Frequently Asked Questions - Optimise Outsourcing


Outsourcing involves the strategic engagement of third-party entities to provide services. This practice enhances operational efficiency and taps into external expertise rather than relying solely on in-house employees.

Unwavering confidence. Our distinction lies in seamlessly merging local industry insights with global expertise to deliver unrivalled services. We excel in crafting customized outsourcing solutions, upholding stringent quality benchmarks, and safeguarding data. Optimise Outsourcing is the premier choice for outsourcing solutions with utmost precision, fostering a relentless commitment to our clients’ needs.

Indeed, outsourcing is a cornerstone strategy for SMEs, bestowing them many transformative advantages. It grants them the ability to harness essential skills and services, freeing up valuable resources for their core operations. Simultaneously, this strategic manoeuvre allows for the meticulous and confident reduction of operational costs, exemplifying precision in financial management.

Our comprehensive outsourcing process begins with an in-depth consultation designed to gain a profound understanding of your business needs. Following this, we craft a bespoke outsourcing strategy that aligns seamlessly with your objectives. Our seasoned team meticulously sources the ideal candidates, manages the recruitment and training process, and extends continuous support and management to ensure the success of your outsourcing initiative. Rest assured, our approach is underscored by professionalism, confidence, and a wealth of knowledge in delivering tailored solutions.

Location and Facilities

Our UK office is located in Manchester, UK.

Our Nairobi office is located in Westlands, Nairobi.

Absolutely, we extend a warm invitation for you to visit our offices. In particular, we encourage visits to our Nairobi, Kenya office, where you can interact directly with our dedicated team members working on your projects. We are fully committed to assisting you in planning your trip to Nairobi, Kenya, and we will meticulously craft an itinerary that aligns seamlessly with your objectives. Rest assured, we will ensure that your visit not only fulfils your professional needs but also provides an enriching experience of Kenya’s vibrant culture and tourism offerings.

Nairobi, Kenya, operates within the East Africa Time (EAT) zone. In terms of time difference with the United Kingdom (UK), Nairobi is 2 hours ahead of the UK during British Summer Time (BST)and 3 hours ahead when the UK observes Greenwich Mean Time (GMT).

Rest assured, our highly trained Nairobi team operates to international standards. Location disclosure to your clients is only necessary if explicitly required, ensuring a seamless and professional service experience.

Costs and Benefits

By outsourcing to Nairobi, Kenya, you can confidently achieve substantial cost savings, often reaching as high as 60-70% when compared to the expenses of maintaining in-house staff in the UK.

Outsourcing to Nairobi, Kenya, presents many compelling benefits, particularly in tapping into a wealth of highly skilled and experienced professionals who often need job opportunities due to a fiercely competitive job market and economic challenges. Some key advantages include: 

Access to a Talented Workforce: Nairobi boasts a pool of talented individuals with diverse skill sets and experience, providing access to a wide range of specialized skills. 

Cost Efficiency: Outsourcing to Nairobi offers cost-effective solutions, as the competitive job market and economic dynamics allow businesses to benefit from competitive pricing without compromising quality. 

Flexibility and Scalability: Nairobi’s workforce provides the flexibility to scale up or down as per project requirements, ensuring you have the right resources when you need them. 

Language Proficiency: English is widely spoken and understood in Nairobi, facilitating effective communication with international clients and partners. 

Favourable Time Zone: Nairobi’s time zone aligns well with many global regions, enabling efficient communication and workflow coordination. 

Cultural Compatibility: Nairobi’s multicultural workforce is accustomed to working with clients worldwide, promoting smooth collaboration and understanding. 

Outsourcing to Nairobi, Kenya, not only capitalizes on cost savings but also harnesses the untapped potential of highly skilled and experienced workers who are ready to contribute their expertise to your projects. 

Our flexible pricing structure is designed to be customised according to your specific requirements. It varies depending on the services needed, the level of expertise required, and the project duration.


We serve various sectors, including technology, finance, healthcare, retail, and e-commerce. Roles suitable for outsourcing with us include but are not limited to customer service, data entry, IT support, HR, accounting, and software development.

We source exceptional candidates through a multifaceted approach that includes: 

  • Strategic Partnerships: Leveraging partnerships with industry networks and recruitment agencies. 
  • Job Portals: Using job portals and online platforms to identify potential candidates with relevant skills and experience. 
  • Targeted Advertising: Crafting compelling job advertisements to attract top talent and promote our opportunities effectively. 
  • Referrals: Encouraging referrals from our existing employees and industry connections to identify high-quality candidates. 
  • Rigorous Evaluation: Conducting thorough screening, testing, and interviews to assess candidates’ qualifications, expertise, and cultural fit. 
  • Continuous Improvement: Continuously refining our sourcing strategies to adapt to changing market dynamics and evolving client needs. 

This comprehensive sourcing approach ensures that we consistently identify and engage suitable candidates who align with your specific requirements and contribute to the success of your projects. 

