Call centre outsourcing in Nairobi

Satas Communications, Nairobi. Updated 30 October 2026.

Running your own call centre means hiring and training agents, buying phones and software, covering leave and late shifts, and managing quality every day. Outsourcing hands that work to a team that already has the people and systems, so you pay for the calls you need handled rather than for an operation you have to run.

Nairobi has become a centre for this work. Kenya has a large, young, well-educated workforce that works comfortably in English and Kiswahili, good mobile coverage and fibre in the city, and a time zone that overlaps with both Europe and the Middle East.

What you can outsource

• Inbound calls: customer service, orders, bookings, help desk and after-hours answering.
• Outbound calls: telesales, lead generation, appointment setting, payment reminders and surveys.
• Automated contact: phone menus, voicemail, SMS and reminders.
• Whole processes (BPO): customer service across phone, email and chat, order handling and back-office work.

Many businesses start small, for example only calls after hours or when their own team is busy, and add more once they trust the provider.

How call centres charge

The price depends mainly on the hours you need covered, the number and length of calls, the languages and the skill needed. A help desk for a technical product costs more than answering general enquiries. Ask for a quote based on your real call numbers; if you do not have them, a provider can measure them during a short trial.

How to compare providers

1. Visit their office or ask for a video call from the floor, and meet the people who would take your calls.
2. Ask to listen to call recordings from a similar client, with personal details removed.
3. Ask how they measure quality: what they check on calls, how often, and what they do when an agent falls short.
4. Check the reports you will get, and how quickly.
5. Ask how they handle a sudden rise in calls, a power cut or an internet outage.
6. Read the contract for notice periods, minimum terms and who owns the customer data and recordings.

Data protection

Under Kenya's Data Protection Act, 2019 your customers' personal data must be handled lawfully and kept secure, and a provider that handles it on your behalf has duties too. Ask where calls and recordings are stored, who can access them, how long they are kept, and how marketing opt-outs are recorded. Put this in the contract.

Making the switch

1. Agree the scope, targets and reports in writing.
2. Share your call scripts, common questions, price lists and escalation contacts.
3. Let the provider train agents and run test calls with you.
4. Start with part of your calls, such as after hours, before moving the rest.
5. Review recordings and reports weekly for the first month and adjust the script.

Customers can keep calling the number they already know: calls are forwarded to the provider when your line is busy, after hours or all the time.

Working with Satas

Satas Communications runs inbound, outbound and automated contact for businesses across Kenya from our office at Grey Park Heights, Eastern Bypass, Utawala. Our agents work on our own platform, so you can see the reports and recordings yourself. If you would rather keep calls in-house, the same platform gives your own team a phone system, call centre queues and an outbound dialer from KES 2,500 a month; see pricing.

Common questions