Delivery standard
100% of after-hours enquiries answered live — zero voicemails, zero next-day callbacks
What this service is designed to deliver when deployed inside your workflow.
Digital Customer Experience (CX)
After-Hours Support Outsourcing for UK Companies.
Your UK customers don't stop calling at 5pm. Extend your support hours to evenings, weekends, and bank holidays with Nairobi-based agents — GMT+3, English-native, from £8,400 per agent per year.
9:00–18:00 UK time (GMT+3)
|EOR or Managed Services
|7–14 days from signed agreement
Overview
What is After-Hours Support?
After-hours support outsourcing extends your customer service coverage beyond standard UK business hours without hiring night-shift or weekend staff domestically. Treba deploys trained support agents in Nairobi who handle voice, chat, and email queries during your off-hours — evenings, weekends, and bank holidays. Because Kenya is GMT+3, your 6pm–9am window falls within normal Nairobi working hours, so agents are alert, not fatigued.
Typical client
UK ecommerce brands, SaaS companies, and fintechs with customers who contact support outside 9-5 hours and currently either miss those queries or pay premium UK overtime rates
At a glance
How Treba delivers.
The operating facts behind after-hours support: delivery standard, team shape, and compliance model.
Typical team size
2–8 agents per client, scaled to call volume and channel mix
Scaled to project load and pipeline.
Compliance model
UK GDPR aligned — IDTA framework
Legal and data-transfer structure for the engagement.
UK loaded cost
£36,312/yr
Customer Support Agent
The challenge
Why UK companies struggle with after-hours support.
UK businesses face an impossible staffing equation after 5pm. Domestic agents on evening or weekend shifts cost 1.5–2x standard rates — if you can recruit them at all. The alternative is voicemail, which means your 7pm customer with a delivery problem calls your competitor instead. SaaS companies lose trial-to-paid conversions because prospects in different time zones get automated responses during their working hours. And every bank holiday creates a 72-hour support blackout that drives refund requests and negative reviews. The problem compounds during peak trading periods — Black Friday, January sales — when after-hours volume spikes but your team is already stretched.
Outcomes
What you'll achieve.
See the shift from UK in-house benchmarks to Treba delivery outcomes.
Outcome
After-Hours Coverage Cost
UK in-house
£36–£45/hr (UK overtime)
With Treba
£4.40/hr (standard Nairobi rate)
Outcome
Average Speed of Answer
UK in-house
Voicemail (no live agent)
With Treba
< 20 seconds
Outcome
Weekend/Holiday Availability
UK in-house
Limited or none
With Treba
Full coverage, 365 days
Capabilities
What we deliver.
Evening & Weekend Voice Support
“Live agents answering your phones when your UK team clocks off.”
After-Hours Live Chat & Email
“Zero-queue digital support across your off-peak hours.”
Peak Season & Bank Holiday Surge Cover
“Scale from 2 agents to 10 in under 7 days for trading peaks.”
Meet Your Next Hire
“I handle the 6pm–2am UK shift as my normal working day. Last month I resolved 94% of tickets without escalation for a UK ecommerce client. Their Monday morning queue went from 180 tickets to under 10.”
GW
Grace W.
Senior After-Hours Support Agent
Education
BA Communication Studies, Daystar University
Certification
Zendesk Support Administrator, ITIL Foundation
Experience
3–7 years in after-hours support roles
Economics
UK loaded cost vs Treba.
Fully loaded comparison — Treba cost includes salary, Nairobi office, equipment, IT infrastructure, and full compliance. No hidden fees.
Save 79%
Remote from Nairobi
Content Moderator
Pre-vetted · Interview in 48hrs · Start in 7 days
UK Cost
£37,452
Treba Cost
£7,800/yr
You Save
£29,652/yr
How it works
How we deliver after-hours support.
01
Discovery Call
Scope, volume, tools, compliance requirements. 1–2 days.
02
Talent Selection
Pre-vetted candidates matched to your brief. 3–5 days.
03
Tech & Compliance Setup
VDI/VPN access, NDA execution, DPA signing. 2–3 days.
04
Nest Training
2-week onboarding inside your systems with QA checkpoints.
05
Go Live
Full production. Weekly check-ins for first 30 days.
Engagement models
Two ways to work
with Treba.
Choose the model that fits your team. Switch anytime.
EOR (Employer of Record)
Managed Services
£17kAvg. annual
saving
saving
Your Treba team
James M.
KYC Analyst
Amina K.
Med. Transcriber
David O.
QA Tester
Total / yr£28,400
Compliance built in. Not bolted on.
UK GDPR + IDTA
International Data Transfer Agreement for lawful UK–Kenya data flows. Executed by legal counsel. Annual review.
Kenya DPA 2019
Modelled on EU GDPR. Regulated by ODPC. Enforceable. Equivalent protection.
ISO 27001-Aligned
Biometric access. Clean desk policy. CCTV. Network segmentation. No shortcuts.
Cyber Essentials
UK government-backed baseline cybersecurity certification. Audited annually. Public record.
Industries
Industries using this service.
After-Hours Support outsourcing for regulated UK industries.
Related services
Explore more.
Browse all Digital Customer Experience (CX) services
View the full list of services in this pillar
FAQ
Frequently asked questions.
Keep reading
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WE ARE TREBA
Start your after-hours support pilot today.
Save £27,912 per year with a dedicated after-hours support team in Nairobi. Pre-vetted professionals ready in 7–14 days. UK GDPR compliant.