Question 1

What is Ajira 360?

Accepted Answer

Ajira 360 is a call center and business process outsourcing company built for US businesses. We combine a US contracting entity, 360 Logistics and Accommodations LLC (incorporated in Delaware), with delivery operations in Nairobi, Kenya, run by Ajira 360 KE Limited. The company was founded by professionals with more than seven years of hands-on call center operations experience. Ajira is the Swahili word for employment and productivity, and 360 stands for the complete service loop we run around every customer interaction.

Question 2

Where are you based?

Accepted Answer

Our delivery center is at Trio Complex in Nairobi, Kenya, and our contracting entity is registered in Delaware, USA. Our clients are US businesses, and our operating hours are built around US time zones. Nairobi sits 7 to 8 hours ahead of the US East Coast, which is what makes 24/7 coverage practical for us to staff.

Question 3

Are you a US company?

Accepted Answer

Yes, for everything that matters to your procurement and legal teams. Contracts, invoicing and liability sit with 360 Logistics and Accommodations LLC, a Delaware limited liability company, so you get US jurisdiction and USD billing. Service delivery is performed by our Kenyan sister entity, Ajira 360 KE Limited. Both entities are disclosed in every agreement.

Question 4

What services do you offer?

Accepted Answer

Five core services: inbound customer support, outbound sales and follow-up, workforce solutions (dedicated agent teams recruited and managed for your account), omnichannel operations across phone, email, chat and messaging, and reporting and analytics. Most engagements combine two or more. A dedicated inbound team with weekly reporting is the most common starting point.

Question 5

What is the minimum contract size?

Accepted Answer

Most engagements begin with a structured pilot of 10 to 15 dedicated agents for 60 to 90 days with defined success criteria. That size is deliberate: large enough to prove the model on real call volume, contained enough to stay a low-risk first commitment. You judge our quality on evidence rather than promises, and a pilot converts to standard terms and scales up only when the numbers earn it.

Question 6

Do you offer 24/7 support?

Accepted Answer

Yes, and it is staffed rather than on-call. Because Nairobi is 7 to 8 hours ahead of US Eastern time, our standard day and evening shifts naturally cover the full US business day, and dedicated overnight rotas complete the clock. If you only need business-hours or overflow coverage, we scope exactly that. You should not pay for hours you do not need.

Question 7

How quickly can you deploy agents?

Accepted Answer

For a straightforward campaign with clear scripts and standard tooling, we can typically go live two to three weeks after the statement of work is signed, because we maintain a trained agent pool rather than hiring from scratch for each client. Engagements that need system integrations, compliance training or bespoke curricula usually take four to six weeks. You get a committed timeline in the solution design.

Question 8

How do you train agents?

Accepted Answer

In two layers. Every agent completes our foundation program covering US customer culture and expectations, professional communication, and core systems. Then, for your account, we build a client-specific curriculum with you: product knowledge, call flows, tone guidelines, escalation rules and your QA rubric. No agent takes a live call for your customers until they have passed certification against that rubric, and coaching continues weekly after go-live.

Question 9

What languages do your agents speak?

Accepted Answer

English and Swahili. English is the language of instruction throughout Kenyan education, so our agents' working English is strong, clear and neutral-accented, which suits US customers well. We do not currently claim multilingual coverage beyond that. If you need additional languages, tell us in discovery and we will be straight with you about whether we can support it.

Question 10

How do you handle quality assurance?

Accepted Answer

Every call is recorded. A defined sample per agent per week is scored against the rubric we agree with you at onboarding, calibration sessions keep scoring consistent between evaluators, and agents get structured coaching on every miss. Your reporting includes the QA scores, and they are the same numbers we manage by internally.

Question 11

How is pricing structured?

Accepted Answer

Dedicated teams are priced per agent per month, fully loaded: agent, team leadership, QA, reporting and infrastructure are all included, with no surprise line items. Shared or variable-volume work can be priced per productive hour. One-time setup and training fees apply where a bespoke curriculum is needed, and we quote them upfront. All invoicing is in USD from our US entity. We publish exact rates in proposals rather than on the website because they depend on hours of coverage and complexity.

Question 12

What does a typical engagement look like?

Accepted Answer

Four stages: a discovery call and needs assessment, a written solution design with team structure, KPIs, pricing and SLAs, agent training and onboarding with certification before go-live, and then live operations with weekly reporting and a standing review cadence. Most clients start with a 60 to 90 day pilot. You keep a named account contact throughout.

Question 13

What SLAs do you offer?

Accepted Answer

SLAs are written into the agreement, tailored to the engagement, and typically cover service level (for example, 80% of calls answered within 20 seconds), abandonment rate, quality assurance score floors, schedule adherence, and reporting delivery. Each SLA carries a defined remedy. We would rather commit to fewer numbers and hit them than fill the contract with targets nobody measures.

Question 14

What telephony technology do you use?

Accepted Answer

Our cloud telephony infrastructure is provided in partnership with Zerxis Limited, a specialist cloud telephony provider in Nairobi, running over redundant fiber with failover. Just as often, we work inside a client's existing stack: our agents log into your CCaaS, CRM and ticketing platforms so your data never leaves your systems. Either model is fine, and we recommend one during solution design based on your setup.

Question 15

How do you protect customer data?

Accepted Answer

Kenya's Data Protection Act 2019, which is closely modeled on GDPR, governs our Kenyan operations, and your contract adds specific data handling obligations under US jurisdiction. In practice: agents work under NDAs after background checks, access is role-based and least-privilege, our facility restricts personal devices on the floor, and call recordings are retained and destroyed per your agreement. We avoid taking payment card data unless the engagement is explicitly scoped for it with agreed controls. We are also transparent with procurement teams about our current certification status rather than borrowing badges we have not earned.

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