Lower your running costs
You pay less and keep the same quality of service.
What we do
Call Center Services Kenya
We run inbound, outbound and omnichannel call center support from Nairobi, 24/7, for less than an in-house team costs.
- Inbound & outbound
- US, UK & EU hours
- Voice, chat & email
Our services
Call center services run from Nairobi
Voice support that costs less than an in-house team and keeps customers happy.
Why outsource your call center to Kenya?
Kenyans speak fluent English, many already work with customers in the US and Europe, and Kenya's time zone (UTC+3) overlaps with US, UK and European business hours. Your customers get live support for much less than a local team would cost.
Our Nairobi-based call center runs 24/7, covering overnight shifts, weekends and holidays, so nothing falls through when your in-house team clocks out. We handle high call volumes and customer escalations with the same care an in-house rep would.
- Native-level US/UK English fluency
- 24/7/365 operations
- Lower cost than building an in-house team
- Omnichannel: voice, email, chat, social
24/7 availability
Someone answers whatever the time zone.
Scalable teams
You can grow or shrink the team within days, on contracts that flex with you.
Data protection
NDAs, role-based access and call-handling rules agreed before launch.
What we handle
Call center work we take on
Pick one line of work or combine several under one team lead.
Inbound customer service
Friendly first-line answers for your customers, with issues resolved or escalated cleanly.
- Account and product questions
- Complaint handling and callbacks
- Call notes logged in your CRM
Outbound calling
Proactive calls to scripts and lists you approve, with every outcome recorded.
- Follow-ups and reminders
- Customer surveys and win-backs
- Payment and renewal calls
Help desk services
Structured triage for support requests, from simple how-to questions to escalations.
- Ticket logging and routing
- Guided troubleshooting
- Hand-off to your specialists
Order processing
Taking and confirming orders by phone, and checking status for customers.
- Order entry and confirmation
- Status and delivery enquiries
- Returns and exchanges intake
Appointment setting
Qualified conversations put straight onto your team's calendar.
- Lead qualification calls
- Booking and rescheduling
- Reminder calls to cut no-shows
Omnichannel add-on
The same agents can pick up chat, email, social and WhatsApp, keeping one view of each customer.
- Voice, chat, email and social
- Consistent tone across channels
- Shared reporting
Where we work
Two offices, one team
We have two offices: our headquarters at Fedha Plaza and our operations office in east Nairobi.
Headquarters & corporate office
Fedha Plaza, Mpaka Road, 1st Floor, Nairobi
Call-centre operations office
Near Tena area, Manyanja Road, Nairobi
How it works
From first call to live queue
Four steps from first call to a working team.
Discover
We map your call types, volumes, hours and systems in a free consultation.
Design
We agree scripts, escalation rules, coverage windows and a quote.
Deploy
Agents are recruited, trained on your product and connected to your tools.
Scale
We review call quality and volumes with you and adjust the team as you grow.
FAQ
Call center outsourcing questions
Do you offer both inbound and outbound call center services?
Yes. We handle inbound customer service and help desk calls as well as outbound calling for appointment setting, follow-ups and lead qualification, to scripts and lists you approve.
Can you cover US, UK and European hours?
Nairobi is on UTC+3, which overlaps well with UK and European business hours and covers US hours with evening and overnight shifts. We agree coverage windows during discovery.
Where will the call center team work from?
Our headquarters and corporate office is at Fedha Plaza, Mpaka Road, 1st Floor, Nairobi. Our operations office is near Tena, on Manyanja Road in Nairobi.
Can agents support chat and email as well as voice?
Yes. Voice agents can also handle email, live chat, social messaging and WhatsApp, so customers get one consistent team across channels.
How do you protect customer data on calls?
Team members sign NDAs, access is granted by role, and we work inside your approved systems. We agree call-recording and data-handling rules with you before launch.
How quickly can we get started?
Start dates depend on team size and how much training your process needs. We confirm a realistic timeline at the end of discovery.
Want help with your customer support?
Tell us about your call volumes and we will set up a free consultation and send you a quote.
Get a quote