CX Outsourcing.
Engineered for Scale,
Delivered with Heart.
Enterprise-grade CX that’s secure, compliant, and multilingual — delivering measurable gains in customer satisfaction with ISO, HIPAA & GDPR assurance.
cost savings
compared to
EU/US onshore
Sub-Saharan Africa.
Nairobi, HQ.
Rooted in Africa,
Ready for the World!
From our Nairobi HQ to regional hubs across Africa, Nakama delivers consistent, scalable CX — with timezone-aligned support and talent tuned for global standards.
Precision CX.
Nothing Generic.
We tackle the root causes behind your CX challenges and deliver solutions that create measurable business impact.
Can’t cover EU customers without blowing up cost or risk?
Kenya is time zone-aligned with multilingual agents speaking English, French. Spanish, German, and Italian.
Feeling exposed as compliance pressure ramps up?
Nakama Tech is fully accredited with ISO certifcations, HIPAA, and GDPR-ready support.
Held back by a provider that can’t keep pace?
Switch to Nakama Tech without disruption — no downtime, no service dips, and your teams hit the ground running from day one.
Watching NPS slide as complexity grows?
Empathy-trained agents + live coaching = fast sentiment uplift.
Being told to cut CX costs without cutting corners?
Save up to 70% vs EU/US BPOs.
Scaling fast while CX struggles to keep up?
Rapid scaling with quality intact we’ve delivered 100 trained agents in under 2 weeks.
My grandmother taught me that people will always remember how you make them feel.
That’s the heart of Nakama Tech. We start with dignity and empathy, then build on it with world-class solutions, accountable teams, and hands-on account management.
When people feel supported, they don’t just perform — they thrive. And we build every partnership around that truth.
George Jabesh
CEO – Nakama Tech
100% Certified & Scalable CX
Accelerating Automotive CX for a Leading Vehicle Brand
A top Kenyan automotive group was facing surging call volumes—especially during new vehicle launches, service campaigns, and promotional periods. With customers expecting faster, more responsive support, their in-house team struggled to keep up and was facing mounting pressures, including:
- Overwhelmed in-house support during vehicle promotions and seasonal demand
- Slower response times impacting customer satisfaction and repeat business
- Manual workflows delaying service bookings and spare part campaigns
- Limited internal bandwidth for outbound support and follow-ups
Key Outcomes
- +25% CSAT by resolving issues on the first call with trained agents
- 50% faster CRM integration, reducing ticket lag and improving agent response
- 3x scalability during launches, service drives, and marketing campaigns
- 24/7 inbound and outbound support for enquiries, bookings, and upsells
- Automotive-trained agents delivering high-quality, brand-consistent support
- Reduced internal workload for sales and operations teams
Compliance Without Compromise
To meet rising demand without sacrificing compliance or customer satisfaction, a leading Kenyan banking institution needed more than just scale—it needed certainty to help with:
In-house teams overwhelmed by account queries, complaints, and compliance-driven service tasks
Delayed response times impacting customer satisfaction and trust
Regulatory pressure to meet KYC, data privacy, and audit standards
High operating costs and limited in-house scalability
Key Outcomes
- +35% CSAT through consistent, empathetic support
- +40% first-call resolution, reducing friction and follow-ups
- –60% response times, with SLA targets consistently hit
100% audit compliance, zero flags or data breaches - –28% cost-to-serve, with full service continuity
- ISO 9001 / ISO 27001 certified banking-grade infrastructure
Scaling Support for Off-Grid Energy Customers
A fast-growing off-grid solar provider was transforming access to clean energy across Kenya—but its small in-house support team couldn’t keep pace with demand as rural adoption surged. Millions of Kenyan schillings in missed revenue was due to:
- 200+ daily calls per agent, leading to burnout and 45% attrition
- 48-hour wait times for rural billing and tech support
- ~$400,000USD/month in missed sales due to unanswered peak-time calls
- Inconsistent service availability during evenings, weekends, and campaigns
Key Outcomes
- Strategic time zone alignment
- 100% 24/7 availability across voice, digital, and social channels
- 40% faster response times, improving customer trust and retention
- 3x call volume scalability during product launches and peak demand
- $400,000USD in recovered conversions, driven by faster lead handling
- 5% drop in agent turnover, thanks to better workload management
- ISO-certified, locally based delivery aligned with Kenya’s Data Protection Act
Powering Electromobility with 24/7 Multilingual Support
As a European electro-mobility SaaS provider scaled its real-time telematics and EV charging solutions across Europe, support demand surged — spanning new languages, time zones, and technical complexity. The German-based company needed a partner who could solve their CX growth challenges, including:
- Internal teams overwhelmed by technical queries and Tier 1/Tier 2 support
- Missed service windows due to timezone mismatches and after-hours issues
- Engineers pulled off roadmap-critical work to help with support
- Growing customer base demanding local-language, high-touch support
Key Outcomes
- 24/7 coverage across Europe and parts of Asia
- Tier 1 & Tier 2 support offloaded from internal teams
- Multilingual agents trained on EV and telematics workflows
- Improved resolution times and ticket handling consistency
- Increased engineering velocity through reduced support load
- Scalable support operations aligned with CarMedialab’s European growth
Transforming Telco CX From a Cost Centre to a Loyalty Engine
Nakama Tech transformed customer experience delivery for a major East African telecom and media provider, supporting millions of users across residential, enterprise, and government sectors. Their challenges, included:
- In-house support teams overwhelmed by increasing customer technical issues, account queries, and upgrade requests.
