Customer Service Outsourcing
Frontline support, voice-first call center operations, and technical help desks — one fully managed function.
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
Your Numbers
Default €3,100 ≈ UK National Minimum Wage (£12.21/hr × 8 hrs × 21 days, April 2025) + 30% employer overhead. Adjust to match your actual cost.
Get Your Custom Quote Custom proposal within 24 hours- Agent Salary
- Management
- Quality Control
- Office Space
- IT Stack
- HR & Recruitment
- Onboarding & Training
Why Outsource With Bogner & Partners
German legal framework, certified security, trained agents, and proven English proficiency. Everything you need to outsource with confidence.
Your contract is governed by German commercial law, giving you the same legal protections as any domestic business relationship.
Bogner Outsourcing holds ISO/IEC 27001:2022 certification for all BPO operations. GDPR compliance guaranteed by contract.
Every agent completes certified training in communication, active listening, and cross-cultural service delivery via Coursera before going live.
Kenya ranks 19th globally on the EF English Proficiency Index 2025, ahead of India (74th) and Bangladesh (62nd).
30-Day Deployment
Your team is operational in 30 days. Your dedicated account manager keeps you informed at every step.
Day 1: Discovery Call
We uncover your specific needs, goals, and benchmarks in a strategy call.
Day 3: Blueprint Creation
We deliver a document combining your process analysis, KPIs, and custom SOPs.
Day 4 – 21: Talent Sourcing
We hand-pick your team from our pre-vetted pool of university-educated talent.
Day 22 – 25: Training & Integration
We conduct training on your specific workflows, culture, and software stack.
Day 26 – 29: Shadowing & Testing
We run mock scenarios and operational tests to ensure zero friction at launch.
Day 30: Go-Live
Your team is fully operational.
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.”
Staff your team with exactly the expertise you need
Not every support function requires the same skill set. We staff your team with exactly the right expertise — from frontline customer support to technical troubleshooting and outbound sales.
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
FAQ
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 account 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.
Get in Touch
Have a question or ready to talk? Email us at info@bognerpartners.com or use the form below.
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