•   March 31, 2010 Etech Expands Bilingual Contact Center in Pasadena, Texas

    Nacogdoches, TX, March 31, 2010: Etech a global business process outsourcer, has announced plans to continue expansion of their dedicated bilingual contact center in the Houston suburb of Pasadena, Texas.


    In 2007 a Fortune 10 company and one of Etech’s business partners recognized an opportunity. The marketplace for their services was under-penetrated particularly with Hispanic customers. Etech responded boldly by making a commitment establishing a bilingual contact center to serve these customers. As individuals were able to engage in the language of their preference, Etech has seen Spanish as the language of choice in more than six of ten interactions. This client’s foresight around this opportunity and Etech’s partnership paid dividends as sales conversion rates, sales per hour, revenue per hour and customer satisfaction experienced significant and sustained increases.This client is realizing the positive benefits for their brand, in customer retention and overall to their bottom line.


    Etech’s bilingual contact center started with just 20 team members doing outbound sales. Today the center has grown to over 100 team members doing outbound and inbound sales, customer service and web chat for clients in a variety of verticals. It is expected that by the end of 2010 the center will grow to 250+ team members.


    According to Matt Rocco, Chief Operating Officer, “We are excited to announce these expansion plans. The city of Pasadena has been wonderful to work with and they continue to demonstrate they can provide the labor market to meet the demands of our customers.” Rocco stated, “The fastest growing demographic group in the US is Hispanic. Presently, they spend about $700 billion dollars annually and are expected to surge to over $1 trillion per year by the end of the decade. Our Fortune 150 customers continue to seek call center partners who have access to bilingual skills within their labor markets. The team members we continue to recruit in Pasadena are highly talented, fluent in both English and Spanish and have great attitudes. With competition continuing to escalate we expect more and more companies to creatively pursue new and expanded relationships with this demographic . . . the Hispanic group is an economic powerhouse and Etech is prepared to help our partners reach them effectively through outbound, inbound or web chat channels.”


    About Etech Global Services

    Etech has provided Business Process Outsourcing services for over twelve years. We are a Tier One preferred provider for several Fortune 500 companies, with diverse clientele in the telecommunications, education, retail, financial services, travel, data provider and yellow page publishing industries.


    Etech is PCI Compliant, ISO 9000 certified, a certified Minority-owned Business Enterprise (MBE) and a designated Corporate Plus member of the National Minority Supplier Development Council with 2,000 team members across our U.S., India and Montego Bay, Jamaica facilities. We maintain high standards of quality, customer service and sales skills and are the first choice in providing inbound and outbound sales and service, web chat, quality assurance, email fulfillment, collections and business process outsourcing. Visit www.etechtexas.com to learn more about our business, our service offerings and our customers.




    John Tusa, Vice President
    Office: (936) 559-2231 Fax: (936) 559-2225
    Email: john.tusa@etechinc.com

    Jim Iyoob

    Jim Iyoob is the Chief Customer Officer for Etech Global Services. Jim has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. Jim has an impeccable track record of innovation and advanced business intelligence. Based on his level of expertise, Jim has been featured in numerous publications including CIO Review, Contact Center Pipeline, Connections Magazine, and was also listed as one of the ‘Top 20 Influential People to Follow’ on Twitter by “Iwantitnow”. He has co-authored three books on the call center quality monitoring.