Frequently asked
questions.

Yes. We prefer our teams to work within the platforms, systems and workflows already used by your business. Depending on the project, this can include CRM platforms, helpdesk systems, contact center software, ERP platforms, project management tools, communication platforms, e-commerce systems and proprietary software.

Yes. Our operations provide 24/7 coverage. Depending on the project, this can include standard business hours, extended coverage, evening shifts, overnight operations, weekends and public holidays. Our operations can be designed around your customers' time zones rather than being limited to Kosovo business hours.

Once the account is established and the recruitment profile is defined, we can scale the team according to the availability of suitable candidates. For a team of 5 people, our typical timeline is approximately 5 to 7 business days. For a team of 10, approximately 7 to 14 business days. Specialized positions or specific language requirements may require additional time.

Coverage can be arranged according to the client's requirements. If your business operates on public holidays, we can schedule the necessary employees and apply the agreed holiday pricing structure.

Our delivery model can be structured according to the security and operational requirements of the client. For accounts handling sensitive information, we can operate from controlled office environments with restricted device usage. Any remote work arrangement would be assessed according to the client's requirements.

Our recruitment process is based on the requirements and language needs of each client account. We assess candidates according to language ability, communication skills, previous experience, technical capability, availability, cultural fit and role-specific requirements. For specialized positions, we can also conduct technical assessments and practical testing.

Yes. Clients can participate in the selection process and interview shortlisted employees when required. This allows you to have greater confidence that the people representing your company are aligned with your expectations, company culture and communication standards.

We prefer clients to provide the initial product and process training whenever possible. We also offer a Train-the-Trainer program, where selected OLYMP team members receive in-depth training directly from the client and are then responsible for transferring that knowledge to the wider team. We can also provide additional training covering onboarding, systems, customer communication, security and client-specific requirements.

We establish KPIs according to each client's requirements. These can include customer satisfaction, first response time, average handling time, first contact resolution, service level, quality score, productivity, attendance, adherence, conversion rate, ticket resolution time and other account-specific metrics.

We maintain recruitment and operational processes designed to minimize disruption. If a replacement is required, our recruitment team can begin sourcing while our operational management works to maintain continuity and minimize any impact on your operations.

Yes. OLYMP manages HR and administrative responsibilities including payroll, employee benefits, paid time off, recruitment, employee administration and applicable local employment requirements. This allows clients to focus on their core business.

The savings depend on position type, language requirements, working hours, technology requirements, team size and operating model. Kosovo's lower operating costs can allow international companies to achieve savings of typically 50% to 60% compared with comparable labor costs in Western Europe, while gaining access to a young, multilingual and increasingly skilled workforce.

Our standard engagement requires a minimum one-year contract after the initial trial period. The exact commercial structure depends on team size, service complexity, recruitment investment and expected duration. Our objective is to build long-term partnerships while ensuring terms are clearly defined from the beginning.

Our commercial structure depends on the engagement. For standard team deployments, we aim to keep the pricing structure straightforward and transparent. Any one-time implementation or specialized requirements would be clearly communicated before the engagement begins.

Yes. OLYMP can provide dedicated developers and technical specialists based on your technology stack, project requirements and development needs. Our teams can be structured around a specific product, application, platform or development function, or operate as an extension of your existing engineering team. Our developers can work within your existing development processes, repositories, communication channels and deployment workflows.

Yes. Depending on the engagement, OLYMP can provide the required IT hardware, workplace technology and technical infrastructure. This can include computers, monitors, professional headsets, networking equipment, peripherals and other technology required for the specific operation. We can also configure the workplace environment according to the client's technical and security requirements.

Data protection is incorporated into our operational and technical environment. Our controls can include restricted system access, role-based permissions, endpoint security, device controls, monitoring, network security and documented access procedures. Access is provided according to the principle that employees should only have access to the systems and information required to perform their responsibilities.

Kosovo combines a young workforce, strong European time-zone alignment, multilingual capabilities, growing ICT expertise and competitive operating costs. For companies serving European markets, Kosovo provides convenient geographic and cultural proximity while offering significant cost advantages compared with many Western European locations.

Operating from Central European Time allows OLYMP to provide real-time coverage for European businesses while also creating convenient working-hour overlap with the US and other international markets. Our 24/7 operating model allows us to structure teams around your customers' time zones, including daytime, evening, overnight, weekend and public holiday coverage.