Front-Line Support
Call Center Outsourcing in Kenya.
Inbound and outbound teams, answered on the first ring.
Nairobi-based call center teams that keep your lines answered, hold times short, and every call on-script and human where it matters.
- Inbound & outbound
- 24/7 coverage
- Call quality scoring
80/20
Typical service level: 80% answered in 20 seconds
- Inbound, outbound and blended
- Call types
- Cloud PBX, IVR, skills-based routing
- Telephony
- Your existing lines or new local numbers
- Numbers
- Live wallboards and daily summaries
- Reporting
Overview
Affordable call center outsourcing for companies in the US, UK, Germany and New Zealand
- 01
Our Nairobi contact center runs on cloud telephony with skills-based routing, call recording, real-time dashboards and redundant internet and power.
- 02
Connect your existing numbers, or set up local numbers in the countries you sell into, with no hardware to buy.
- 03
Inbound lines for customer service, orders, help desk, bookings and out-of-hours calls are staffed in 30-minute intervals against forecast.
- 04
Outbound campaigns cover appointment setting, renewals, retention, surveys, welcome calls, payment reminders and lead follow-up, run to your compliance rules.
- 05
Every call is recorded, a sample is scored weekly against an agreed scorecard, and campaigns are reported daily.
At a glance
Targets are agreed per client and written into your SLA.
- Typical service level: 80% answered in 20 seconds
- 80/20
- Calls recorded and searchable
- 100%
- Coverage across time zones
- 24/7
- Target abandonment rate
- Under 3%
What's included
What's included in our call center service.
Take one piece or all of it. Every item runs to documented procedures with an owner, a target and weekly reporting.
- 01
Inbound customer lines
Customer service, order, booking and help-desk lines staffed to forecast.
- 02
Outbound campaigns
Retention, renewals, surveys, welcome calls and reminders, with daily results.
- 03
After-hours and overflow
Evening, weekend and holiday cover, or overflow during your peaks.
- 04
IVR and call flow design
Phone menus mapped and tidied so callers reach the right person faster.
- 05
Call recording and QA
Recorded calls, weekly scoring, coaching and calibration sessions.
- 06
Workforce management
Forecasting, scheduling and real-time adjustments to hold service levels.
How it fits together
What happens when a customer calls.
Calls pass through your IVR, are routed by skill and language to the right agent, recorded, logged in your CRM and sampled for quality review.
How it works
How call center with Maxed BPO works.
A supervised path from first call to a fully managed team, usually live within 2 to 3 weeks.
- 1
Call flow review
We study volumes by hour, call reasons and your current IVR, then agree service levels.
- 2
Scripts and training
We write or refine scripts and train agents on product, systems and objections.
- 3
Telephony set-up
We port or forward your numbers, configure routing and share live dashboards.
- 4
Go live and optimise
A supervised launch, then weekly QA, monthly reviews and script improvements.
Who it's for
Who uses our call center service.
- Retail, telecom and utility brands with high call volumes
- Healthcare and insurance providers with booking lines
- Logistics companies handling delivery and tracking calls
- Businesses that need out-of-hours or emergency lines
- Sales teams that want appointments booked for them
Platforms
Tools and platforms we work in.
Your team works inside the systems you already use. Don't see yours? We learn custom tools too.
- 3CX
- Genesys Cloud
- Five9
- Aircall
- RingCentral
- Twilio Flex
- Salesforce
- HubSpot
- Zoho CRM
- Microsoft Dynamics
FAQ
Call Center: your questions.
Something else on your mind? Our team replies within one working day.
Speak to a specialist
Tell us your volumes and goals. We reply within one working day with a suggested team and price.
Get a free quoteCan you use our existing phone numbers?
Yes. We forward calls from your current provider or connect to your cloud contact center, and can add local numbers in Kenya, the UK, the US and other markets.
Do your agents have neutral accents?
Agents are fluent English speakers with clear, neutral accents, assessed on pronunciation and listening before they are hired.
How do you handle sudden call spikes?
We forecast staffing by the half-hour, keep cross-trained agents on standby and ramp up ahead of planned events.
Can we listen to calls?
Yes, at any time. Every call is recorded and searchable, and you get live dashboard and monitoring access.
Related solutions
Often paired with call center.
Get a free call center outsourcing quote
A no-obligation consultation to design your team, hours and price. Most quotes are back within one working day.