1. Measure demand
Collect call counts by hour, typical handling time, missed calls, common questions and channel volumes. Separate normal demand from seasonal peaks.
How to Outsource Customer Service in Kenya
To outsource customer service, first define the queue, demand, coverage hours and decisions agents may make. Then compare providers against the same scope, agree a pilot and review service outcomes before expanding.
Your outsourcing brief
2. Compare like-for-like proposals
Ask each provider to specify staffing, training, operating hours, telephony, reporting, escalation and any setup charges. Compare total scope rather than headline price alone.
3. Prepare a controlled handover
Supply approved scripts, a knowledge base, escalation contacts and the access agents need. Agree data handling, recording arrangements and retention with the provider before sharing customer records.
4. Review the pilot
Compare answered calls, missed calls, response time, unresolved cases and customer feedback with your baseline. Define each metric consistently and decide what must improve before increasing scope.
Questions before you start
Should I choose shared or dedicated agents?
Shared agents can suit lower or uneven volumes. A dedicated team can suit sustained demand or more specialised workflows. The choice depends on workload and training needs, not simply business size.
What information is needed for a quote?
Share expected volume, average handling time, languages, channels, coverage windows, process complexity and reporting requirements. Include seasonal peaks and the work your internal team will retain.
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.