The Kenyan education system is robust yearly, yielding many graduates across diverse fields. Furthermore, numerous Kenyan professionals possess internationally recognized qualifications, affirming their proficiency and expertise in their respective areas.

Rest assured, language barrier is not a concern. English is one of Kenya’s official languages, extensively used in business and education. Our candidates are exceptionally proficient in English, demonstrating strong written and spoken communication skills.

Our recruitment process is a meticulously structured journey, ensuring we bring the finest talent to your team. It comprises candidate sourcing, initial screening, rigorous skill assessments, in-depth personal interviews, and thorough reference checks, culminating in the final selection of top-tier candidates.

Your active participation in the recruitment process is not only encouraged but valued. You play a pivotal role in defining job requirements, engaging in candidate interviews, and ultimately making the final decision in their selection. Your input adds a personal touch to our professional approach, ensuring we find the perfect fit for your team. .

Optimise Outsourcing meticulously evaluates candidates through a systematic vetting process. It involves thorough background checks, verification of qualifications, reference assessments, and a series of rigorous interviews and skill tests. Our approach is professional and meticulously detailed.

Kenya’s diverse and vibrant culture strongly emphasises hard work, respect, and teamwork. While some cultural differences may exist, they seldom negatively impact work dynamics. We offer comprehensive cultural training to enhance collaboration and understanding, ensuring seamless cooperation and positive work outcomes. Our commitment to bridging any cultural gaps is relentless and effective.

Outsourcing roles is not only practical but also a highly effective strategy. While potential barriers like cultural differences or time zones may arise, these challenges can be proactively and adeptly managed through strategic approaches, comprehensive training, and the judicious use of technology. With our expertise in overcoming such barriers, your collaboration with our onshore team will be efficient and productive.

Optimise Outsourcing provides comprehensive staff training customised to align with your business’s requirements and processes. Should you desire additional training to supplement this, you are more than welcome to do so. Rest assured, our commitment to delivering excellence guarantees your team’s preparedness and proficiency in their roles.

HR and Payroll

Outsourced staff at Optimise Outsourcing are provided with a robust package of benefits. This encompasses competitive salaries, comprehensive health coverage, and an empowering work environment. Moreover, we are dedicated to nurturing their professional growth and development, offering them opportunities for advancement and skill enrichment. Our commitment to their well-being and career progression ensures a motivated, high-performing team.

Staff work hours are thoughtfully aligned with your specific business needs, whether they entail standard business hours or require around-the-clock 24/7 operations. Overtime, in accordance with Kenyan labour laws and your company policies, is diligently managed to ensure compliance and fair practices. Our flexible approach guarantees a seamless synchronisation with your operational demands.

Employees are entitled to 21 days of annual leave, separate from the bank holidays (public holidays) observed in Kenya. Typically, there are 14 bank holidays yearly, although this number may vary based on government advisories. We diligently provide advance notice of all bank holidays to enable you to make any necessary scheduling adjustments. In cases where you require staff to work on these days, it is advisable to treat it as overtime. It’s worth noting that overtime pay rates in Kenya are significantly lower than in the UK, making this a practical solution to ensure uninterrupted workflow when needed. Our commitment to transparency and adaptability ensures a seamless workflow management process.

Initiating bonus payments is straightforward. You determine the criteria and amount, and we handle the calculations, disbursements, and compliance with Kenyan labour laws and tax regulations. Our proficiency in payroll management ensures a precise and professional bonus payout process.

Employees are entitled to 7 days of full pay and an additional seven days of half pay for sick leave annually. To initiate sick leave, employees must furnish a doctor’s note per our standard procedure. However, you can have peace of mind knowing that you need only report the employee’s illness, and our in-house HR team will efficiently manage the entire process for you, ensuring a seamless and compliant handling of sick leave.

Staff productivity is systematically measured using a combination of precise methods, including: 

  • Key Performance Indicators (KPIs): Establishing clear, role-specific KPIs that provide quantifiable performance benchmarks. 
  • Performance Reviews: Conducting regular performance assessments to evaluate individual and team achievements against established KPIs. 
  • Feedback Mechanisms: Maintaining open channels for continuous feedback, addressing performance concerns, and recognising accomplishments. 
  • Data Analysis: Leveraging data analytics tools to monitor and analyse productivity metrics. 
  • Quality Assurance: Implementing rigorous quality assurance processes to ensure work consistently meets defined standards. 

This meticulous approach enables us to maintain a professional and precise measure of staff productivity, facilitating data-driven decisions and continuous performance improvement aligned with your business goals. 

We provide comprehensive attendance and performance management support, which includes: 

  1. Attendance Tracking: Precise tracking of employee attendance and work hours. 
  2. Performance Metrics: Defining clear performance metrics and KPIs. 
  3. Performance Reviews: Conducting regular performance evaluations. 
  4. Feedback Mechanisms: Establishing feedback channels for continuous improvement. 
  5. Issue Resolution: Addressing attendance and performance issues promptly and professionally. 
  6. Data Analytics: Leveraging data analytics for insights and decision-making. 
  7. Compliance: Ensuring compliance with labour laws and regulations. 

