Logo OLYMPOLYMP
Opérations Offshore US

Vos clients se fichent de savoir où l'agent est assis.
Ce qui importe, c'est que quelqu'un réponde.

OLYMP BPO met en place des équipes de support client offshore dédiées au Kosovo pour les entreprises américaines en forte croissance. Centre d'appels, chat en direct, e-mail, helpdesk technique et back-office agissant comme une extension de votre marque.

Créer votre équipe OffshoreDécouvrir le modèle ↓
DÉFI

La croissance brise le support. Le recrutement interne draine la trésorerie.

Faire croître une équipe de support interne aux États-Unis signifie lutter contre le taux de rotation, payer des charges patronales élevées et consumer le temps des fondateurs dans le recrutement. Vous n'avez pas besoin de plus de logiciels. Vous avez besoin d'une infrastructure humaine dédiée.

01

Le délai de recrutement

Publier des offres, mener des entretiens et former prend des semaines avant qu'un seul poste ne soit productif.

02

Le coût global

Le salaire de base ne représente qu'une partie de la dépense. Les taxes, les logiciels, l'espace de travail et la gestion plombent les marges.

03

L'écart de couverture

Les clients américains répartis sur plusieurs fuseaux horaires s'attendent à des réponses rapides à 2 heures du matin. Votre équipe principale dort.

L'Alternative

Pas un autre marché BPO géant. Un hub européen pour les marques américaines.

L'Inde et les Philippines l'emportent sur le volume brut d'effectifs. Le Kosovo s'impose lorsque vous avez besoin d'une équipe de 5 à 20 agents dédiés, hautement spécialisée et culturellement fluide.

100%

Personnel Dédié

Les agents travaillent exclusivement sur votre compte au sein de votre écosystème logiciel.

C1/C2

Maîtrise de l'Anglais

Compréhension de niveau natif, communication claire et affinité avec la culture américaine.

8-12%

Faible Rotation

Des équipes stables à long terme par rapport à une rotation supérieure à 40 % sur les marchés offshore traditionnels.

SERVICES

Une cellule dédiée. Tous les canaux.

01

Centre d'appels

Support téléphonique entrant et sortant. Gestion des commandes, helpdesk technique et qualification de prospects.

02

Chat en direct

SLA de moins d'une minute. Chat web en temps réel pour les moments d'achat en e-commerce et l'intégration SaaS.

03

E-mails & Tickets

Zendesk, HubSpot, Intercom. Réponses adaptées au ton de votre marque en utilisant vos macros et procédures exactes.

04

Back Office

Saisie de données, hygiène CRM, traitement de documents et flux de travail administratifs à haut volume.

10 euros de l'heure.
Tout compris.

Il n'y a pas de piège de salaire de base ou de frais cachés. Nous fonctionnons avec un tarif horaire tout compris couvrant les salaires des employés, les taxes locales, le matériel, les RH, le contrôle qualité et la sécurité d'entreprise.

Included In Hourly Rate

  • ✓Salaire d'un employé dédié à temps plein
  • ✓Sécurité sociale et assurance maladie européennes
  • ✓Poste de travail de bureau moderne et fibre optique double FAI
  • ✓Supervision dédiée du contrôle qualité et chef d'équipe

Externalisez la file d'attente. Maintenez le standard.

Indiquez-nous vos canaux, vos horaires et votre nombre de postes cible. Nous vous proposerons une structure offshore dédiée depuis le Kosovo sous 48 heures.

Parler à OLYMP BPO

Offshore Customer Support Outsourcing to Kosovo for US Companies

OLYMP BPO provides offshore customer support outsourcing from Prishtina, Kosovo for United States companies. Services include dedicated customer service teams, inbound and outbound call center outsourcing, 24/7 coverage, live chat outsourcing, email and ticket management, Tier 1 and Tier 2 technical support, back-office operations, lead generation, and appointment scheduling. Dedicated customer support starts at €10 per hour fully loaded with zero setup fees on standard builds. US companies typically save 50 to 70 percent versus fully loaded in-house hiring in major US metros while retaining brand control, SOPs, and KPI ownership.

What customer support outsourcing means

Customer support outsourcing uses an external provider to run some or all customer service operations. Instead of hiring every representative internally, US businesses partner with a BPO that recruits, trains, and manages dedicated agents who work inside the client CRM, helpdesk, and communication stack according to client brand guidelines and performance standards.

Why US companies choose Kosovo

Traditional offshore destinations such as India and the Philippines excel at very large shared workforces. Kosovo offers a European delivery environment optimized for specialized dedicated teams of five to twenty agents, strong English for American customers, optional European languages for dual-market brands, competitive fully loaded rates, and enterprise security including ISO/IEC 27001 and SOC 2 Type II attestation with HIPAA Business Associate Agreement support when required.

Offshore versus nearshore

For a US company, outsourcing to Kosovo is offshore outsourcing. For companies in Germany, Austria, and Switzerland, Kosovo is nearshore. OLYMP BPO operates both commercial narratives from one Prishtina platform.

Services and verticals

Capabilities cover inbound call center outsourcing, outbound calling, 24/7 call center outsourcing, live chat outsourcing, email customer support outsourcing, technical support outsourcing for SaaS, ecommerce customer support outsourcing, logistics customer support, healthcare and insurance administrative support, customer support outsourcing for small business, and customer support outsourcing for startups. The dedicated team model trains agents on client products, policies, tone of voice, and escalations, then scales seat count as volume grows.

Cost and quality

Customer support outsourcing cost depends on agent count, language, seniority, hours, complexity, and tooling. Buyers should compare total internal seat cost — salary, taxes, benefits, recruiting, training, space, software, management, leave, and turnover — against a fully loaded outsourced rate. Quality evaluation should prioritize clear English for US customers, QA programs, security controls, reporting, and scalability rather than location alone.

Frequently asked questions

How fast can a team launch? Small dedicated pods typically deploy in 7 to 14 business days after scope lock.

Are agents shared? No. OLYMP BPO uses a 100 percent dedicated employee model per client account.

Can you support HIPAA workflows? Yes, with Business Associate Agreements and controlled PHI handling where the use case requires it.

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.