Customer operations
Start with a defined queue such as inbound enquiries, complaints or customer follow-up. Specify the inputs, authorised actions and expected handover.
BPO Services in Kenya
Business process outsourcing, or BPO, means assigning an agreed business process to an external team. SpansCall focuses on customer-facing BPO from Nairobi: customer support, outbound calling and collections.
Decide which process to outsource
Team and system responsibilities
A managed service combines people, supervision and an agreed operating process. A phone system or CRM on its own is a different purchase; clarify whether you need operations, technology or both.
Reporting and accountability
Agree how volumes, outcomes and unresolved cases will be reported. Use a pilot to review the scope and service performance before expanding.
Questions before you start
What is the difference between BPO and a call center?
BPO is the broader practice of outsourcing business processes. A call center is one delivery model focused on telephone conversations; customer support BPO can also include written channels and follow-up workflows.
Which BPO processes does SpansCall offer?
SpansCall's service scope covers customer support, outbound campaigns and collections. Discuss the particular workflow with our team rather than assuming every back-office process is included.
Discuss your customer operations
SpansCall is a division of Spans Ventures Ltd in Nairobi, Kenya. Share your call volumes, coverage hours and current challenges so we can define the right scope.