In recent years, call centers have become one of the fastest-growing employment sectors in Albania, especially in Tirana, where hundreds of such companies operate. For many young people, working in a call center is not a matter of choice but of necessity. Despite holding university degrees, they are unable to find jobs in their field, leaving them with little option but to accept work that comes with significant challenges.
Why So Many Young Albanians Work in Call Centers
Call centers attract thousands of young workers because they provide immediate employment opportunities, often without requiring previous professional experience. However, most employees admit they accept these positions as a compromise rather than a career goal. The reality is long hours spent sitting in front of a computer, wearing headsets, and handling non-stop calls—conditions that can have serious health consequences.
Health Risks in the Call Center Industry
A recent study revealed that 60% of call center employees report health problems directly related to their work. The most common issues include:
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Back and spine pain due to poor posture
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Eye strain from prolonged screen time
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Hearing problems from constant headphone use
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Mental health concerns caused by stress and pressure
According to Ilir Xhemalaj from the National Union of Call Center Operators, 95% of workers experience conditions such as spondyloarthrosis, vision difficulties, or hearing issues.
Poor Working Conditions
Many call centers in Tirana rent small office spaces and cram them with as many desks and computers as possible, ignoring basic workplace standards like natural light, ventilation, and personal space. Equipment is often outdated, with employees forced to share headsets between shifts. One long-term operator described still using a computer from 2010 and headsets rotated among three workers.
Exploitation of Working Hours
Official contracts may state a 6-hour workday, but in reality, employees often work twice as long just to earn a salary that covers basic living costs. This unpaid overtime leaves young workers drained and demotivated.
Lack of Medical Oversight
By law, companies should provide medical supervision and workplace safety standards. However, in practice, many firms only list a doctor’s name on paper, without conducting real check-ups or ensuring the well-being of employees.
Conclusion
Call centers in Tirana and across Albania play a major role in the job market, but the human cost is often overlooked. Thousands of young graduates enter this industry because they have no better alternative, only to face health risks, excessive stress, and poor working conditions. Until companies and authorities enforce real standards, the hidden struggles of call center workers will remain a serious issue for Albania’s workforce.