2025 ICMI Best Technology Solution

Great customer
experiences start with great people.

For over two decades, Etech has built contact center teams grounded in servant leadership — teams that stay longer, perform stronger, and care more. Our AI division, ETSLabs, built the analytics, automation, and Voice AI that make every interaction measurable and every agent conversation actionable.

Human expertise. In-house AI. Documented results.

Start a Conversation See Our Work
Etech team
Agent
<5%
Monthly Attrition
Industry avg: 30%+
100% Analyzed

Every interaction scored by QEval. Not 2-5% sampled.

4,000+ team members across 7 global sites
SOC 2 Type II ISO 27001:2022 PCI-DSS HIPAA GDPR MBE Certified Since 2003 Fortune 500 Clients 7 Global Sites 3 Countries 2.5B+ Interactions Analyzed (cumulative platform figure) SOC 2 Type II ISO 27001:2022 PCI-DSS HIPAA GDPR MBE Certified Since 2003 Fortune 500 Clients 7 Global Sites 3 Countries 2.5B+ Interactions Analyzed (cumulative platform figure)
Trusted by industry leaders
Verizon AT&T CVS Health Cox Automotive Bosch Polaris Cencora Aetna Assurant Kroll Penske DeVry University Medallia Citizens Insurance AuditBoard Cars.com InfoArmor National Debt Relief Verizon AT&T CVS Health Cox Automotive Bosch Polaris Cencora Aetna Assurant Kroll Penske DeVry University Medallia Citizens Insurance AuditBoard Cars.com InfoArmor National Debt Relief
0%
Client Retention
Through a year of BPO consolidation and AI disruption
$ 0M+
Tuition Reimbursement
Annual investment in agent education, certifications, and leadership development
0%
Conversion Increase
Documented in select financial services and outbound sales programs through QEval-coached teams
0%
Avg CSAT Score
Sustained customer satisfaction across active programs in telecom, healthcare, and financial services
Zero
Compliance Breaches
22 years of operations across regulated industries and monitored systems
0 yrs
Avg Agent Tenure
Against an industry average under 12 months — people who stay know your customers
0
AI Deployments Delivered
As a full-stack BPO partner
0
Interactions Analyzed
Cumulative platform figure — every one scored, not sampled
Awards & Recognition
2025 ICMI Best Technology Solution
2025 CMP (Contact Management Professional) Leading Provider
SourceForge Customers Love Us
2019 Silver Stevie Award
2023 CCW Winner BPO of the Year
ISO 27001:2022 Certified
Great Place to Work
MBE Certified

Contact Center Outsourcing Done Differently

Five capabilities. One partner. Zero gaps.

Fortune 1000
Customer base across
telecom, healthcare, finance
RUNWe operate
SEEWe measure
BUILDWe engineer
No competitor does all three.
RUN

People Operations

Dedicated agent teams with under 5% monthly attrition, structured career pathing, and a servant leadership culture built to retain talent and deepen program knowledge over time.

SEE

Performance Analytics

100% interaction analysis via QEval, our Performance Management Platform. Sentiment scoring, compliance monitoring, and predictive intelligence applied to every call, chat, and email.

BUILD

Voice AI

Conversational AI agents built by ETSLabs that handle routine interactions and transfer to human agents when judgment, empathy, or complexity requires it.

SEE

Real-Time Optimization

Live coaching, automated QA scoring, workforce management, and improvement loops driven by data from every interaction — not a sample.

BUILD

Automation

RPA, Document AI, workflow orchestration, and custom integrations built by our in-house engineering division. No vendor dependency. No waiting on someone else's roadmap.

Voice AI, automation, and analytics are built in-house by ETSLabs, our technology division. Not licensed. Not outsourced. That is what makes this a full stack.

Explore capabilities

WHY BUYERS SWITCH

Why enterprise teams move to a connected model.

Buyers are exhausted by disconnected tools, AI vaporware, turnover-driven instability, and expanding compliance pressure. These are the four reasons they switch.

