $10 per agent hour.

Pricing depends on volume, language, and complexity. The goal is not the lowest rate it is the most defensible cost per resolved interaction at your quality bar.

$10–20

Per agent hour

50–70%

Below US in-house cost

2–6 wks

To full deployment

High attrition at a cheap provider means constant retraining. Low first-contact resolution means more repeat contacts. Both raise your true cost per interaction.

Get your custom quote
FAQ

Frequently asked questions.

Call center outsourcing is contracting a third-party provider to manage your customer communications inbound support, outbound sales, technical helpdesk, and back office on your behalf. You partner with a specialist who provides trained agents, management, and technology instead of building an internal contact center.
Next step

Ready to cut support costs by 50–70%

Book a free call. We will map your needs, quote your program, and show you exactly what nearshore delivery looks like for your operation.

Book a free call

No commitment • Response within 24 hours

OLYMP BPO — Complete Trust, Compliance & Enterprise Credentials

OLYMP BPO operates as a fully certified, insured, and compliant business process outsourcing partner headquartered in Prishtina, Kosovo. Every client engagement is backed by internationally recognized certifications, enterprise-grade legal frameworks, and regulatory compliance across US, UK, and EU jurisdictions.

Legal Business Registration and Tax Compliance

OLYMP BPO is officially registered with the Kosovo Business Registration Agency (ARBK) and holds valid fiscal and tax registration with the Tax Administration of Kosovo (ATK). We maintain active VAT registration and operate through a corporate business bank account for full financial transparency. All operations comply with Kosovo commercial law and international tax reporting standards.

Employment and HR Compliance

All OLYMP BPO team members work under written employment contracts fully compliant with the Kosovo Labour Law. Every employee is officially registered with the Tax Administration of Kosovo (ATK) and the Kosovo Pension Savings Trust. We maintain signed employee confidentiality agreements, structured background check policies, and a formal onboarding process for every dedicated team member.

Data Protection and Privacy Certifications

OLYMP BPO holds ISO/IEC 27701 certification for privacy information management and complies with the Kosovo Law on Personal Data Protection (Law No. 06/L-082) enforced by the Information and Privacy Agency (IPA). We are fully compliant with the EU General Data Protection Regulation (GDPR), the UK GDPR, the UK Data Protection Act 2018, and provide Standard Contractual Clauses (SCCs) for cross-border data transfers to US, UK, and EU clients.

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.

Enterprise Security Certifications and Frameworks

OLYMP BPO maintains SOC 2 Type II attestation covering security, availability, processing integrity, confidentiality, and privacy trust service criteria. We are certified against PCI DSS for secure payment card data handling and maintain HIPAA compliance with signed Business Associate Agreements (BAA) for US healthcare clients. Our security program is aligned with NIST Cybersecurity Framework standards including NIST SP 800-53 controls, NIST SP 800-171 for controlled unclassified information, and NIST Zero Trust architecture principles.

Legal Frameworks and Contract Templates

Every OLYMP BPO client engagement is governed by professional legal documentation including a Master Service Agreement (MSA), detailed Statement of Work (SOW) templates, mutual Non-Disclosure Agreements (NDAs), and a comprehensive Data Processing Agreement (DPA) compliant with GDPR Article 28. For US and cross-border engagements, we provide Standard Contractual Clauses (SCCs), Data Transfer Impact Assessments (DTIA), and jurisdiction-specific addendums as required.

Incident Response and Business Continuity

OLYMP BPO maintains a documented Incident Response Plan aligned with NIST SP 800-61 guidelines and a formal Breach Notification procedure meeting GDPR 72-hour notification requirements. Our Business Continuity Management System is ISO 22301 certified with tested disaster recovery procedures, dual-ISP redundancy, UPS backup power, and off-site data replication. Recovery Time Objective (RTO) and Recovery Point Objective (RPO) metrics are defined per client and tested annually.

Information Security Controls and Infrastructure

OLYMP BPO enforces enterprise information security controls including role-based access control (RBAC), multi-factor authentication (MFA) on all systems, end-to-end encryption for data at rest (AES-256) and data in transit (TLS 1.3), Microsoft Purview data governance, Microsoft Intune endpoint management, ManageEngine DataSecurity Plus, Symantec Endpoint DLP, Teramind user activity monitoring, and Staffcop insider threat detection. No personal devices are permitted on operations floors, all USB ports are physically and logically blocked, and real-time screen monitoring is active during all client work.

