GLOBAL CX DELIVERY
7 owned contact center sites across three countries. 70+ countries of secure on-demand reach. 35 languages. One operating model. The reach of a global platform with the culture, the QEval scorecard, and the servant leadership of an owned operation.
LIVE ACROSS
3 countries. 24/7.
Follow-the-sun routing across owned sites, plus a secure remote pool reachable in 70+ countries.
BUYER VOICE
RFP-style asks paraphrased and consolidated across recent procurement cycles. Specific clients anonymized. The pattern repeats: same operating model, regardless of geography or device.
We do not need a bigger BPO. We need a partner whose scorecard does not change between the agent in Nacogdoches and the agent in Lisbon. The reason we keep coming back to Etech is that the operating model is one model, not seven country variants stitched together.
Our exam window does not care which platform the agent is on. The reason this works for our regulator is the read-only USB image, the geo-IP enforcement, and the 22-year zero-breach record on the operator that is sitting underneath the platform. PCI L1 alone would not have moved my team. The operator under it did.
We were ready to bolt a gig platform onto our QA floor and call it global. What we got from Etech instead was 13 native-language variants on a single supervisor view, the same coaching cadence as the Texas floor, and a cost line that was actually lower than the gig path because the attrition stopped eating the savings.
WHY THIS MODEL
Mega-BPOs scale to 100 countries and lose the people part. Gig platforms scale fast and break under regulation. The reach of a global platform without the culture costs more than it saves.
OPTION 1 · MEGA BPO
450,000 employees in 70 to 100 countries. The scorecard drifts by region. The leadership chain is too long to feel. New-hire training compresses to a week. Attrition runs 30 to 45 percent annually because nobody on the front line knows the supervisor by name.
OPTION 2 · GIG PLATFORM
Pure on-demand workforce. No employer of record. No sustained training. No licensed agents. No QA chain that lasts past the call. Cheap until a TCPA finding lands or a recall hits and there is nobody on the bench who remembers your product.
OPTION 3 · ETECH
7 owned sites where the culture lives. Etech Secure Workspace extends the same operating model to 70+ countries. Same QEval scorecard at the dealer floor in Texas and the home office in Lisbon. Servant leaders with names. Tenure measured in years.
THE COMPARISON, IN DETAIL
The TwoProblems frame is the headline. The matrix is what your procurement team, your compliance officer, and your head of operations will each ask about separately. Same answer in all three rooms.
OPTION 3 · RECOMMENDED
Etech
OPTION 1
Mega-BPO
OPTION 2
Gig platform
Governance
Single P&L. One operating model. CEO-CCO-COO chain accountable end-to-end.
Distributed across 70 to 100 country operations. Regional VPs answer to revenue goals first.
None. The platform is the marketplace. No operating model behind the seat.
Employer of record
Direct hire on every program. No labor brokers. No worker-paid fees.
Mix of direct hire and labor-broker subcontracting depending on country.
1099 contractor or platform-employed. No sustained training investment.
QA scorecard
One QEval scorecard. Same calibration cadence. Owned site and remote agent on one dashboard.
Varies by region. Calibration drift between markets is expected.
None at the program level. The platform measures throughput, not call quality.
Attrition
Under 5% monthly. 6.3-year average tenure. Servant-leadership operating model.
30 to 45% annual is the public benchmark. Often higher in offshored seats.
60%+ contractor churn. No incentive to retain a specific worker on a specific brand.
Languages
35 variants and languages. Native human across 19. Voice AI extension across 16. No subcontracting.
60 to 300 languages claimed. Quality varies. Subcontracted to language vendors in long-tail markets.
Limited to whoever logs into the platform that hour. No language SLA.
Deploy time
30 days standard. 2 to 4 weeks for additional countries. Surge programs in 72 hours.
90 to 180 days for a new program. New country activation often longer.
Hours to seat. Months to recover when the program fails compliance review.
Regulatory posture
PCI DSS Level 1 + SOC 2 Type II + HIPAA + 22 years zero breaches.
Varies by country and business unit. Posture is contractual, not architectural.
Limited. Most platforms cannot pass a regulated-industry security review.
Data residency
Geo-IP enforced per program. Data residency scoped at activation. Read-only OS prevents local writes.
Broad scoping. Cross-border transfers depend on regional contract.
Limited control. Contractor's local device is the data boundary.
THE COMBINED FOOTPRINT
The owned sites are the operating spine. The reach is what the platform unlocks. Same Etech, two delivery shapes, designed to fit your program.