- Staff fatigue and limited growth opportunities leading to high attrition.
- Rising customer churn rates during competitive promos and service outages.
- Understaffed in-house support team delaying response to outages, billing disputes, and sales inquiries.
Key Outcomes
- Reduced overhead via full-scale outsourcing
- Dedicated team of 200 agents
- 24/7 live support + outage communications
- First contact resolution up 40%
- CRM + ticketing + Twilio integrations
- Women-led, ISO-certified delivery
Experience CX
with Nakama Tech
Get to Know
Nakama Tech
Human Care
Backed by
Real-Time AI Tech.
1- 0 %
AI model accuracy gain weekly. Every human correction improves prompts and playbooks, making performance sharper each week.
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faster AHT. Real-time AI prompts and agent assistance tools shortens the end-to-end interaction and and wrap-up times.
≥ 0 %
QA accuracy sustained. AI review loops plus human verification ensure consistent quality and full compliance.
~ 0 %
higher CSAT vs human-only. Speed and precision meet empathy, lifting satisfaction and loyalty across every channel.
≤ 0 %
faster AHT. Real-time AI prompts and agent assistance tools
≥ 0 %
QA accuracy sustained. AI review loops plus human verification ensure quality and compliance.
1- 0 %
AI model accuracy gain weekly. Every human correction improves prompts and playbooks, making performance sharper.
~ 0 %
higher CSAT vs human-only. Speed and precision meet empathy, lifting satisfaction and loyalty.
CX Loved by Clients!
"Nakama Tech has become a crucial part of our mission to light up Kenya. Their support model has helped us maintain quality and scale sustainably while ensuring our customers are always heard."
Customer Opeations Lead
"Partnering with Nakama Tech allowed us to strengthen our customer engagement, meet compliance standards, and scale quickly — all without expanding internal resources. The professionalism and agility of their team have been outstanding.”
Naomi Muriithi
"Nakama Tech helped us elevate the customer experience. With their support, we’ve achieved a consistent, multichannel presence that meets our growing customer needs in real-time."
CX Manager
"Nakama Tech became an extension of our brand. They understand our customers and deliver with professionalism and speed—just what we needed to stay competitive."
Head of Customer Retention
"Nakama Tech provided the agility, empathy, and scalability we needed. Our customer experience is stronger, and our internal teams are more focused than ever on innovation."
CX Lead
Why Kenya?
Strategic Time Zone Alignment
7–9 hours overlap with UK/EU during normal business hours — 100% coverage without shift premiums.
Kenya ranks top 3 in Africa for digital readiness, making it an ideal nearshore stabiliser for South Africa/Eastern Europe volatility.
High Motivation, Low Attrition
18–22% attrition vs 45–60% US/UK, meaning higher continuity.
CX is aspirational, not stop-gap work — agents stay longer and develop deeper capability.
Cost-Performance Advantage
55–70% lower cost-to-serve versus Western Europe/US when comparing fully loaded seat costs.
Labour cost efficiency delivers 2–3× more coaching hours per dollar without sacrificing service levels.
Skilled, Multilingual Talent Pool
90% tertiary-educated with strong digital and service skills.
Young, digitally native population (70% under 35) ideal for AI-enabled workflows.
Kenyan Government CX Ecosystem
Vision 2030 identifies BPO/CX as a Tier 1 growth pillar, prioritising job creation and export services.
40+ government–industry training programmes produce CX-ready graduates annually, reducing onboarding cost and ramp time.
Kenya ranks #1 in Africa for internet penetration and mobile connectivity – $600M invested in digital infrastructure in the past five years.
We Give a CX!
Every great partnership starts with a conversation!
Tell us where you need clarity, scale, or support and we’ll help make your next customer interaction your best one yet.
