INDUSTRIES Vertical experience across 14 sectors

Contact Center Outsourcing by Industry: Outcomes You Can Measure.

Your industry carries rules, pressure points, and risk calculus that generic BPOs miss. You get a dedicated vertical team that already knows your systems, your regulators, and the metrics your operations leaders are graded on. One operating model. Fourteen industries. Documented outcomes on every one.

See your industry Talk with a vertical lead
14
Industry divisions
Zero breaches in 22 years

WHAT YOU GET

A team that already speaks your industry.

You get a dedicated operations leader for your vertical. Agents trained on the systems and language your customers expect to hear. QA scored against the rules your regulators actually write down, not a generic rubric. And the same operating spine underneath every program, so what we deliver in healthcare is measured the same way as what we deliver in retail.
Etech is an outsourced contact center and BPO operating across 14 industry verticals — from telecom and healthcare to financial services and breach response — with documented outcomes on every one.

FIND YOUR INDUSTRY

14 Industries. One Outsourced Contact Center Model. Documented Results on Every One.

What we hear from operations leaders in your sector, what you get from a vertical division, and the documented outcome we are willing to put on the page.

Telecommunications Primary vertical

Telecommunications

What we hear

“Our SMB segment is under-served, outbound feels like a compliance minefield, and conversion rates are stuck.”

What you get

B2B and SMB telesales discipline. Champion-Challenger scripting. Zero TCPA violations across 14M+ annual interactions. Authenticated contact rates above 50%. 19 years on national carrier programs.

Documented outcome 8.6%

conversion recovered from a 4.8% baseline on a top-5 wireless B2B program.

See Telecommunications programs →
Healthcare & Life Sciences HIPAA operations

Healthcare & Life Sciences

What we hear

“We need HIPAA-clean conversations and faster resolution without losing the empathy our members expect.”

What you get

HIPAA as baseline. PHI redaction with NER models, no PHI stored from day zero, third-party attested. AHT down. First Contact Resolution lifted from under 70% to above 90% inside 90 days.

Documented outcome $2M+

annualized capacity recovered for a Fortune-10 pharmaceutical distributor.

See Healthcare programs →
Insurance Catastrophe-ready

Insurance

What we hear

“When catastrophe hits, our queues melt. We need a partner who can scale in 72 hours, not 72 days.”

What you get

Licensed US-resident agents on the line. CAT response playbooks rehearsed. 24/7/365 FNOL and claims-status coverage. State DOI and NAIC posture enforced at the desktop.

Documented outcome 924

certified agents live in 72 hours during Hurricane Milton. 99.79% answer rate. 97.35% service level.

See Insurance programs →
Banking & Financial Services PCI-DSS Level 1

Banking & Financial Services

What we hear

“Compliance training takes too long, and when agents finally ramp, they leave.”

What you get

PCI-DSS Level 1 operations. GLBA Safeguards posture. SOC 2 Type II. Tenure averaging 6.3 years keeps compliance depth inside the team and out of your retraining budget.

Documented outcome $2.8M

annual savings delivered to a $60B regional bank with 100% FCRA accuracy and zero TCPA across 10M+ annual dials.

See Banking & Financial Services programs →
Technology & SaaS Product experts

Technology & SaaS

What we hear

“We have outgrown transactional support. We need product experts who can hold renewal conversations across EU and APAC, around the clock.”

What you get

Tier 1 / 2 / 3 with engineering resources and PMP-certified program management. Product experts trained on your platform. 24/7/365 follow-the-sun coverage. SOC 2 Type II attested.

Documented outcome 35%

AHT reduction in enterprise SaaS support with CSAT held above 92.

See Technology & SaaS programs →
Retail & QSR Peak elasticity

Retail & QSR

What we hear

“Our volume swings 3x during peak season. We cannot keep paying for that capacity year-round.”

What you get

Elastic capacity for promo, holiday, and live-ops surges. WISMO deflection through Voice AI. Tenured product experts hold the conversations that move retention. PCI-DSS Level 1 on every order.

Documented outcome +20 pts

save pitch rate in 60 days on a DTC subscription program. 3x peak capacity flexed without quality drop.

See Retail & QSR programs →
Automotive Dealer + consumer

Automotive

What we hear

“Our dealer network and our consumer channels get conflated, and nothing tells us which script is actually winning.”

What you get

Champion-Challenger scoring with side-by-side scorecards. VDI-secured separation of dealer-facing and consumer-facing queues. Voice AI deflects warranty status and scheduling, tenured agents hold recall and CSI.

Documented outcome 98%

multi-brand CSAT across 12 OEM brands. 576,572 interactions analyzed in six months on warranty and recall.