TOO MANY VENDORS

One partner. Zero gaps.

Operations, measurement, and engineering stop living in different contracts and different timelines.

3
layers connected inside one system

AI SKEPTICISM

Production over PowerPoint.

Voice AI and automation matter only when they are deployed where the work actually happens. Not demoed. Deployed.

30
day deployment guarantee

HIGH TURNOVER

Performance compounds when teams stay.

Servant leadership is a business advantage because it protects continuity, coaching quality, and customer familiarity.

<5%
monthly attrition

COMPLIANCE PRESSURE

Safe enough for procurement.

Security is operational discipline, not a footer badge. 22 years of regulated operations. Zero breaches.

22 yrs
with zero breaches

INDUSTRIES WE SERVE

Deep vertical expertise across regulated, high-volume industries.

The best contact center programs are built around how your industry actually works. Here is ours, sector by sector.

22 years

Telecommunications

Outbound telesales, retention, technical support, and schedule management for wireless and broadband carriers. Fortune 500 partnerships spanning two decades.

Verizon, AT&T, GigaPower, Link Mobility
Multi-year

Healthcare

HIPAA-compliant patient scheduling, claims support, and care coordination. 100% interaction monitoring applied across all program types.

CVS Health, Aetna, Cencora, Carewell
15+ years

Financial Services

Insurance claims, banking support, and fintech customer operations with PCI-DSS compliance built into every process.

Assurant, Citizens Insurance, SWBC
10+ years

Retail & E-Commerce

Order management, returns processing, and omnichannel customer care at seasonal scale.

Nutrisystem, Cars.com, Dollar Days
Expanding

Technology & SaaS

Technical support, customer success, and onboarding for enterprise software platforms.

AuditBoard, Medallia, Phone.com
Active

Home Services

100% interaction analysis surfaces supply chain signals, scheduling gaps, and dispatch inefficiencies that manual QA at 2–5% sampling rates simply cannot see.

Cox Automotive, Paul Davis, Bosch

WHAT WE DO

We handle the conversations that shape your brand.

Whether you need fully outsourced operations or a targeted set of services — customer care, sales, quality analytics, or back office — Etech delivers the people, technology, and oversight in one engagement.

Customer Care

Voice, Chat, Email, Social

Inbound and outbound support delivered by agents who know your program — not agents who just started it. With an average tenure of 6.3 years against an industry average under 12 months, they bring deeper product knowledge, fewer retraining cycles, and measurably better customer handling over time. English and Spanish delivery, onshore through offshore, scaled to your volume.

Learn more

Sales & Revenue Growth

B2B and B2C Outbound

Consultative selling teams coached on every interaction via QEval. Documented 79% conversion lift in select financial services programs, driven by data-informed call flow optimization, behavior modeling, and targeted coaching on the specific behaviors that correlate to conversion.

Learn more

Quality & Analytics

100% Interaction Coverage

QEval, our Performance Management Platform, evaluates every customer interaction across all channels. Automated coaching, compliance monitoring, and sentiment scoring — delivered without the blind spots of traditional 2–5% sampling.

Learn more

Back Office & Technical Support

Processing, Scheduling, Tier 1-2

Claims processing, appointment scheduling, order management, and technical troubleshooting — all backed by Document AI and RPA built by ETSLabs. 100% quality monitoring across every transaction type.

Learn more

OUR PEOPLE

When your agents stay, your customers notice.

The people answering your customers' calls tomorrow are the same people who answered them last year. And the year before that.

That continuity does not happen by accident. It is the result of servant leadership, deliberate career development, and a culture where staying is worth it. Agents who stay become experts — in your product, your customers, and the patterns that move good interactions to great ones.

Most contact centers replace their workforce and call it normal. We built an operating model that makes people want to stay — and then gave them a reason to grow.

