Customer Experience Outsourcing · Umhlanga, Durban

Customer experience teams that keep your customers coming back

Dedicated service and retention teams for US, UK and European brands, run from our Durban contact centre. A person reviews every interaction, we measure customer effort and loyalty every day, and our analysts turn what your customers tell us into improvements you can see.

✓ Human QA on every interaction ✓ GDPR and POPIA compliant ✓ Pilots from 8 seats, scaling to 50+ FTE

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Three times named Best Outsourced Contact Centre in the World

3x

Named Best Outsourced Contact Centre in the World

900

Seat facility in Umhlanga, Durban

2013

Owner-operated since day one

100%

Of interactions reviewed by a person

Supporting brands in telecoms, gaming, financial services and retail across the US, UK and Europe.

Client spotlight

Six service lines, one partner

For a leading South African telematics provider, EC3 handles the full customer lifecycle under one roof: from the first enquiry, through day-to-day support, to keeping, winning back and growing every account.

Customer supportInbound service queries handled by a dedicated team.

Hot leadsFast follow-up on new enquiries while interest is high.

RetentionsSaving customers who are ready to cancel.

ReactivationsWinning back customers whose service has lapsed.

Upsell and VAS cross-sellAdding products and value-added services to existing accounts.

CollectionsRecovering overdue accounts without damaging the relationship.

Our method

Four stages from satisfied to loyal

Each stage moves your customers from satisfied to loyal, and from loyal to advocates.

01

Map

We blueprint every touchpoint from first contact to renewal, using call analytics and journey mapping to find where effort is high and loyalty is lost. Then we fix the cause, not the symptom.

02

Measure

We survey every customer, not a sample, on Customer Effort Score and Net Promoter Score, and review the results every day.

03

Improve

Dedicated performance analysts in every account team review operational and voice-of-customer data daily, catching problems before your customers notice them. Improvement is part of the culture, not a department.

04

Empower

We train every agent to think like a brand guardian, not a script reader, and give them the authority to make good decisions fast.

Ready to design a better customer journey?

Book a strategy call