Our robust support ensures efficient attendance management and staff performance optimisation in alignment with your business objectives. 


Underperforming staff are guided through a structured performance improvement plan (PIP). This plan includes identifying performance gaps, setting clear expectations, offering support and training, providing regular feedback, establishing timelines for improvement, and considering further actions if necessary. We aim to facilitate performance enhancement while promptly aligning with your business objectives.


We proudly provide an extensive spectrum of services, including but not limited to customer support, back-office operations, IT support, data processing, accounting and finance, and human resources. Our commitment to excellence ensures that we meet your diverse needs with the utmost professionalism and confidence.

There is no strict minimum requirement for staff hiring. We customise our services to precisely match your needs, whether you require a single employee or a team of any size tailored to your specifications.

Indeed, you have the flexibility to choose from a range of hiring options, including full-time, part-time, and project-based engagements. We ensure that our staffing solutions align seamlessly with your specific needs and business goals.

Yes, your outsourced staff member works exclusively for your organisation, serving as a dedicated extension of your in-house team to meet your specific needs.

Our Service Level Agreement (SLA) serves as a comprehensive document that delineates our services’ quality, responsibilities, and scope. It’s important to note that we employ Key Performance Indicators (KPIs) as a robust framework for measuring our service delivery, thus ensuring a consistent alignment with and fulfilling your expectations. These meticulous standards underpin our commitment to excellence.

Yes, we offer flexible working arrangements, including office-based, remote, and hybrid models, allowing you to choose the most suitable option based on your needs and preferences. Please note that we require 30 days notice should you wish to switch between different arrangements, ensuring a smooth transition in line with your requirements.

We offer hot desking for roles that do not require a dedicated workspace or for teams working in shifts.

We provide all the necessary equipment for staff to perform their roles effectively, including computers, software, ergonomic furniture, and telecom facilities.

We ensure robust internet connectivity for both office and home-based workers. This includes high-speed connections, backup internet service providers, and reliable power supply to minimise disruptions. For our home-based staff, we conduct bi-weekly monitoring to ensure they have a dependable internet connection that meets their work requirements. Our dedication to seamless connectivity is unwavering.

We typically invoice our clients on a regular schedule, which can be monthly, bi-weekly, or according to the terms outlined in our agreement. Payment methods are flexible and include bank transfers, credit card payments, or other mutually agreed-upon options. We aim to ensure a convenient and transparent payment process that aligns with your preferences and business practices.

The duration of the contract is adaptable and tailored to meet your precise requirements. We offer the flexibility of short-term and long-term engagements and project-based contracts, ensuring that the contractual arrangement aligns seamlessly with your unique needs and objectives. 

Should the need arise to make staff redundant, we will collaborate closely with you to navigate this process effectively and in compliance with relevant labour laws and contractual agreements. Our approach is designed to be both professional and compassionate, ensuring a seamless transition while prioritising the well-being of all parties involved.

If you need to replace a staff member, we will swiftly initiate recruitment to find a suitable replacement. Our experienced team will handle all sourcing, screening, and onboarding aspects to ensure a seamless transition. Your staffing needs are our priority, and we aim to minimise disruption to your operations during the replacement process.

Data Security and Internet Connectivity

Your information’s security and confidentiality are integral to our operational ethos. We employ rigorous measures, including advanced data encryption, restricted access protocols, and comprehensive confidentiality agreements with our staff. Moreover, we uphold strict compliance with all pertinent data protection regulations and standards.

Yes, we record calls for quality assurance and training purposes. Nevertheless, we can readily accommodate requests not to record calls if you desire. Your preferences regarding call recording are a priority for us.

We store data in strict accordance with UK GDPR. Our data storage facilities and practices are designed to be secure and GDPR-compliant. Personal data is encrypted and securely stored on servers with limited access. Our data retention policies align with GDPR guidelines, demonstrating our commitment to handling your data with the highest care, security, and compliance with all relevant regulations.

The internet connectivity in Nairobi is highly reliable, supported by numerous reputable Internet Service Providers (ISPs) that offer high-speed connections. Our offices are equipped with backup internet services to enhance reliability further, assuring uninterrupted operations with professional and unwavering confidence.

We ensure continuous internet and telecom connectivity with redundant connections and backup power supply. Our dedicated IT team conducts vigilant monitoring to prevent disruptions.

IT Support and Systems Back-Up

We offer comprehensive IT support round-the-clock to promptly address any technical issues and guarantee uninterrupted and smooth operations with professionalism and confidence.

For power outages, we have a robust contingency plan in place. Our emergency power backup system and generators are ready to provide an uninterrupted power supply. Additionally, we implement regular data backups to ensure data protection in the event of unforeseen circumstances. Your operations remain secure and resilient under our professional and confident approach.