80% of major US telecom operators trust the same partner with B2B telesales, consumer care, fiber locate, retention, and win-back programs. The oldest contract has run for 19 years. The numbers on this page belong to those programs. Our job is to keep producing them.
What telecom leaders tell us
Procurement teams are tightening financial qualification. The FCC is tightening revocation and consent rules. Regional RFPs are replacing national ones. And every carrier wants more outcomes per seat, with proof.
Etech’s outsourced telecom management and telecom outsourcing services are built for this environment — with zero TCPA violations across 10M+ dials, 19-year carrier relationships, and a compliance posture that was already current before the FCC’s 2025 revocation rules took effect.
"Our SMB segment is under-served. Outbound feels like a compliance minefield. Conversion is stuck under ten percent and every audit risks a fine."
"We run six BPO vendors. Two are in financial restructuring, one had a breach last year, and none of them own their own QA platform. We want fewer partners, not more."
"Revocation audit trails across SMS, voice, email, and web are now an RFP gate. Half our bidders cannot produce a clean chain of consent on demand."
20 years on carrier programs
The programs listed below have run for 19 continuous years on the same carrier, through 3 CEO changes at the client, 2 regulatory overhauls, and 1 global pandemic. The oldest agents on those programs have been on the account longer than most account executives have been in the industry.
First national wireless program launched.
B2B SMB telesales discipline formalized across carriers.
QEval production begins on carrier programs.
Champion-Challenger methodology standardized. Fiber locate support scaled for a national carrier.
RTAA deployed on retention and win-back queues.
80% of major US telecom operators under continuous contract.
Where Etech runs in the carrier stack
Every queue listed below is live on at least 1 major US carrier today. Agents are trained in the client's systems, not ours, and are measured against the client's rubric, not a generic BPO scorecard.
VSB, SMB, and mid-market bundle sales for voice, data, wireless, and business mobility. 8-touch prospecting sequences with tiered segmentation.
Inbound postpaid, prepaid, and fiber support across English and Spanish, multi-site and around the clock.
Ticket intake, utility coordination, and field dispatch support for national carrier fiber locate operations. Safety-critical SLAs, zero rework targets, and 24/7 coverage on excavation tickets.
Cancel, save, and loyalty queues with QEval-driven coaching and RTAA next best action guidance during live calls.
Device and network diagnostics for wireless, broadband, and fiber with supervisor-free escalation paths and full product coverage.
Provisioning exceptions, port-ins, billing adjustments, and credit disputes processed against carrier SLAs.
Dedicated queues for IoT activations, business line moves, cross-carrier ports, and account migration events.
High-value subscriber queues with white-glove handling, proactive outreach, and dedicated tenured agent pods across wireless carriers.
B2B SMB sales discipline
Top-tier BPOs chase consumer contact volume. The SMB and mid-market desk on a carrier P&L runs differently. Different decision makers, different cycle times, different compliance exposure, different close patterns. We segment training, pacing, and coaching accordingly.
Very Small Business
Under 25 lines. High velocity. Single decision maker. 8-touch sequence.
Small and Medium Business
25 to 500 lines. Multi-stakeholder. Bundle and migration plays.
Mid-Market
500 to 2,000 lines. Solution-led. Longer cycle, higher ACV.
Champion-Challenger methodology
QEval identifies the top quartile of agent behaviors on a live program. Training and call guidance get rebuilt around those behaviors. A challenger cohort runs the revised approach against the champion baseline. Winners scale. Losers do not.
7-week blended pathway:
Carrier systems, product knowledge, compliance scripting, consultative objection handling, role-plays on the live LMS, nesting, graduation gates. Every hire clears the same bar before they touch a customer.
The numbers carriers share with us
Every figure below is a client-reported outcome, not an Etech self-assessment. Each one came from a quarterly business review on an active wireless or cable account.
Compliance at carrier scale
Most BPO pitches lead with scale. Carriers lead with compliance. The difference between a partner carriers renew and a partner they replace is whether they can produce a clean chain of consent on any call, on any day, in any revocation audit.
The FCC's 2025 revocation rules and the post-one-to-one landscape from the 11th Circuit ruling did not change our operating model. The controls were already in place.
See live attestations: trust.etechgs.com →TCPA
Zero violations across 10M+ authenticated dial attempts, DNC reconciliation, consent capture, revocation audit trails.