See Automotive programs →
Public Sector Auditable operations

Public Sector

What we hear

“We are accountable for every interaction. Sampling 2% of calls is not a defense in front of a state oversight committee.”

What you get

100% interaction coverage through QEval. FOIA-aware documentation. FedRAMP awareness, StateRAMP, FISMA alignment, Section 508, ADA WCAG 2.1 AA.

Documented outcome 22 yrs

of regulated program operations with zero compliance breaches. Unemployment and Medicaid surge programs delivered.

See Public Sector programs →
Gaming & Entertainment Launch-ready

Gaming & Entertainment

What we hear

“Traffic spikes overnight on a launch. Our brand lives and dies on the first 48 hours of player sentiment.”

What you get

24/7 elastic staffing with speech analytics tracking sentiment as it happens. Trust and safety moderation queues. Scripted refund and account-recovery discipline. COPPA and GDPR posture enforced.

Documented outcome 100%

QA coverage on player support, trust and safety, and VIP retention queues. Surge ramp documented under launch pressure.

See Gaming programs →
Pharmaceutical On-label discipline

Pharmaceutical

What we hear

“Every word said to a patient or HCP has to be on-label, logged, and defensible. And if an adverse event slips, the next call is from compliance.”

What you get

Scripted adherence measured on 100% of interactions. Adverse-event capture within session, MedWatch-compatible documentation, 15-day expedited reporting workflow. HIPAA-grade redaction.

Documented outcome AE in session

adverse-event capture documented and routed to pharmacovigilance for medical information lines and patient hubs.

See Pharmaceutical programs →
Professional Services Senior judgment

Professional Services

What we hear

“Our clients expect senior judgment on the phone, not a call center reading from a card. And privilege has to hold.”

What you get

Tenured agents averaging 6.3 years. Attorney-client privilege protocols. AICPA confidentiality posture. Tax-season surge staffing rehearsed before April hits.

Documented outcome Less Than 5%

monthly attrition keeps senior judgment on the line. Tax-season surge delivered without privilege exposure.

See Professional Services programs →
Energy & Utilities Outage-ready

Energy & Utilities

What we hear

“Outages are when our customers judge us. We cannot be on hold during a storm.”

What you get

Storm-surge staffing playbooks. Multi-site redundancy across 7 global locations. NERC CIP awareness. State PUC-aware messaging. IVR and agent-assist integrated for priority routing.

Documented outcome 7 sites

follow-the-sun redundancy. Storm-surge staffing rehearsed and documented for utility programs.

See Energy programs →
Education Academic partnerships

Education

What we hear

“Enrollment, financial aid, and student support need consistency across a long life cycle, from inquiry to alumni.”

What you get

FERPA and Title IV posture. Enrollment cycle, financial aid, student services, retention, and alumni programs. ADA WCAG 2.1 AA on student-facing channels.

Documented outcome ISTS + DeVry

long-running enrollment, financial aid, and student services partnerships across the academic life cycle.

See Education programs →
Breach Response & Identity Protection Crisis scale

Breach Response & Identity Protection

What we hear

“When an incident hits, we go from zero to thousands of worried callers overnight. Empathy and accuracy cannot slip.”

What you get

72-hour activation. Surge staffing rehearsed. QEval calibration from hour one. Trauma-informed protocols, licensed counselor escalation, state breach notification posture.

Documented outcome 72 hrs

to live coverage on identity protection and breach response programs including Kroll and IDX. 100% QA coverage from day one.

See Breach Response programs →

WHAT YOU GET FROM A VERTICAL DIVISION

Your Industry-Specific BPO Should Already Know Your Rules.

Most BPOs claim multi-industry experience and then drop your program into a shared pool. You end up paying to retrain agents who have never seen your systems and never read your regulators. We organize around your vertical so the people on your account already know your rules, your rhythm, and your reporting requirements.

A named leader who owns your outcome

You get an operations leader assigned to your division, not a shared pool. They are graded on the metrics in your contract.

Agents trained on your systems

Your PDD curriculum is built for your stack. Carrier ordering, FNOL workflows, GRC platforms, dealer CRM, student aid portals. Whatever your agents have to navigate, ours already do.

QA scored against your rules

QEval scoring criteria are written for your regulators. What counts as on-label in pharma is not what counts as on-brand in QSR. We do not give you a generic rubric.

Compliance at the desktop, not in the binder

HIPAA, PCI-DSS Level 1, TCPA, SOC 2 Type II, ISO 27001:2022, GDPR enforced where your agents actually sit. 22 years with zero breaches.

YOUR REGULATORS, YOUR FRAMEWORK

Compliance built for the agency that audits you.

