Customer Service Outsourcing
Frontline support, call center operations, and technical help desks. Keep 100% control. We deliver the KPIs.
Let's talk about your customer service needs
We'll be in touch within 24 hours.
Please try again or email us directly at info@bognerpartners.com.
Fully managed customer service outsourcing from Nairobi, Kenya. Get trained dedicated agents at a fraction of the cost.
- Live Chat
- Phone
- Social Media
- Help Desk
Customer Support
Your frontline desk — email, live chat, phone, and social media handled by one team with consistent quality and brand voice.
Call Center
Voice-first operations — inbound, outbound, and virtual reception teams with full telephony integration and campaign management.
Technical Support
Product & IT support, Tier 1–2 — troubleshooting, help desk, and SaaS support from trained agents.
Calculate Your Outsourcing Savings
In-House vs Bogner Outsourcing
You keep 100% control. We deliver the KPIs.
Be as involved as you want to be. You see every ticket, every call, and every agent. Step in any time (or never).
- Email, Chat, Phone & Social Support
- Trained on Your Product & Brand Voice
- Works Inside Your Helpdesk (Zendesk, Freshdesk, Intercom…)
- Team Lead Oversight of Your Support Queue
- Quality Checks on Every Channel
- CSAT & Response-Time Tracking
- Weekly Performance Reports
- Day In, Day Out, We Do the Work
German Law, Certified Security, Experienced Agents, Fluent English
German Commercial Law
Your contract is governed by German commercial law, giving you the same legal protections as any domestic business relationship.
ISO 27001 Certified & GDPR Compliant
Bogner Outsourcing holds ISO/IEC 27001:2022 certification for all BPO operations. GDPR compliance guaranteed by contract.
Certified Training
Every agent completes certified training in communication, active listening, and cross-cultural service delivery via Coursera before going live.
High English Proficiency
Kenya ranks 19th globally on the EF English Proficiency Index 2025, ahead of India (74th) and Bangladesh (62nd).
A Structured Transition You Stay in Control Of
Your dedicated Success Manager keeps you informed at every step
01 Discovery Call
A structured conversation about your needs, goals and SOPs, and an honest check that our two companies are a good fit.
- Sign an NDA before you share any SOPs or customer data
- Map your support processes end to end
- Agree the KPIs and benchmarks we'll be measured on
- Show you how we run and manage the work, and who's behind it
- Walk us through your channels, volumes and peak times
- Share the tools you use and the KPIs you report on
- Tell us where support works today and where it doesn't
02 Blueprint
A written plan for how we'll run your support.
- Write up the process analysis
- Define the KPIs, reporting and escalation paths
- Draft custom SOPs for your support
- Review the plan with your team
- Request changes until it fits
- Sign it off
03 Team Sourcing
The team is selected from our pre-vetted pool.
- Shortlist candidates from our pre-vetted pool
- Match each agent's experience to your product and channels
- Appoint a team lead for your account
- Have every agent sign a personal confidentiality agreement
- Describe the profile you're looking for
- Review the selected agents and approve the team before training starts
- Meet your team lead before training starts
04 Training & Integration
The team learns your product, your tools and your culture.
- Train the team on your workflows, culture and software
- Check that every login, tool and integration works end to end
- Give agents access only on company-managed devices
- Grant access on a strict need-to-know basis
- Share product knowledge, macros and your tone of voice
- Give us access to your helpdesk and tools
05 Shadowing & Testing
The team rehearses on mock scenarios before going live.
- Run mock scenarios and live-like tests
- Fix gaps before a single real customer is answered
- Join a mock session if you'd like to
- Give feedback on answers and tone
06 Go-Live & Improve
Our team takes over, and the work keeps getting better.
- Run your support day to day
- Check quality on every channel
- Report weekly and keep improving the numbers
- Adjust access as soon as someone's role changes
- Keep your data off personal devices and paper, always
- Read the weekly performance report
- Review results and set priorities with your Success Manager
Proven Results
“Since switching to Bogner & Partners, our first-response time dropped from 4 hours to under 45 minutes and our CSAT score went up by 18 points.”
The Right Role for Every Part of Your Support
Outsourced Customer Support
Our customer service teams support clients across sectors — each with workflows tailored to your industry.
E-Commerce & Retail
- Order tracking & returns
- Product inquiries
- Shipping & delivery updates
- Live help across the shopping journey
- Post-purchase feedback follow-ups
SaaS & Technology
- Onboarding & feature guidance
- Bug reports & troubleshooting
- Subscription management
- Feature request intake
- User satisfaction surveys
Financial Services
- Account & transaction inquiries
- KYC & compliance support
- Payment dispute resolution
- Fraud alert handling
- Statement & billing queries
Healthcare
- Appointment scheduling
- Patient intake & follow-ups
- Insurance & billing queries
- Medical records requests
- Prescription refill support
Travel & Hospitality
- Booking changes & cancellations
- Loyalty programme support
- Travel disruption assistance
- Concierge & itinerary queries
- Group booking coordination
Telecommunications
- Billing & plan changes
- Service activations
- Network troubleshooting
- Device setup support
- Contract renewal inquiries
Frequently Asked Questions
We deploy fully trained customer service teams within 30 days of contract signing. This includes recruitment, onboarding, tool integration, process training, and go-live. For urgent requirements, we can sometimes accelerate the timeline depending on the complexity of your processes.
Our agents are fluent in English. Depending on your needs, we can also recruit agents with proficiency in German, French, or other languages. Language capabilities are discussed during the discovery phase to ensure we match the right talent to your market.
Yes. Our customer support teams work with a custom internal tool that summarises tickets, drafts reply suggestions, generates client reports, and runs QA reviews across tickets and calls. For telephony, CloudTalk handles call sentiment analysis and script adherence scoring. For larger engagements, we build the same kind of custom AI tooling for the client's own team. Agents drive every interaction; AI handles the repetitive parts.
We work with whatever tools your business already uses --- whether that is Zendesk, Freshdesk, Intercom, Salesforce, HubSpot, or any other customer service platform. You provide the licenses, and we handle the training. If you do not have a platform yet, we can recommend and help set one up.
Our minimum engagement starts at 3 full-time equivalents (FTEs). This ensures your team has built-in redundancy and can cover absences without service disruption. You can scale up at any time as your needs grow.
Every team has a dedicated Quality Assurance Analyst who monitors interactions, scores agent performance, and provides coaching. Your dedicated Success Manager reviews weekly performance reports with you and implements improvements. We track KPIs such as first response time, resolution rate, customer satisfaction (CSAT), and average handling time.
Yes. Our model is designed for flexibility. You can add agents as your volume increases or reduce the team during quieter periods. We typically need 2-4 weeks' notice to recruit and train additional agents, while reductions can be managed with shorter notice periods as defined in your contract.