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Nakama Tech

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Built For Scale, Powered By People

Nakama Tech is more than just a BPO provider — we’re your strategic CX partner.

Based in Nairobi's financial district, we offer world-class contact centre services, AI-powered automation, and digital transformation solutions to help global companies streamline operations, delight customers, and scale sustainably.

  • Min project size
    $5,000+
  • Hourly rate
    < $25 / hr
  • Employees
    1,000 - 9,999
  • Locations
    Nairobi, Kenya
  • Year founded
    Founded 2022

1 Locations

  • Nairobi , Kenya

Service Lines
Customer Service Outsourcing
25%
Call Center Services
20%
Sales Outsourcing
20%
Back Office Outsourcing
10%
Content Moderation Services
10%
Data Annotation Services
5%
Document Digitization & Management
5%
IT Staff Augmentation
5%
Select Focus Area
Back Office Outsourcing
Claims Processing
20%
Data Entry & Processing
20%
Medical Billing Services
20%
Payment Processing
20%
Virtual Assistant
20%
Inbound Services
Answering services
60%
Inbound appointment scheduling
40%
Content Moderation Channels
Chat Moderation Services
20%
Online Community Moderation
20%
Profile Content Moderation
20%
Social Media Moderation
20%
Website Content Moderation
20%
Content Moderation Media
Audio Moderation
25%
Image Moderation
25%
Text Moderation
25%
Video Moderation
25%
Customer Service Outsourcing
Chat Support Services
25%
Email Support Services
25%
Order Processing & Taking
25%
Phone Support Services
25%
Data Annotation Media
Audio Annotation
25%
Image Annotation
25%
Text Annotation
25%
Video Annotation
25%
Document Digitization & Management
Bulk document scanning
40%
Document Conversion Services
30%
Document Indexing Services
30%
Outbound Services
B2C Telemarketing & telesales
25%
Collections Recovery Services
25%
Customer Surveys & Market Research Calls
25%
Third party verification
25%
Sales Outsourcing
B2B Lead Generation
40%
B2B Appointment Setting
30%
B2B Lead Qualification
30%
Industries
Telecommunications
20%
Utilities
20%
Automotive
10%
Financial services
10%
Consumer products & services
5%
Gaming
5%
Government
5%
Information technology
5%
Insurance
5%
Medical
5%
Supply Chain, Logistics, and Transport
5%
eCommerce
5%
Clients
Midmarket ($10M - $1B)
50%
Enterprise (>$1B)
30%
Small Business (<$10M)
20%

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Our Story

Our Vision
Nakama Tech envisions a global landscape where 
customer interactions transcend borders, guided by our 
clients' vision. We empower women, enable youth, and champion 
diversity, believing in a future where opportunities abound 
for all. 


Our Mission
To harness our corporate talents, knowledge, and 
resources to empower clients in seizing opportunities, 
unlocking their growth potential, and ultimately achieving 
their business goals.

What Sets Us Apart

We give a CX!

Human intelligence at scale. Our agents build genuine rapport, turn customer conversations into actionable insights, and become an extension of our clients’ teams—combining empathy, technology and operational excellence to create experiences that drive loyalty and business growth.

Quick Facts

4 years in business

Tools and Technology

Microsoft Teams
SharePoint

Commonly Asked Questions

First, maintaining a strong daily operational pulse by closely monitoring key control tower metrics such as service levels, abandoned calls, queue health, absenteeism, and customer escalations. Second, leading weekly root-cause reviews to identify and address recurring customer complaints, operational gaps, and quality misses before they become larger issues. Third, ensuring we strike the right balance between productivity and employee wellbeing. While performance metrics are important, we must never lose sight of our people because a tired, disengaged floor ultimately becomes an expensive floor through reduced productivity, lower customer experience, higher attrition, and increased operational risk.

First and foremost, a new client should never feel like they've been handed to a production line. They should feel that we've taken the time to understand their business, their customers, and their brand before we ever engage with their customers. That's why we start with a structured 30, 60, and 90-day onboarding plan, align on ownership and escalation paths before launch, and conduct calibration sessions together from all stakeholders to ensure expectations are clear. From there, we build the right operating model around people, training, quality, reporting, and governance. Even after go-live, we maintain a pilot mindset, continuously listening, learning, and refining processes so our agents can represent the client's brand with confidence and deliver the best possible customer experience from day one.

The strongest client partnerships are built on a balance of accountability and trust. We keep clients informed early, involve them in the journey, and never leave them guessing. We manage this through regular business reviews, shared action logs with clear owners and timelines, quality calibration sessions, and workforce planning discussions, business catch up sessions and work as one team rather than two separate organisations. Most importantly, we don't just share results, we provide context. If volumes increase, complaints rise, or performance shifts, we make it a priority to explain what we're seeing, why it's happening, and what we're doing about it. By inviting clients into call listening, calibration, and operational discussions, we create a shared standard of quality and empower our teams together. This ensures that conversations remain transparent, decisions are informed, and trust continues to grow alongside performance.

Great communication is what gives clients confidence, not because every day is perfect, but because they know we are paying attention, being honest about what we see, and staying firmly in control of the operation. My goal is always clear that no surprises, no vague updates, and no data without meaning. I believe every report should answer three questions: What happened? Why did it happen? And what are we doing about it. Our reports go beyond the numbers by providing context, highlighting risks, identifying decisions needed, and outlining clear actions. Through weekly reviews, monthly business discussions, and ongoing collaboration, we ensure there are no surprises and that we remain aligned as partners, focused on delivering the best outcomes for the business and the customer.

From our Centre of Excellence in Kenya, we deliver multilingual, AI-enabled CX that doesn’t just tick boxes — it builds loyalty, scales with confidence, and respects the human on both ends of the line. We’re ISO, HIPAA, and GDPR certified, offering full-stack support that’s secure, seamless, and always-on.

Locations (1)

Embankment Plaza, 8th Floor, Longonot Road, Upper Hill Nairobi, Kenya 00200

2001 - 5000

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Nakama Tech

(1)
Nakama Tech Logotype

Monyangi Jabesh