Contact Centre Outsourcing Durban | 24/7 BPO Sales, CX & Tech Support – EC3

Contact Centre Outsourcing Durban – Your Trusted BPO Partner

At EC3, we deliver contact centre outsourcing Durban businesses rely on for seamless scaling and cost savings. Whether you need BPO sales outsourcing, customer retention call centre services, or 24/7 tech support outsourcing, our Umhlanga-based teams integrate with your CRM to drive results. From B2B appointment booking outsourcing to inbound calls and outbound telemarketing, we handle high-volume interactions with neutral South African dialects that resonate globally.Omnichannel BPO Solutions – Sales, CX &

Retention

Our outsourced sales team for e-commerce and SaaS clients closes deals while our customer experience (CX) specialists boost NPS through multilingual webchat support and live chat outsourcing. Struggling with churn? Our win-back lapsed customers contact centre programs recover revenue fast. We also offer appointment setting outsourcing for medical, solar, and real estate leads — all backed by AI-hybrid live chat and post-call IVR surveys for real-time insights.

Offshore BPO from Durban – Global Reach, Local Expertise

As a leading offshore BPO services provider from Durban, EC3 serves US, UK, and Australian brands with cost-effective call centre solutions. Our back office outsourcing handles data entry, payroll, and compliance, while tech support for SaaS companies runs 24/7. Recognized with international gold awards, we’re the BPO retention services South Africa partner that protects your brand, data, and reputation — all from the heart of Durban, the hub of contact centres.
From easy to exceptional.

How we operate

​There are different ways of engaging with outsourcers, and much depends on your intended outcome. 
Below, please complete a quick enquiry form to help us understand what you need, and how we can help you.​​

    become a client

OUR PROCESS
After initial contact is made, a Mutual Non Disclosure Agreement (NDA) will be emailed to you​ prior to a proposal being submitted or confidential information is shared.

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GROK 2025
​Based on available data for 2025, the average total cost to run a call center seat in the USA per hour varies depending on factors like labor, infrastructure, and operational expenses. The cost typically ranges from $20 to $30 per hour for a dedicated US-based call center seat, including wages, benefits, training, and overheads. 

Tech Support - remote and 24/7
Retention Services

smash your competition by lowering your 
contact ​centre costs today!

Top quality staff
highly educated and experienced
Accent neutral
understood around the world in every timezone
​scale easily
turnkey solution: recruitment, HR, payroll, Medical, offices, IT equipment and
tech requirements, quality assurance & training.

A South African company that speaks to the world.

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Australia / New Zealand
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South Africa
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North America and Canada
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United Kingdom

Client Testimonials (slide)

Defining outsourcing
​

Outsourcing refers to the process where a business delegates specific tasks or services to an external entity, which might typically be managed internally. This approach covers a wide range of activities from production and manufacturing to IT support and business processes. 
The main goals behind outsourcing include: 
Reducing Costs: By transferring certain operations to external providers, companies often aim to lower operational expenses.
Improving Efficiency: External specialists might perform tasks more effectively due to their focus and experience in specific areas.
Focusing on Core Competencies: This allows businesses to concentrate their resources on what they do best, enhancing their primary business functions.
Companies opt for outsourcing to tap into global expertise or to benefit from a diverse international workforce. Outsourcing can be domestic or international, with the latter often referred to as offshoring.

value adding Solutions

For over a decade Ec3 Solutions have assisted hundred of thousands of customers through innovative and bespoke solutions. These have helped improve customer retention rates across multiple verticals from Telcos; Tracking; Motor and Financial Services.
We white-label and revenue share into your customer book.

Roadside Assistance
(Towing; recovery; guarding)
Designated driving (SDrive)
Lifestyle benefits
Mobile screen replacements (SFix)
Home assistance (Protektor)
Tele Legal 
Emergency panic buttons
Family emergency security (ResQ1)
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chat (we augment with a.i.)

Whether you operate an online sales store, or you have many visitor enquiries, prospective or new customers, they all wish to engage quickly and promptly. If you aren't answering a chat request within 15 seconds, you run the real risk of the client clicking away and going to your competitor.
In this age of younger consumers entering the marketplace, expectations have shifted dramatically in terms of time to respond. Instagram and other social media platforms have set the new benchmark for the NOW & INSTANT gratification.
In fact, shoppers no longer respect "office hours" or the 8 - 5pm. 
As such many of our chat agents even use mobile app versions to answer queries after hours! A polite acknowledgment of the client is often the time that you need to "buy" as the prospect feels heard. Nobody likes leaving messages or emails as more often than not, they end up into a black hole.
The advantage of outsourcing this function is that even smaller organisations can benefit from this managed service, even if many times it's a glorified messaging service :-).​

Customer service Surveys

 
  ​​Are call centre surveys most effective when agent offered or automated
  • Coke or Pepsi, Star Wars or Star Trek, agent offered or automated? It’s often a hotly debated topic among call centre management as well as customer insight and survey experts but whether call centre surveys are offered by the agent or automated is something we’re hearing much more noise about. As employee engagement and getting frontline staff to drive business change becomes more of a priority for the call centre, it’s a topic that’s not likely to go away any time soon.
    Most discussions surrounding this debate tend to centre around the typical pros and cons of agent offered contact centre customer surveys. One of the biggest fears of getting the agent involved when offering surveys is what’s known as ‘cherry picking’. 

    The objective of call centre surveys.

    The sole objective should be giving feedback to drive meaningful action across the business. This means ensuring you have high rates of quality responses from your customers, who are given every opportunity to be as open and honest about your service as possible.
    There’s no better way to get a high volume of high quality responses from your customers that a timely, well-placed survey offer from another human being. Agents need to feel safe in the knowledge that feedback from customers isn’t going to be used as a stick to beat them with.
    Of course, this begs the question: ‘how do we know whether our agents are providing a great service?’

    Do customers understand how their call centre surveys are being used?

    For a great customer experience improvement process, contact centres need to ensure agents and customers understand how their surveys are being used. This means call centres need to start being very clear about what they are going to be doing with the feedback they elicit from customers. Any contact centre customer survey needs to be completed with the confidence that results aren’t going to be used to “over” manage performance, and are going to be used in a constructive way to understand how best to improve the business for its customers
    • Projects Completed:
    • ​Customer Satisfaction - Motor Retail I Telco I Electronics
    • KYC Education I Financial Services
    • Popia Compliance 
    • Political polling
    • ​NGO Health
    • ​Vehicle tracking
    • Financial services
The Consumer Protection Act is an act which protects all customers whether you’re buying a cellphone or car, ​and is fully supported by Ec3. For more information on the Consumer Protection Act, visit  www.dti.gov.za
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​Soft on our people. Tough on our standards.
© 2013 - 2025
​13 Years and counting....