CPNI
Customer Proprietary Network Information handling per FCC rules, annual training, access controls.
PCI-DSS
Card-present and card-not-present handling for carrier billing across every site.
SOC 2 Type II
Attested annually across all US and offshore locations.
HIPAA
For carrier business lines that touch member or patient data.
State UCC and Robocall
Tracked per state, updated at the legislative cadence, enforced in live scripts.
Agent tenure equals customer knowledge
Carrier programs get better when the same people run them for years. We staff accordingly. Most of our telecom leads have worked on the same account longer than the BPO industry average tenure, period.
Etech telecom operations
Typical BPO benchmark
QEval and RTAA on carrier programs
QEval is our Performance Management Platform. It has been running on carrier programs since 2014. It scores every interaction against the client's rubric, not a generic one. RTAA sits on top, giving agents the right next step during the call instead of three days after.
100% interaction coverage
Scored by AI against carrier-specific QA rubrics, with human review on appeals and outliers.
Real-time agent assist
Knowledge surfacing, compliance guardrails, disclosure prompts, and next best actions during the live call.
Closed-loop coaching
QEval findings become training modules, LMS content, and nesting drills. Performance moves week over week, not quarter over quarter.
Award 2025
ICMI Best Technology Solution and CMP Leading Provider, Quality Monitoring
A note on AI platforms
The category is full of platforms that analyze calls, coach agents in real time, or run the contact center stack. None of them hire, train, manage, or retain the people who answer the phone. That last part is where carrier programs live or die.
Conversation intelligence
100% scoring without operations leaves findings on a dashboard. We act on them.
Real-time agent assist
Guidance only works if the agent stayed long enough to learn the account.
CCaaS platforms
Routing and telephony do not solve for labor, QA, or compliance.
Full-stack operator
Run, see, and build in one contract. One throat to choke. One P&L to improve.
A carrier program, anonymized
Program overview
B2B telesales. VSB, SMB, and mid-market segments. Multi-site delivery.
The challenge
SMB conversion stuck at 4.8% on a 32,000-prospect list. Week-four data quality issues dropped contact rates to 29%. Compliance exposure rising under tightening TCPA enforcement.
What we did
Ran Champion-Challenger on the full agent pool. QEval identified the top-quartile behaviors on first-call discovery and objection handling. Rebuilt nesting around those behaviors. Added RTAA prompts for compliance and disclosure. Tightened data hygiene upstream.
What the client reported
Conversion recovered to 8.2%, then reached 8.6% by cycle end. Contact rates back to 38%. Zero TCPA findings across 10M+ dials over the life of the program. The account has been renewed every review since.
Run. See. Build. Applied to telecom.
Most competitors offer one of these three. A few offer two. We built all three in-house, and we deploy them together.
B2B telesales, consumer care, tech support, retention, win-back, back office. Direct accountability for headcount, attrition, ramp, and throughput. No staffing agency layer. No subcontracting.
Our Performance Management Platform runs on every carrier queue. 100% coverage, AI-scored against the client's rubric, integrated with RTAA for live guidance and post-call coaching.
250+ engineers, 30 to 90 day production deploys of voice AI, speech enhancement, workflow automation, and carrier-specific integrations. Zero vendor lock-in. The IP we build for you stays yours.
Carrier-grade delivery footprint
US-heavy by design. Onshore, nearshore, and offshore delivery are configured per carrier program with full BCP redundancy across regions.
US headquarters
496 agents on carrier work. Flagship telecom delivery center with dedicated B2B telesales floors.
Carrier-focused hub
Long-running B2B telesales operation with some of the longest-tenured telecom agents in the network.
US metro talent
Bilingual English and Spanish delivery with deep carrier support experience across wireless and fiber.
Nearshore
English-first nearshore delivery for consumer care, retention, and escalations in near US time zones.
Offshore AI lab and operations
ETSLabs engineering, back-office operations, voice AI, and around-the-clock technical support.
Partner stability
The last 2 years of the BPO industry have been defined by private equity ownership changes, post-merger integration drag, and one of the largest customer data breaches in contact center history. Carriers do not want to reopen that conversation with their board. Etech is privately held, operator-led, continuously staffed, and has carried the same compliance record for 22 years.
Start the carrier conversation
A vertical lead will review your program, the queues you need to fill, the compliance stack you operate under, and whether our footprint and methodology fit. Expect a response inside 1 business day.
