Kencall
Customer Experience and Contact Center
Kencall is a leading offshore BPO provider that offers customer experience and contact center services for various industries, known for its world-class technology and operational excellence.
Size
51-200
Private
10m-50m
Mission
To provide world-class Business Process Outsourcing services to clients in East Africa and globally.
About
Kencall offers customer experience and contact center services along with back-office operations for clients in banking, healthcare, telecommunications, and more. The company operates using an offshore model and supports global clients from its base in Kenya.
It is recognized for its extensive training programs and quality assurance measures, with a strong focus on delivering exceptional customer interactions.
Services
Kencall provides customer experience and contact center services, supported by back-office operations and specific offerings such as inbound customer support, outbound telesales, technical support, and live chat services. These services cover various channels and are tailored to support client needs across multiple sectors.
Capabilities
Inbound Customer Support
Outbound Telesales & Retention
Technical Support (Tier 1/2)
Live Chat & Messaging Support
Industries Served
The company serves clients in banking and financial services, insurance, healthcare, telecommunications, government, non-profit organizations, retail, and technology. It has experience supporting diverse client types with services aligned to industry-specific requirements and technology platforms.
Unique Stregths
Kencall is known for being Kenya's largest contact center, offering clients a robust operational framework backed by world-class technology infrastructure. Its approach includes intensive training and documented procedures, which help deliver consistency and quality at scale.
Delivery Footprint
Headquartered in Nairobi, Kenya, the company operates using an offshore delivery model. It serves clients across the US, UK, and Kenya, with teams working in a hybrid environment to meet diverse client needs.
Certifications
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Verticals
Banking & Financial Services
Insurance
Healthcare & Life Sciences
Telecommunications & Media
Government & Public Sector
Non-Profit & NGOs
Retail & e-Commerce
Technology & SaaS
Clients
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What's the main service provided by
Kencall
?
Kencall specializes in providing comprehensive customer experience and contact center services. Their offerings include a variety of sub-services such as inbound customer support, outbound telesales and retention, technical support at both Tier 1 and Tier 2 levels, as well as live chat and messaging support. This extensive range of services is designed to meet the diverse needs of their clients, ensuring high-quality interactions across multiple communication channels.
What additional services does
Kencall
provide?
When was
Kencall
founded?
Kencall was established in 2004, making it a well-respected player in the business process outsourcing industry for nearly 20 years. Since its founding, the company has grown significantly, leveraging its expertise to deliver exceptional service in customer experience and contact center operations.
What industry verticals does
Kencall
serve?
Kencall serves a broad spectrum of industries, including Banking & Financial Services, Insurance, Healthcare & Life Sciences, Telecommunications & Media, Government & Public Sector, Non-Profit & NGOs, Retail & e-Commerce, as well as Technology & SaaS. This diverse industry focus highlights the company’s ability to tailor its services to meet the specific demands of various sectors.
What delivery model does
Kencall
offer?
Kencall operates using an offshore delivery model, which means that their services are provided from a location in a different country than that of their clients. This approach allows Kencall to leverage cost efficiencies and access a skilled workforce in Kenya, while supporting clients globally, particularly in the US and UK.
How many employees and/or seats does
Kencall
have?
Kencall employs between 51 and 200 individuals, positioning itself as a mid-sized organization. This workforce size enables the company to maintain a personal touch with clients while still having the capacity to scale its services efficiently to meet growing demands.
Can
Kencall
be considered a good service provider for startups?
Kencall can be a suitable service provider for startups, particularly those in need of customer experience solutions. With a core focus on customer support and engagement, startups can benefit from Kencall's expertise in establishing strong customer relationships from the outset. Additionally, the company's offshore delivery model allows startups to access high-quality services at competitive rates, which can be crucial for budget-conscious new ventures.
Can
Kencall
be considered a good service provider for SMBs?
Kencall is well-positioned to serve small and medium businesses, thanks to its scalable service offerings and proven track record in various industries. The company’s ability to provide tailored support can help SMBs enhance their customer interactions and drive growth. With extensive experience across multiple verticals, Kencall can adapt its services to meet the unique challenges and needs of small to medium-sized enterprises.
Can
Kencall
be considered a good service provider for enterprises?
Kencall is also a reliable partner for enterprises and large companies, given its robust operational framework and commitment to quality assurance. The company’s experience in handling diverse client needs across multiple sectors positions it well for larger organizations seeking sophisticated customer engagement solutions. Its offshore model supports scalability, making it suitable for enterprises that require flexible and extensive service capabilities.
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