Your industry has a regulator. Your team gets a QEval rubric and an agent desktop tuned to that regulator. We do not hand you a generic compliance binder and ask you to interpret it.

Industry
PRIMARY REGULATORY FRAMEWORKS
Telecommunications
TCPA, CPNI, state UCC
Healthcare & Life Sciences
HIPAA, HITECH
Insurance
State DOI, NAIC data standards
Banking & Financial Services
PCI-DSS Level 1, GLBA, SOC 2
Technology & SaaS
SOC 2 Type II, GDPR, CCPA
Retail & QSR
PCI-DSS, CCPA
Automotive
State consumer protection, TCPA
Gaming & Entertainment
State gaming commissions, responsible gaming
Public Sector
FedRAMP-aligned, state procurement
Pharmaceutical
FDA promotional, adverse event reporting
Professional Services
Client-specific confidentiality, SOC 2
Energy & Utilities
State PUC, NERC-adjacent
Education
FERPA, Title IV, state education codes
Breach Response & Identity Protection
State breach notification laws, HIPAA where applicable

DOCUMENTED OUTCOMES

Contact Center Outsourcing Results by Industry: One Number on Every Vertical.

Every vertical we operate in has produced a number we are willing to put on the page. Client names live under NDA. The numbers do not.

Telecommunications
8.6%

conversion recovered from a 4.8% baseline on a top-5 wireless B2B program.

Healthcare & Life Sciences
$2M+

annualized capacity recovered for a Fortune-10 pharmaceutical distributor.

Insurance
924

certified agents live in 72 hours during Hurricane Milton. 99.79% answer rate. 97.35% service level.

Banking & Financial Services
$2.8M

annual savings delivered to a $60B regional bank with 100% FCRA accuracy and zero TCPA across 10M+ annual dials.

Technology & SaaS
35%

AHT reduction in enterprise SaaS support with CSAT held above 92.

Retail & QSR
+20 pts

save pitch rate in 60 days on a DTC subscription program. 3x peak capacity flexed without quality drop.

Automotive
98%

multi-brand CSAT across 12 OEM brands. 576,572 interactions analyzed in six months on warranty and recall.

Gaming & Entertainment
100%

QA coverage on player support, trust and safety, and VIP retention queues. Surge ramp documented under launch pressure.

Public Sector
22 yrs

of regulated program operations with zero compliance breaches. Unemployment and Medicaid surge programs delivered.

Pharmaceutical
AE in session

adverse-event capture documented and routed to pharmacovigilance for medical information lines and patient hubs.

Professional Services
<5%

monthly attrition keeps senior judgment on the line. Tax-season surge delivered without privilege exposure.

Energy & Utilities
7 sites

of follow-the-sun redundancy. Storm-surge staffing rehearsed and documented for utility programs.

Education
ISTS + DeVry

long-running enrollment, financial aid, and student services partnerships across the academic life cycle.

Breach Response & Identity Protection
72 hrs

to live coverage on identity protection and breach response programs including Kroll and IDX. 100% QA coverage from day one.

THE OPERATING SPINE

Same standards, every vertical.

22yr
Regulated operations
4,000+
Team members
14
Industry divisions
7
Global sites
95%
2025 client retention

COMMON QUESTIONS

Common Questions About Outsourced Contact Center Operations.

Do you run dedicated agent teams per client, or shared pools?

Dedicated. Every client program has a named operations leader, a dedicated agent group trained on your systems and scripts, and QA scored against your rubric. No shared pools across clients.

How fast can you launch in a new vertical?

Standard launch is 30-45 days for mid-scale programs and 90 days for enterprise transitions. Our PMP-certified implementation team runs Initiation, Planning, Execution, Monitoring, and Closing phases with soft launch and hard launch gates.

We operate in a regulated industry. How is compliance enforced at the agent level?

Compliance rules are embedded in QEval scoring, agent-assist prompts, and the onboarding curriculum. 100% of interactions are analyzed against compliance criteria, not sampled. 22 years with zero compliance breaches.

Can you surge during catastrophic events or product launches?

Yes. We have deployed 924 certified agents within 72 hours during a major hurricane event, and routinely scale QSR programs from 75 base resources to 150+ for seasonal peaks. Surge playbooks are part of onboarding.

Do you sub-contract, or is work performed in-house?

All client work is performed by Etech employees across our owned and operated sites in the US, Jamaica, and India. No subcontracting.

TELL US ABOUT YOUR CONTACT CENTER

Which industry brought you here?

Tell us your vertical, your volume, and what is hurting. The operations leader who runs that division will be on the call, not a generic sales team.

Talk with a vertical lead Request proposal