Call Center Business in Kenya is taking off. Thanks to Kenya’s thriving ICT sector, high mobile penetration (91% as of 2023), and government-backed initiatives like Konza Technopolis, have positioned it as a hub for Business Process Outsourcing (BPO).
Starting a call center business in Kenya offers immense potential to tap into the growing demand for customer support, telemarketing, telesales, and technical assistance.
This guide breaks down the process of launching and scaling a successful call center in Kenya, with actionable insights and local market expertise.
Why Kenya is Ideal for Call Center Businesses
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Kenya’s Booming ICT SectorKenya’s ICT sector contributes over 2% to GDP and is growing at 10% annually (Communications Authority of Kenya, 2023). The country’s robust digital infrastructure, including fiber-optic networks and 4G/5G coverage, supports seamless call center operations. Additionally, initiatives like the Ajira Digital Program aim to equip youth with BPO skills, creating a talent pool for startups.
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Rising Demand for Outsourced Services
Multinational corporations, fintech firms (e.g., M-Pesa), and e-commerce platforms like Jumia increasingly outsource customer service to Kenyan BPOs. The global shift to remote work has also fuelled demand for cost-effective, multilingual support solutions.
What Services should you offer at your contact Center business in Kenya?
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Inbound and Outbound calls
These can be for the purpose of sales, marketing, or customer service – this will largely depend on your client’s requirements. This will need you to have trained call agents
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Live chat support
If your clients has heavy website traffic and requires customers to be supported on live chat you can provide this as a service with dedicated chat agents.
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Help desk
For clients who receive multitude of emails either for enquiries, complaints, etc you can help them manage their incoming emails through an agent based help desk which can handle many emails at once.
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Omnichannel support
If your clients gets engagement on social media platforms such as WhatsApp, X, Facebook etc, you can manage all their queries inside one platform with your support agents.
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Chat Bots
For clients who wish to have 24/7 customer support without the need to incurring additional cost, you can design and set up chatbots for them and charge a monthly fee. This will not need human agents.
How do you get clients for your call center business or BPO?
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Approach large multinational and regional companies with a unique offering
You, for instance, approach a mobile lender or microfinance with the offer to activate their old lost client through telemarketing and only request to be paid on percentage commission on every conversion.
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Go for industries that are not too crowded
Approach industries such as the non-profit/NGO space, and for instance, request to support in tele-training of farmers on the best practices of farming through your call center.
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Launch a B2B campaign online targeting key personnel in various organizations
With the help of a communication or marketing agency, you can reach B2B decision makers with your offer to provide outsourced contact center services.
5 Steps to Launching Your Call Center Successfully
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Conduct Market Research and Define Your Niche
- Identify Your Target Clients: Focus on industries like banking, telecom, healthcare, or e-commerce.
- Analyze Competitors: Study established players like KenCall and Horizon Contact Centers to identify gaps.
- Choose a Niche: Specialize in inbound support (customer service), outbound (sales), or blended operations.
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Register Your Business and Secure Licenses
- Business Registration: Register your company with the Registrar of Companies and obtain a KRA PIN.
- Compliance: Adhere to data protection laws under the Office of the Data Protection Commissioner (ODPC).
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Invest in Technology and Infrastructure
- Software: Choose cloud-based platforms for scalability.
- Hardware: Source ergonomic headsets, computers, and reliable internet (e.g., Safaricom Fibre or Liquid Telecom).
- Redundancy: Install backup power (generators/solar) and dual internet connections to counter outages.
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Hire and Train a Skilled Team
- Recruitment: Hire bilingual agents fluent in English, Swahili, or regional languages.
- Training: Partner with institutions like Universities for certified customer service courses.
- Labor Laws: Comply with Kenya’s minimum wage (KES 15,120/month for Nairobi) and OSHA guidelines.
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Set Up Operations and Launch
- Location: Start small with an affordable space in Nairobi’s Westlands or Mombasa Road.
- CRM Systems: Implement tools like Zendesk to track customer interactions.
- Soft Launch: Test systems with a pilot client before full-scale operations.
How to charge for your call center services to companies in Kenya
There are many models of charging, but the easiest one is to charge per agent per hour. This can range anywhere from 400 Ksh to over 1,000 Ksh, but will depend on the nature of the work in question. This will, however, require you to be transparent with your clients by providing timesheets, recordings, and analytics. Other models include charging per project scope and also charging per result/milestone. For reference, in other countries like India, the fees range from 5 USD to 15 USD per hour per agent.
Overcoming Challenges in Kenya’s Call Center Industry
Navigate Connectivity and Power Issues
Kenya experiences occasional internet disruptions and power outages. Mitigate risks by:
- Partnering with multiple ISPs.
- Using VoIP providers with local servers.
Managing Operational Costs
- Opt for pay-as-you-go cloud solutions to reduce upfront expenses.
- Outsource non-core tasks (e.g., payroll) to other firms.
How to scale Your Call Center Business in Kenya
Expand Services and Markets
- Add multilingual support for Francophone Africa.
- Diversify into email support, social media management, or AI chatbots.
Leverage Advanced Technologies
- Integrate AI analytics to predict call volumes and optimize staffing.
- Adopt omnichannel platforms to serve clients via WhatsApp, SMS, and email.
Get the support you need from professional consulting firms
When starting a call center business in Kenya, you will need to get advice from experienced industry professionals to ensure you don’t fall into pitfalls that will cost you a lot. With guidance, you can easily grow your business.
Conclusion
Starting a call center business in Kenya is a lucrative opportunity, given the country’s tech-savvy population and supportive regulatory environment. By focusing on niche markets, investing in reliable technology, and training skilled agents, you can build a competitive BPO enterprise.
Ready to Launch Your Call Center?
Call Center Solutions Africa offers end-to-end support—from cutting-edge technology, advisory, talent, and equipment to help you launch your BPO successfully in Kenya. Contact the team for a free consultation: [email protected] or call +254721314242
