Delivery standard
Average speed of answer under 20 seconds with 90%+ first-call resolution
What this service is designed to deliver when deployed inside your workflow.
Digital Customer Experience (CX)
Inbound Call Handling Outsourcing for UK Companies.
Every missed call is a missed sale. Route inbound calls to trained, English-native agents in Nairobi with neutral accents, full CRM access, and average speed of answer under 20 seconds — 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 Inbound Call Handling?
Inbound call handling outsourcing routes your customer and prospect calls to dedicated agents in Nairobi who answer, resolve, or triage queries using your telephony system and CRM. Treba's voice agents are selected for neutral English accents, trained on your brand voice, and work inside your call platform (Aircall, RingCentral, 8x8, or Five9) as a direct extension of your UK team.
Typical client
UK SMEs and scale-ups with 100–2,000 inbound calls per day who are losing leads to hold queues, paying premium rates for UK call centre seats, or using IVR systems that frustrate customers into hanging up
At a glance
How Treba delivers.
The operating facts behind inbound call handling: delivery standard, team shape, and compliance model.
Typical team size
3–15 agents per client, based on call volume, hours of coverage, 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 inbound call handling.
UK call centre seats cost £28,000–£36,000 per agent fully loaded. At that price, most businesses understaff — running 3 agents when call modelling says they need 5. The result is predictable: hold times climb past 90 seconds, abandonment rates hit 15–20%, and your best leads call the next company on Google. IVR systems reduce headcount but also reduce conversion — 60% of callers who want to speak to a human hang up when routed to a menu tree. Meanwhile, recruitment for UK-based phone agents is brutal. Average tenure is under 12 months, and the cost of replacing a single agent — recruitment, training, ramp-up — runs £6,000–£8,000.
Outcomes
What you'll achieve.
See the shift from UK in-house benchmarks to Treba delivery outcomes.
Outcome
Cost Per Agent (Loaded)
UK in-house
£36,312/yr
With Treba
£8,400/yr
Outcome
Average Speed of Answer
UK in-house
45–90 seconds (understaffed)
With Treba
< 20 seconds
Outcome
Call Abandonment Rate
UK in-house
15–20%
With Treba
< 5%
Capabilities
What we deliver.
Customer Service Inbound
“Resolve queries on the first call with agents who have your full CRM in front of them.”
Sales & Enquiry Capture
“Convert inbound interest into qualified pipeline instead of voicemail.”
Overflow & Surge Call Handling
“Absorb call spikes without hiring or overtime.”
Meet Your Next Hire
“I handle 60–80 inbound calls per shift for a UK insurance broker. My accent has never been flagged by a single caller in 14 months. Last quarter my first-call resolution was 91% and my CSAT score averaged 4.7 out of 5.”
MO
Michael O.
Senior Voice Support Agent
Education
BA Linguistics, University of Nairobi
Certification
Aircall Certified Agent, Customer Service Professional (CSP)
Experience
3–7 years in inbound call handling 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 inbound call handling.
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.
Inbound Call Handling outsourcing for regulated UK industries.
Related services
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Browse all Digital Customer Experience (CX) services
View the full list of services in this pillar
FAQ
Frequently asked questions.
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WE ARE TREBA
Start your inbound call handling pilot today.
Save £27,912 per year with a dedicated inbound call handling team in Nairobi. Pre-vetted professionals ready in 7–14 days. UK GDPR compliant.