CX Files18 Sep 2025

Enea Dervishi - Simetrix Solutions - Is The Albania BPO Wave About To Break?

Enea Dervishi is the Operations Director at Simetrix Solutions. He is based in Durres, Albania.

Last month, Enea published an article in Customer Think titled "From Beaches To Business: Is Albania's BPO Wave About To Break?"

The article kicked off a fevered discussion on LinkedIn because it did not focus on the usual BPO regional comparisons - how many airports, graduates etc... it directly compared the BPO possibilities in Albania with much larger and established destinations such as South Africa and India.

Albania is on track to join the EU soon and although it is in Europe, companies there can compete with many regions that are much further away. Is it a hidden gem for European nearshoring?

Mark Hillary and Peter Ryan discuss this and then Mark speaks with Enea in the interview.

https://www.linkedin.com/in/edervishi/

https://simetrix-solutions.com/

https://customerthink.com/from-beaches-to-business-why-albanias-bpo-wave-is-about-to-break/

SUMMARY

Mark Hillary and Peter Ryan discuss the emerging CX delivery destination of Albania, highlighting its potential to compete with established BPO hubs like South Africa and the Philippines. Enea Dervishi, Director of Operations at Simetrix in Albania, notes the country's 20-year experience in BPO, multilingual capabilities, and cultural alignment with Western markets. Albania's proximity to Europe and its agile, personalized service are key attractions. Dervishi emphasizes the need for coordinated promotion and plans to expand Albania's presence in both the US and Europe, targeting American companies unfamiliar with Albania's BPO capabilities.

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