Front-Line Support
Customer Service Outsourcing in Kenya.
Customer service that sounds like your own team.
Your customers should not be able to tell where your office ends and ours begins. We recruit, train and manage agents who learn your products and policies, then serve your customers on every channel.
- Omnichannel
- Brand-trained agents
- CSAT-focused
Under 60 sec
Target first response on live chat
- Phone, email, chat, WhatsApp, social
- Channels
- Business hours, extended or 24/7
- Coverage
- English, Swahili, French, Arabic
- Languages
- 3 agents
- Minimum team
Overview
Affordable customer service outsourcing for companies in the US, UK, Germany and New Zealand
- 01
Ticket volumes outpace headcount, local hiring is slow and costly, and temporary staff struggle to learn the product. An outsourced team closes that gap.
- 02
We review your macros, help articles and recorded calls, then build a playbook, a training programme and service levels around them.
- 03
Agents pass product and tone assessments before they take a single live conversation.
- 04
Every shift has a team lead and a quality analyst, and you get a weekly report on volumes, response times, CSAT and top contact reasons.
- 05
Nairobi agents bring neutral English and overlap with UK, European and Middle East hours, plus overnight cover for the Americas.
At a glance
Targets are agreed per client and written into your SLA.
- Target first response on live chat
- Under 60 sec
- Quality score target for every agent
- 90%+
- From contract to go-live
- 2 to 3 wks
- Savings vs in-house hiring
- Up to 60%
What's included
What's included in our customer service service.
Take one piece or all of it. Every item runs to documented procedures with an owner, a target and weekly reporting.
- 01
Inbound enquiries
Product, account and order questions answered on first contact.
- 02
Complaints handling
Calm de-escalation, clear ownership and refund limits you agree.
- 03
Order and account support
Changes, cancellations, returns, resets and billing, inside your systems.
- 04
Social and messaging care
Facebook, Instagram, X and WhatsApp, with escalation rules.
- 05
Customer feedback loops
Contact reasons tagged and summarised weekly for your product team.
- 06
Knowledge base upkeep
Gaps flagged and help articles drafted to cut repeat contacts.
How it fits together
Every channel lands with one team.
Phone, email, chat and social all feed one queue handled by the same agents, with every conversation logged in your CRM so customers never have to repeat themselves.
How it works
How customer service with Maxed BPO works.
A supervised path from first call to a fully managed team, usually live within 2 to 3 weeks.
- 1
Discovery
We review your volumes, channels, peak times and the service levels you need.
- 2
Recruit and train
We hire for attitude and language, then train on your product and tone.
- 3
Pilot
A supervised soft launch on part of your volume, with daily calibration calls.
- 4
Scale
Full hand-over with weekly reporting, monthly reviews and flexible headcount.
Who it's for
Who uses our customer service service.
- Growing e-commerce, SaaS and subscription businesses
- Companies moving from founder-led support to a dedicated team
- Brands that need evening, weekend or overnight cover
- In-house teams that need overflow capacity at peak times
- Businesses expanding into African and Middle Eastern markets
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.
- Zendesk
- Freshdesk
- Salesforce
- HubSpot
- Intercom
- Gorgias
- Shopify
- WhatsApp Business
- Microsoft Teams
- Slack
FAQ
Customer Service: 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 quoteHow quickly can a team go live?
Most teams launch within two to three weeks. Large multilingual programmes take a little longer.
Will agents work only on our account?
Dedicated agents work only for you. For smaller volumes we can offer a shared pool instead.
How is customer data protected?
Agents use locked-down machines with role-based access, and we comply with GDPR and Kenya's Data Protection Act.
What does it cost?
Pricing is per agent per month or per contact. Most clients save 40 to 60% compared with hiring in-house.
Related solutions
Often paired with customer service.
Get a free customer service outsourcing quote
A no-obligation consultation to design your team, hours and price. Most quotes are back within one working day.