<5%
Etech monthly attrition
Team
“If we take care of our people, the numbers will take care of themselves.”
Matt Rocco, CEO

THE COMPOUNDING ADVANTAGE

Servant leadership is not a value statement. It is our operating model.

Most BPOs treat attrition as a cost of doing business. We treat retention as the foundation of every outcome we deliver. Servant leadership is the input. Performance is the output. The flywheel connects them.

"Every data point we have confirms it: the longer an agent stays, the better every metric gets. Servant leadership is not soft. It is the hardest competitive advantage to replicate."

Matt Rocco President & CEO, Etech Global Services
6.3 yrs
Avg agent tenure
<5%
Monthly attrition
95%
Client retention
01
Servant Leadership

Leaders serve the team first. Hiring, coaching, and recognition all orient around putting people in a position to succeed.

02
Agents Stay

When people feel valued, they stay. Under 5% monthly attrition vs. the 30%+ industry average. Average tenure: 6.3 years.

03
Agents Learn

Tenure compounds knowledge. Agents develop deep product fluency, handle complexity faster, and mentor new hires organically.

04
Outcomes Improve

Experienced, supported agents deliver measurable gains: 79% conversion lift, 92% CSAT, 35% AHT reduction, all documented.

05
Clients Stay

Better outcomes build trust. 95% client retention. Relationships measured in decades, not quarters.

06
The Loop Closes

Retained revenue funds deeper investment in people, technology, and AI. The cycle accelerates with every turn.

THE LOOP NEVER STOPS

OUR STORY

We kept 400 jobs from disappearing. Then we grew.

In 2003, a major carrier was closing its Nacogdoches, Texas contact center. Three days before the doors shut, our founders acquired the operation and saved every job. That decision defined our culture: people come first, and the results follow.

Twenty-two years later, Etech is a contact center BPO operating 7 centers across three countries. We built ETSLabs, our AI and analytics division, to do what no contact center outsourcing provider had done: build the technology alongside the operations, in the same company, on the same problems. No mergers. No acquisitions. No licensed technology. Organic growth built on the premise that agents who stay longer perform better, and performance measured across 100% of interactions improves continuously.

Unlike a generic BPO vendor, Etech operates as a contact center partner with in-house engineering tied directly to operations.

22yrs
Operating History
4,000+
Team Members
7
Global Sites

TRANSPARENT INVOICING

One invoice. One line item. Zero surprises.

Most contact centers bury the real cost across a dozen line items. We include everything in one clear rate, with every expense pre-approved before work begins.

Etech Invoice Monthly
Agent hours
(all-inclusive) - Rate agreed upfront. $XX,XXX

Includes: supervisors, QA, training, technology, telecom, compliance monitoring, reporting, and management oversight.

Every expense pre-approved. No exceptions.

Typical BPO Invoice Monthly
Agent hours (blended rate) - $XX,XXX
Supervisor allocation (25% markup) - $X,XXX
QA & training fee - $X,XXX
Technology platform fee (per seat) - $X,XXX
Telecom surcharge - $XXX
Compliance & recording fee - $XXX
Overtime markup (1.5x) - $X,XXX
Management fee (8%) - $X,XXX

+ additional fees may apply without notice.

PROVEN OUTCOMES

What the work looks like.

Documented results from active and completed programs. Client names available under NDA.

Telecommunications

CHALLENGE

Inconsistent agent performance, high AHT, unnecessary truck roll dispatches, and low quality scores across inbound technical support and retention programs.

SOLUTION

100% interaction analysis via QEval. AI-powered coaching on retention behaviors, troubleshooting adherence, and call flow compliance. Data used to identify and eliminate unnecessary truck roll dispatches.

RESULTS

79%
Conversion lift
<5%
Monthly attrition
14.2M+
Compliant interactions
Healthcare

CHALLENGE

Subpar output accuracy after one year of operations, increasing customer effort, and negative sentiment trends across engagement channels.

