From Zero to Call Center in 48 Hours
Most businesses think setting up a call center means buying hardware, signing a long lease, and hiring a team of IT professionals. With Helpline Kenya, it means filling out a 10-minute form and answering a test call two days later.
Here is exactly how it works — step by step.
Phase 1 — You Sign Up
Choose your plan and complete our guided onboarding form — your business name, departments, agent numbers, and preferred hours. Pay securely via M-Pesa or card. Your dedicated Customer Success Manager is assigned and contacts you within 2 hours.
Phase 2 — We Build Your Number
We provision your dedicated virtual number — or virtualise your existing business number with zero disruption to current calls. Your number is connected to the Helpline Kenya platform and tested end-to-end.
Phase 3 — We Design Your IVR
We build your full IVR call flow — welcome message, department menus, routing rules, business hours, after-hours handling, and queue management — based on your onboarding form. You review and approve every detail.
Phase 4 — We Record Your Audio
Your welcome message, IVR prompts, hold music, and after-hours recording are professionally produced using text-to-speech or studio recording. Your brand voice, your words.
Phase 5 — We Test Everything
We run a full test call matrix — every IVR key, every routing scenario, every edge case. We test during and outside business hours. Nothing goes live until every call connects perfectly.
Phase 6 — You Go Live
We do a final walkthrough training on your dashboard, hand you control of your call center, and switch it live. Your agents start receiving calls on their Safaricom phones. You start seeing data on your dashboard.