A team in Kenya, working your business day, managed from the UK.
Before you hand over any work, you should know how it will be run. Here is how a Talkcoms team takes on work for a UK business, from onboarding to reporting, escalation and, if it comes to it, exit.
Onboarding
Before launch we agree the scope, operating hours, systems access, scripts and knowledge the team needs. Agents are trained on your processes and tested before they handle live work.
Where appropriate, a 30-day pilot tests the arrangement against agreed success criteria before a wider rollout.
Working hours
Kenya is 2–3 hours ahead of the UK, so the team works during your business day. Coverage outside those hours is confirmed during scoping, not assumed.
Quality checks
Quality is checked against measures agreed with you, such as QA sampling of calls and messages, response and resolution times, and completion accuracy. Findings feed back into coaching.
Weekly reporting
You receive a weekly report against the agreed measures, and regular reviews to decide what should change next.
Escalation
Each engagement names who manages it from the UK, who delivers the work and how issues are escalated, including when work passes back to your own specialists.
Security
Access, data handling and staff vetting are covered on our Security & data protection page and set out in your contract.
Exit terms
Your contract sets out notice periods and how documentation, knowledge and data are handed back or deleted at the end of the engagement.