In 2003, BellSouth announced it was closing a call center in Nacogdoches, Texas, a town of 33,000 people. Dilip Barot led a team that purchased the operation and kept every employee. Matt Rocco became CEO and built the company around the belief that people who are treated well will treat customers well. That belief still runs the company.
Our Story
In 2003, BellSouth was shutting down its call center in Nacogdoches, Texas. For a town of 33,000 people, 400 jobs disappearing at once was an economic event. Dilip Barot, an entrepreneur with ventures spanning real estate development and technology infrastructure, led a group that acquired the operation. Matt Rocco, with decades of BPO experience at Dun & Bradstreet and BellSouth, became CEO. The premise was simple: run the operation well, invest in the people, and the business follows.
Nacogdoches became the anchor. The company expanded across East Texas, then to Jamaica in 2010, then to India, where ETSLabs now houses 250+ engineers. Each site launch followed the same pattern: hire locally, promote from within, measure everything.
Rather than license quality monitoring software, the company built its own. QEval started as an internal tool and became a commercial Performance Management Platform. ETSLabs, the engineering division, grew into a 250-person AI lab. The company that started as a traditional BPO now runs the operation, built the intelligence platform, and has an AI lab that ships production solutions in 30 to 90 days.
A company measured by how it treats people, not by how many calls it answers.
Operations, technology, and people development under one company.
The Etech Journey
10x growth in 22 years. Zero compliance breaches.
BellSouth announces closure of its Nacogdoches call center. Dilip Barot assembles an acquisition group to save 400 jobs. Matt Rocco becomes CEO.
Etech Global Services founded in June. Nacogdoches HQ opens. Gandhinagar, India launched in September. Global from year one.
Lufkin, Texas center opened. Multi-site domestic delivery begins.
Vadodara, India center launched. Engineering talent pipeline begins.
Montego Bay, Jamaica center opened. Three-country delivery model complete.
Dallas, Texas center launched. Urban talent pool added to complement East Texas operations.
ICE Platform (precursor to QEval) built in-house. 100% interaction analysis begins.
2,500 people across multiple sites. Growth without acquisitions.
Nearly 3,000 team members. Engineering division established as the AI and product lab.
San Antonio center opened. Voice AI, Speech AI, RTAA, and automation products in production.
50+ active clients. QEval launched as SaaS platform. CCW BPO of the Year.
4,000+ team members. 250+ engineers. 2.5B interactions analyzed. 7 global sites.
Organic growth. Zero acquisitions.
From 400 employees to 4,000+ across 7 sites in 3 countries.
What Makes Us Different
Most contact center operators do one thing. They run the phones. If you want quality analytics, you license a platform. If you want AI, you hire a vendor. At Etech, the same company runs the operation, built the performance management platform, and has an AI lab that ships production solutions in 30 to 90 days.
4,000+ people across 7 sites. Under 5% monthly attrition. 6.3-year average tenure. Servant leadership as the operating model, not a slide deck value.
Performance Management Platform covering 100% of interactions. Built by the same people who run the operation. ICMI Best Technology Solution 2025.
250+ engineers. Voice AI, Speech AI, RTAA, automation. 30 to 90 day deploys. Zero vendor dependencies.
Recognition
Recognized across employer quality, technology innovation, operational excellence, and analyst evaluations over 22 years.
Third consecutive year on the Forbes list
Forbes
QEval Performance Management Platform
International Customer Management Institute
Contact center operations excellence
Customer Contact Week
Major Contender designation
Everest Group
America's Dream Employers 2025
Newsweek
CMP Leading Provider 2025
Quality Monitoring Category
QEval SourceForge Top Performer 2025
SourceForge
GESIA Best BPO/KPO 2024
Three-time winner
Stellar Business Award 2023
U.S. Chamber of Commerce
TrustRadius Tech Cares 2023
Corporate social responsibility
ICMI Finalist 2024
Best L&D and Best Strategic Value
Asian American Diverse-Owned Business 2025
Supplier diversity recognition
Top 500 BPO (OA500) 2024
Time Doctor / Outsource Accelerator
Stevie Awards
Multiple years, sales and service categories
PACE Awards
Multiple years, contact center performance
U.S. Chamber Corporate Citizenship 2004
Community impact recognition
Talk to our team about your program. We will show you the operation, the platform, and the numbers behind both.
