Call Center Systems — Africa

Get started with Call Centers in Kenya

Customers call a call center to seek help, gather information on a product or service, or complain.

What Is A Call Center?

A call center is the central nerve of an organization where customers seek help, gather information about products or services, or lodge complaints. In today's world, call centers play a crucial role in capturing leads and understanding market perceptions. This article will guide you on how to set up, manage, and run a call center in Kenya efficiently.

Challenges in Setting Up a Call Center in Kenya

Many businesses in Kenya lack the knowledge and capabilities to establish or manage call centers, which can be detrimental in the long run. Often, businesses resort to hiring expensive local consultants who may recommend complex and costly solutions, such as purchasing and setting up a PABX system, hosting E1 lines, and provisioning SIP lines—all of which require technical expertise.

For instance, you might be advised to:

  • Purchase a PABX (Private Automatic Branch Exchange) without understanding its purpose.
  • Host an E1 line for your PABX, which involves more technical jargon and complexities.
  • Set up a VPN if using a Safaricom phone number, adding another layer of complexity.
  • Buy desktop phones and PABX software like Asterisks to route calls.

Even after overcoming these hurdles, integrating your PABX service with your CRM can be challenging, leading to longer service times and customer dissatisfaction.

The 5-Minute Solution

You can bypass these complexities and get started with a call center in just 5 minutes by following these steps:

  1. Create a HelloDuty Account: This takes just a minute and is free and easy to set up.
  2. Request a Phone Number: This number will serve as the single inbound and outbound phone number for your call center in Kenya.
  3. Invite Your Agents: Your agents can be located anywhere—whether in Kenya or abroad, in an office, or working remotely.

Within 5 minutes, your agents will be making calls from their computers without the need for additional hardware.

Top 5 Benefits of a Virtual Call Center

Virtual call centers are gaining popularity, especially as businesses move to the cloud. For call centers in Kenya, where power supply can be inconsistent, virtual call centers offer significant advantages. Platforms like HelloDuty provide the following benefits:

  1. Instant Setup: No need for complex setups—just click and configure.
  2. Call Routing Logic: Ensure calls are directed to the right agents using advanced call routing trees.
  3. Interactive Voice Response (IVR): Automatically answer and route customer calls, providing solutions even before they reach an agent. For example, dialing 100 on a Safaricom line in Kenya features an IVR system ("Press 1 for...").
  4. Call Queuing and De-Queuing System: Efficiently manage call queues and define agent assignment logic to reduce wait times.
  5. Customer Relationship Management (CRM) Integration: Access customer data easily, enabling agents to resolve issues faster and more effectively.

By leveraging a virtual call center solution like HelloDuty, businesses in Kenya can streamline their operations, improve customer satisfaction, and reduce operational costs.

Last updated
June 12, 2024
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