Shared agents
For a business with lower or fluctuating call volumes, a shared team covers the agreed queue alongside other accounts. Define your opening hours, expected volume and escalation contacts before choosing this model.
Call Center Outsourcing in Kenya
SpansCall provides outsourced call center services from Nairobi, Kenya. Our team handles customer conversations under your brand, using agreed scripts and escalation rules. You can outsource a complete first-line queue or begin with the calls your existing team cannot answer.
Choose how your calls are handled
Dedicated team
For sustained demand, named agents work on your account with supervision. Product training, quality expectations and reporting are agreed during onboarding.
Overflow coverage
Keep your internal customer service team and route excess calls to SpansCall. Agree which queues transfer, what agents may resolve and when a case must return to your team.
Questions before you start
What does call center outsourcing include?
The agreed scope can include answering calls, recording enquiries, following approved scripts, escalating unresolved cases and reporting outcomes. Confirm staffing, coverage hours, systems and quality measures in your proposal.
How much does outsourcing a call center cost in Kenya?
Pricing depends on call volume, handling time, coverage hours, staffing model, channels and reporting needs. Share these details with SpansCall for a scoped quote; a universal per-call price would not reflect every operation.
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.