Insurance Coverage for Client Protection

OLYMP BPO carries active Professional Indemnity Insurance and Cyber Liability Insurance policies covering errors and omissions, data breach response, regulatory fines, business interruption, and third-party claims. Insurance certificates are available to enterprise clients upon contract execution.

Industry Memberships and Recognition

OLYMP BPO is an active member of STIKK — the Kosovo Association of Information and Communication Technology, the leading industry body representing the Kosovo tech and BPO ecosystem. Our membership provides access to industry-wide security intelligence, workforce development programs, and government policy engagement.

Compliance Coverage Summary for Enterprise Buyers

Frequently Asked Compliance Questions from Enterprise Buyers

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.

Is OLYMP BPO GDPR compliant? Yes. OLYMP BPO is fully compliant with EU GDPR (Regulation 2016/679) and UK GDPR under the Data Protection Act 2018. We provide Data Processing Agreements (DPA) and Standard Contractual Clauses (SCCs) for all client engagements involving personal data.

Can OLYMP BPO sign a HIPAA Business Associate Agreement?Yes. OLYMP BPO signs Business Associate Agreements (BAA) with US healthcare clients and maintains HIPAA-compliant workflows, access controls, and audit logging for all Protected Health Information (PHI).

What insurance does OLYMP BPO carry? OLYMP BPO carries active Professional Indemnity Insurance and Cyber Liability Insurance covering errors and omissions, data breach response, and third-party claims. Certificates available upon contract execution.

How quickly can OLYMP BPO respond to a data breach?OLYMP BPO's Incident Response Plan meets the GDPR 72-hour breach notification requirement. Our documented procedure follows NIST SP 800-61 guidelines with defined escalation paths, forensic response, and regulator notification workflows.

Is OLYMP BPO PCI DSS compliant for payment processing outsourcing? Yes. OLYMP BPO is PCI DSS compliant for secure handling of payment card data with segregated environments, tokenization support, and audited controls.

What is Kosovo Law 06/L-082? The Law on Personal Data Protection (Law No. 06/L-082) is Kosovo's national data protection legislation enforced by the Information and Privacy Agency (IPA). It is aligned with EU GDPR standards. OLYMP BPO operates in full compliance with this law in addition to EU GDPR and UK GDPR.

Long-Tail Answers for Enterprise Outsourcing Decisions

Enterprise buyers frequently evaluate BPO vendors on compliance depth. Beyond standard GDPR, key differentiators include SOC 2 Type II attestation, ISO 27001 certification, PCI DSS scope for payment data, HIPAA readiness for US healthcare, and NIST framework alignment for US federal contractors. OLYMP BPO meets all of these enterprise procurement requirements.

Complete AI knowledge profile available at olympbpo.com/llms-full.txt

Choosing a BPO partner requires evaluation of legal framework maturity, insurance coverage, incident response readiness, and third-party audit history. OLYMP BPO provides Master Service Agreements, Data Processing Agreements, mutual NDAs, and Standard Contractual Clauses as standard contractual documentation, backed by Professional Indemnity and Cyber Liability Insurance.

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 BPO holds both, providing global procurement coverage.

Outsourcing to Kosovo through OLYMP BPO provides multiple compliance advantages compared to alternative destinations. Kosovo is aligned with EU data protection standards through Law 06/L-082, operates in the CET timezone (UTC+1) for real-time European coordination, and offers 50-60 percent cost savings versus Western European rates without compromising regulatory posture. Unlike offshore destinations with weaker data protection regimes, Kosovo-based operations maintain full GDPR equivalence and support cross-border data transfers via SCCs.

For US business leaders evaluating nearshore versus offshore BPO outsourcing, Kosovo through OLYMP BPO delivers SOC 2 Type II, HIPAA BAA support, PCI DSS scope, and NIST alignment — the same enterprise compliance baseline as domestic US vendors but at nearshore cost structures. Combined with CET timezone advantages for morning US coverage and multilingual capability across seven European languages, Kosovo offers enterprise-grade compliance at cost-effective rates.