SOLUTION

Rigorous gap analysis, agent training optimization, fraud detection process improvements, call flow redesign, and systematic dissemination of best-performing agent behaviors.

RESULTS

35%
Handle time reduced
100%
Interactions analyzed
HIPAA
Full compliance
Home Services

CHALLENGE

Supply chain visibility gaps hidden in customer call data, missed by 2-5% manual QA sampling.

SOLUTION

100% interaction analysis identifying product and logistics issues, feeding insights directly to operations leadership.

RESULTS

30%
More volume, same headcount
100%
Call coverage vs 2-5%
Direct
Supply chain intelligence

YOUR AI JOURNEY

We help you define the entire roadmap. Not just the first step.

Many companies come to us after deploying AI tools without a clear operational plan. Whether you need contact center outsourcing consulting to map the right architecture, or a full suite of BPO services that combines people, AI, and analytics, we start with an honest audit of where you are and what you actually need.

That makes us a practical partner for contact center outsourcing consulting and broader BPO services — not just a point technology deployment.

95%

client retention through a year of displacement.

Clients stayed because we already deliver AI as part of the operation — not as an add-on.

01

Assess

We audit your interactions, identify which touchpoints benefit from AI and which require human judgment, and map where the gaps are costing you money or customer satisfaction.

02

Design

We build your CX architecture: where Voice AI handles volume, where agents add value, where analytics close the loop. People are placed at every point where judgment matters.

03

Deploy

Trained agent teams, AI quality monitoring, automation workflows, and integrations that connect to your existing systems. Typical deployment: 30-90 days.

04

Optimize

Continuous improvement through 100% interaction analysis. Every call, chat, and email is scored and used to refine both human and AI performance over time.

At every stage, people are placed where they create value. AI handles volume. Agents handle complexity. Analytics make both better. That is a solution design, not a headcount proposal.

TECHNOLOGY

We do not license our core technology. We build it.

ETSLabs develops the platforms our agents use every day. When operations identifies a problem, engineering resolves it — no vendor ticket, no waiting on someone else's roadmap, no external dependency.

Operations finds a gap. Engineering closes it.

Other BPOs file a ticket with their vendor and wait. Our agents and engineers work in the same company, on the same problems, in real time.

Performance Management Platform - QEval: 100% interaction analysis with AI scoring, automated coaching, and compliance monitoring across all channels.
Omnichannel Platform Voice, SMS, email, and chat orchestration with unified interaction history and real-time agent context.
Voice AI Agents Conversational automation with human handoff for interactions requiring judgment. Typical deployment: 30–90 days.
Workflow Automation RPA, Document AI, and process automation for back-office operations at scale.
250+
Software engineers
ETSLabs, our technology division
14+
Years of SaaS experience

ENTERPRISE SECURITY

Compliance is not a feature. It is a requirement.

Every Etech facility, system, and process is built to meet the security and compliance standards that enterprise procurement teams require before any operational evaluation begins.

22 years. Zero breaches across all monitored systems and facilities.

SOC 2 Type II

Annual audit of security controls, availability, and confidentiality

ISO 27001:2022

International information security management certification

PCI-DSS

Payment card industry data security for financial transactions

HIPAA

Protected health information compliance for healthcare programs

GDPR

EU data protection regulation compliance for global operations

MBE

NMSDC-certified minority-owned business enterprise supporting supplier diversity

WHERE WE ARE

7 sites. 3 countries. One standard of care.

4 sites

United States

Nacogdoches, TX (HQ)
San Antonio, TX
Lufkin, TX
Dallas, TX
1 site

Jamaica

Montego Bay
2 sites

India

Gandhinagar, GJ
Vadodara, GJ

Let's start with
a conversation.

Our contact center outsourcing engagements start with a direct conversation, not a pitch deck. Tell us what you are trying to solve, and we will tell you honestly whether we are the right fit.

Schedule a Call Request a Proposal
30-90 day
Typical deployment
95% retention
Client partnerships
MBE Certified
Supplier diversity