Engagement model
KenCall engages with its potential client in great detail right from the word go. We like to develop a very close working relationship, learning from each other leaving nothing up to chance as we establish our relationship. Outsourcing an integral part of your business requires a tremendous amount of focus to recreate your own internal procedures within another company and have those processes perform even better than when they operated within your organization. To ensure the increase in performance and productivity, KenCall takes each of its clients through its well developed Onboarding Process covering the following activities:

1. Operational Understanding - Detailed interviews on site visits or over the phone with key personnel.
2. Process Review - Complete understanding of the process, key requirements and your pain points.
3. Proposal Submission - Capture the key opportunities and propose a solution.
4. Decision to proceed - Jointly decide the way forward.
5. Contract development and signing - Document the Scope of Work incorporating KPI's.
6. Develop project plan - Document all key milestones and establish the implementation team.
7. Implementation - Set up the client seats, define training materials, recruit staff, conduct training, test, test, test.
8. Go live!
9. Post implementation review - Assessment performance against stated client objectives.
10. Ongoing Account Management - Ongoing, open, two-way feedback of operational performance. Continuous improvement program. Joint development of growth strategies.

Facilities
KenCall runs its operations out of its first call center, in Nairobi, a 300 seat facility that is scalable in and equipped with the technology to meet the needs of any client. Its position as a node in Kenya’s main fiber optic network and its direct access to Kenya’s new submarine fiber optic connection means KenCall can offer unrivalled communications clarity and consistency. KenCall has invested heavily in ensuring the facility has redundant power management and telecommunications equipment to counter any possible environmental effects on the business.

Quality Assurance
KenCall’s Quality Assurance Programme is tailored to each client's requirements at the start of the client engagement. The QA team records the calls or transactions between the KenCall agents and the customers and provides almost instant feedback to the agents. The QA Analysts and the Team Leaders together look after the quality of staff teams of 12 to 15 customer service agents.