The sectors which are serviced include telecommunications, financial services, online gaming and vehicle tracking. Not only are lapsed customers reactivated, new value added services are upsold into the client bases on a revenue share basis. This natural upswing in ARPU (average revenue per user) with differentiated value ensures greater loyalty and a competitive advantage to Ec3's partners.
Quality is the cornerstone of the business, with 100% of calls being audited before being loaded or submitted. This naturally has a greater input cost, where BPO competitors typically get away with sampling at around 30%. The returns for partners have been worth the investment, however, with fewer complaints, cancellations and greater net sales conversion rates.
In 2018, Ec3 employs over 130 staff in their 1200sqm premises, with aggressive plans to expand to over 200 souls in the financial year. Consistent re-training of staff has afforded many to expand into different departments like IT, recruitment and training. With a policy of promoting from within, this has led to lower staff turnover and leaders being developed to head new campaigns as they come on board.
Apart from the best basic salaries in Durban as well as uncapped commissions, staff enjoy many other benefits. These include a Group Life Scheme, free emergency benefits and even the day off on their birthday. As many staff are parents, they understand that work/life balance is critical. As such, they are one of only a handful of contact centres that don't work on weekends.
Although now five years in existence, the mind-set of a flexible start-up endures. With this maverick, can-do mind set a certain culture is required to flourish. The shareholders are arms-deep into the daily business, ensuring the right type of people are attracted and nurtured. As a non-negotiable, all candidates are observed to ensure they fit what is known as the Magical 7. It is these attributes which need to be naturally appearing should the business wish to keep its particular uniqueness:
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A student mentality (be open to learning)
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Attendance (no snooze buttons!)
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Time-keeping (lateness shows a lack of respect)
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Right attitude (positive and happy)
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The recipe (will stick to our scripts and training)
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Don't quit (looking for people with grit)
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A reason (to want to achieve beyond self)
MD Juan Volschenk sums this up beautifully:
"Not everybody is built for this type of business. Sales, and being on the phones all day is a tough game. Ec3 is maverick and determined with the highest standards which not everyone will buy in to. And that's okay - we want the hungriest, most ambitious people with that extra special sherbet within them that will help shift the lives of the Durban community. If they are prepared to roll up their sleeves, listen, learn and apply our teachings, they can earn money beyond their ildest dreams!"
