How we operate

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

    Make an outsourcing enquiry

Sorry, we don't "cold call".
​

Lead generation using this method is neither

effective ​nor profitable for either party.

Speak to us about more

effective ways of engagement.

However we can do B2B appointment setting using your dataset.

A South African company that speaks to the world.

Picture
Australia / New Zealand
Picture
South Africa
Picture
North America and Canada
Picture
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.

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.

From easy to exceptional.

When creating customer experiences we’re driven by two imperatives:

Make it easy. Make it exceptional.

Reducing customer effort encourages loyalty, preventing the frictions that can lead to discontent and defection.
Making the experience exceptional creates the “wow factor” that sets you apart. It’s the source of loyalty, advocacy and true competitive advantage.
We want you to have both loyalty and advocacy: customers that love you and tell their friends they do. So, we’ve built the capability to design, measure and constantly improve the customer experience. And we empower our teams to deliver that experience with confidence and passion.

Design

Our customer journey design teams will help you whether you want to design a customer journey from scratch or refine one you already have. We use analytics to understand how customers currently interact, where points of friction might arise and how they can be avoided. We focus on “easy” first; making it simple, quick and intuitive for customers to get what they need. Then we look for “exceptional” – the extra that enhances your brand and brings delight. Taking an omni-channel approach, we design journeys that are seamless and consistent, however customers choose to interact. And we look for ways to bring digital channels – accessible for customers and cost effective for you – to the fore.

Measure

Because “easy” is the source of loyalty and “exceptional” the source of advocacy, we calculate both customer effort score and Net Promoter Score on every client programme. When it comes to customer effort we look first at speed to resolve and first time resolution. Improving these measures boosts satisfaction and retention. It also has the happy side effect of reducing operational effort (and cost) for you. When it comes to NPS we like to be precise. By contacting customers immediately after every interaction and asking about its impact on their likelihood to recommend, we get a true measure of our impact on advocacy.

Improve

In every client engagement we manage for continuous improvement. Dedicated analysts within our Performance Insight teams constantly evaluate both operational and Voice of the Customer data from every client program. They use it to provide our operational and account managers with proactive improvement recommendations. Within every account team we have a customer advocate – responsible for making sure that the customers’ interests are considered in every operational decision we make. With this rigorous, analytics-based approach, we ensure that the customer experience we deliver gets better and better over time.

Empower
​
​Whether taking a call, engaging over social or supporting a digital interaction through webchat, the advisor has a central role in delivering the customer experience. We train our advisors to be passionate advocates of your brand and empower them to make good decisions fast.
Their own performance is measured according to the impact they have on customer effort and NPS scores – ahead of standard operational KPIs. Our employee engagement programmes reinforce the difference they can make. At 211°F water is hot. At 212°F it boils, creating steam that can power a locomotive. We show advisors how, by raising their performance by a single degree, they can be a powerhouse of customer experience excellence.

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)
Mobile screen replacements (SFix)
Home assistance (Protektor)
Legal 
Emergency panic buttons
Family emergency security (ResQ1)
​

Webchat

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 to date:
      ​Customer Satisfaction - Motor Retail I Telco I Electronics
      Political polling
      ​NGO Health
      ​Vehicle tracking
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