Business services
Call center outsourcing in Kenya: support your customers will thank you for
Fluent, friendly agents in Nairobi who learn your product, follow your scripts and tone, and keep response times short. Scale up for launches and peak seasons without hiring locally.
- Reply within one business day
- NDA-backed teams
- Named team lead
Your brand voice, from a team in Nairobi.
Kenya’s English-fluent workforce and UTC+3 time zone make Nairobi a strong base for customer support covering Europe, the Middle East and US mornings. Our agents are trained on your product, your scripts and your tone before they speak to a customer.
Quality analysts review recorded interactions every week and share CSAT, first-contact resolution and handle-time reports, so you always know how your customers are being treated.
Used for
- E-commerce and retail support
- Fintech and mobile money
- SaaS help desks
- Travel and logistics
- Seasonal and launch peaks
Industries: Retail & e-commerce · Finance & insurance
What our call center outsourcing covers
Combine any of these in one workflow and one guideline.
Inbound voice support
Order tracking, returns, account and billing queries.
Live chat & email
Fast, written support in your tone of voice.
Social media support
Replies and escalations on your social channels.
Tier 1 and tier 2 help desk
Troubleshooting and escalation to your internal teams.
Outbound calls
Follow-ups, surveys, onboarding and renewals.
Swahili support
Native Swahili agents for East African customers.
Formats and tools
Delivery formats
- Zendesk
- Freshdesk
- Intercom
- HubSpot
- Your CRM
Tools we work in
- Zendesk
- Freshdesk
- Intercom
- HubSpot
- Salesforce
- Your telephony
Pricing
Dedicated support agents are priced per agent per month, based on channels, hours and languages. Ask for a quote.
How we keep it accurate
Every project runs on the same four-check QA process. See how our QA works.
Weekly interaction QA
Recorded calls and tickets scored against your quality form.
Clear reporting
CSAT, first-contact resolution, handle time and backlog every week.
Coverage that fits
Day, extended and night shifts to match your customers’ hours.
How a project runs
Scope and guidelines
We review a sample, agree classes, edge cases and acceptance criteria, and sign your NDA.
Certified team
Annotators pass a gold-set test before they are cleared for production.
Production and reporting
Batches with QA reports, in your format, on an agreed schedule.
Call center outsourcing questions
Which hours can your agents cover?
Day shifts overlap Europe and the Middle East; extended and night shifts can cover US business hours.
Which languages do your agents speak?
English and Swahili. Other languages depend on availability.
Can agents work in our helpdesk software?
Yes. Agents work in your helpdesk and CRM with role-based access.
How fast can we launch a support team?
Small teams can usually launch within a few weeks of agreeing scope, including product training.
Send a sample. See the work quality first.
Share a few files and a line about your goals. A project lead replies within one business day with an approach, a timeline and a price.