Ec3 Outsourcing

Ec3 specializes in contact center customer retention. Reactivation, cross-marketing, and retaining clients primarily using OUTBOUND agents.
Verticals we have deep experience in are primarily in Telco; Online Gaming; Financial Services; Retail & Health.
English-speaking, being Durban-based means our staff have excellent language skills combined with a neutral accent.
We speak to the world!

What Ec3 Outsourcing offers its clients

EC3 is a Durban based contact centre and BPO partner for brands that need English speaking sales, retention, reactivation and CX without building the floor themselves.
We run outbound sales, inbound customer care, save and win-back campaigns, collections, KYC and back office, plus human plus AI webchat. Sweet spot is high touch work that actually moves lifetime value. Retention and reactivation first. Sales close behind that.
Clients get trained agents with a neutral Durban English accent, real time coaching, AI tools sitting with the agent not instead of them, and a 900 seat Umhlanga facility that can take a 5 to 8 seat pilot and scale. Typical save versus in house or other regions sits around 50 percent.
Owner operated since 2013. Started in a garage with two agents. Still run by the people who built it. GDPR, POPIA and ISO minded. You keep the brand. We run the queue.

How Ec3 Outsourcing outshines the competition

Most BPOs sell seats. We sell outcomes on the conversations that leak money. Churn. Lapsed accounts. Soft closes that never get a second try.
Three consecutive ContactCenterWorld Best Outsource Contact Centre wins in our size band. Certified World Class. That is not a brochure line. That is a global panel scoring quality, culture and results against operations in the US, Europe and Asia.
Owner operated. Flat enough that the people who started this still sit in the work. Agents get uncapped daily commission, an in house academy and a floor that is not a warehouse with headsets. AI is a force multiplier on the desk. Sentiment, speed, script support. Human still owns the hard call.
Durban English. Neutral accent. Time zone that works for UK and a lot of global books. Short notice surge. Low risk 45 day pilot before you scale. You do not get a nameless vendor. You get a specialist floor that has been doing retentions since 2013.

Ec3 Outsourcing company structure

Privately held. Founded 2013. Head office and delivery site at 305 Umhlanga Rocks Drive, La Lucia, Durban North.
Leadership is owner operator. Juan on the floor and operations side from day one. Clint as shareholder and CMO, based in Cape Town, covering growth, brand and client work. Not a private equity roll up. Not a branch of a global giant.
Delivery sits in one purpose built 900 seat centre. Teams are campaign based. Sales, retention, CX, collections, chat. Supervisors and quality sit close to the agents. Training and a leadership academy sit inside the same building.
Support functions cover people ops, compliance, payroll, facilities and tech. ISO frameworks, GDPR and POPIA, PCI minded environment. Agents are employed locally. Career path is real. Academy to team lead to campaign lead.
Simple structure on purpose. One site. One ownership group. Short line from client to floor.

Sample highlight service offering of Ec3 Outsourcing

Customer retention and reactivation.
This is the work we built the company on. Keeping a customer is cheaper than buying a new one. Most brands know that and still under resource the save desk.
EC3 puts trained retention specialists on lapsed, at risk and cancel intent conversations. Empathy first. Then the offer. Then the reason to stay. AI sits on the desk for prompts, next best action and sentiment so the agent is not guessing. QA is human.
Typical use. Telecom, finance, gaming, retail. Inbound save queue, outbound win back, or a blended overflow when your in house team cannot hold SLA. Pilot is usually 5 to 8 seats for 45 days so you can see save rate, talk time and brand tone before you add seats.
You keep policy, offers and brand voice. We run the conversations and send you the numbers. That is the product.