Question 1

What is Ajira 360?

Accepted Answer

Ajira 360 is a call centre 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 360 Ajira KE Limited. The company was founded by professionals with more than seven years of hands-on call centre operations experience. Ajira is the Swahili word for employment and productivity; 360 stands for the complete service loop we run around every customer interaction.

Question 2

Where are you based?

Accepted Answer

Our delivery centre 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's position 7–8 hours ahead of the US East Coast is what makes genuine 24/7 coverage practical.

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, 360 Ajira 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

We deliberately keep entry small. A typical first engagement is a pilot of two to five dedicated agents for 60–90 days with defined success criteria, so you can judge our quality on evidence rather than promises. There is no enterprise-style seat minimum, and pilots convert to standard terms only if the numbers earn it.

Question 6

Do you offer 24/7 support?

Accepted Answer

Yes — staffed, not on-call. Because Nairobi is 7–8 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 — clear scripts, 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 per client. Engagements needing system integrations, compliance training or bespoke curricula usually take four to six weeks. You get a committed timeline in the solution design, not a moving target.

Question 8

How do you train agents?

Accepted Answer

In two layers. Every agent completes our foundation programme 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 — well suited to US customers. We do not currently claim multilingual coverage beyond that; if you need additional languages, tell us in discovery and we will be straight 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 — the same numbers we manage by internally, not a sanitised version.

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 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; then live operations with weekly reporting and a standing review cadence. Most clients start with a 60–90 day pilot. You keep a named account contact throughout — not a ticket queue.

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 paper 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 fibre 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; 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 — closely modelled on GDPR — governs our Kenyan operations, and your contract adds specific data handling obligations under US jurisdiction. Practically: 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 transparent with procurement teams about our current certification status rather than borrowing badges we have not earned.

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