LIVE COVERAGE
Owned operations spine
English-native CX delivery
ETSLabs engineering + back office
Americas
17
Europe
23
Africa & ME
12
Asia Pacific
17
7
Owned sites in 3 countries
70+
Countries reachable today
35
Languages and variants
24/7
Follow-the-sun delivery
ETECH SECURE WORKSPACE · THE PLATFORM
Boots from a USB. Runs in RAM. PCI DSS Level 1 certified. SOC 2 Type II. The local PC is irrelevant. The whole operating environment is in Etech's hands the moment the USB plugs in. Same supervisor view. Same QEval scorecard. Same compliance posture as the operations floor in Texas.
Live sessions
248 active · 14 countries
+ 241 more sessions across the platform
Avg QEval 91.4 →
Policy posture
Geo-IP enforcement
14 countries allowed
MFA challenges today
248 / 248 passed
USB-ID binding
Unique per session
Recording at payment
Auto-stop on capture
Local disk write attempts
0 (read-only OS)
Sessions blocked today
3 (geo · shared-IP)
Compliance posture
PCI L1 · SOC 2 · ISO 27001 · TLS 1.2 · AES-256
SIX CONTROLS THAT TRAVEL WITH EVERY USB
Independently QSA-assessed under PCI DSS v4.0.1. Full Attestation of Compliance available under NDA. Cardholder data never lands on the local device.
Boots from a hardware USB into a hardened Linux image that runs entirely in RAM. Resident hard drive disabled. No PHI, no PCI, no PII ever written to local storage.
All traffic encrypted in transit. VoIP recording auto-stops at the merchant payment page. Browser allow-list. App deny-all by default. Zero plaintext on the wire.
Authentication, authorization, and accounting through cloud AAA with USB-bound 2FA. Unique USB ID per user. No shared credentials. Identity travels with the device.
Country-level allow and block. Approved temporary relocation. Shared-PC and shared-IP fraud detection. Not bootable in a virtual environment. Patches push from cloud on boot.
Quarterly QSA-audited vulnerability scans plus pen tests after major changes. Centralized logging. Change-controlled. The platform is operated, not just licensed.
HOW IT WORKS
The agent does not need to be technical. The desktop runs as an unprivileged user. The local PC is irrelevant. The whole operating environment is in Etech's hands the moment the USB plugs in.
01
Etech ships a hardware USB tied to one user account. Unique USB ID per agent. Cloud-managed enrollment. No support call needed for first boot. The agent gets a sealed device in the mail and a quick-start card.
02
Agent boots from USB on any compatible workstation, BYOD or office. Hardened Linux image loads entirely in RAM. The local operating system and hard drive are never touched. Secure boot enabled. Not bootable in a virtual environment.
03
MFA challenge against cloud AAA. Geo-IP allow-listing, fraud detection, shared-PC checks. The latest security patches and the program-specific policy bundle push from cloud on every boot. Browser allow-list. App deny-all by default.
04
Soft phone over USB. Encrypted VoIP. QEval scoring 100% of interactions in real time. Supervisor sees session status, geographic location, and policy compliance on the operations console. Warn, suspend, or take no action by policy. Recording auto-stops at the merchant payment page.
35 LANGUAGES · REAL HUMANS, REAL AI
Owned sites staff four English variants plus Spanish Standard and Latin American directly. Thirteen additional languages are staffed by native human agents through Etech Secure Workspace, working in country. Voice AI extends coverage across Northern, Eastern, and Baltic Europe with accent augmentation, noise cancellation, and live human-to-human translation through Speech AI. No subcontracting to third-party language vendors.
TIER 1 · OWNED SITES
6 variants
Native human agents recruited and trained inside the owned operation. Four English variants from US and Caribbean sites, two Spanish variants from US bilingual programs.
TIER 2 · PLATFORM, NATIVE HUMAN
13 variants
Native-language humans staffed through Etech Secure Workspace, working from country-of-language locations. Continental and Northern Europe plus East Asia. Recruited and supervised under the Etech operating model.
TIER 3 · VOICE AI EXTENSION
16 languages
Voice AI extends to Nordic, East European, Baltic, and Greek markets with accent augmentation, noise cancellation, and live translation. Routine deflection plus 24/7 reach where native staffing is not yet program-justified.
WHAT TRAVELS WITH THE WORK
An agent in Lisbon on Etech Secure Workspace runs the same QEval scorecard, holds the same brand promise, and reports through the same servant leader as an agent on the operations floor in Nacogdoches. The platform extends the operation. It does not replace it.
Every program lead, every supervisor, every shift manager runs the servant-leadership model that started in Nacogdoches in 2003. The chain is the same on the floor in Texas and on the platform in Lisbon.
Tenure is the compliance control nobody measures. An agent who has run your program for three years recognizes a fraud signature the gig worker on shift two will not see.
The mid-market BPO baseline is 30 to 45 percent annual. Etech runs under 5 percent monthly. Stability is the precondition for everything else: training depth, compliance, brand voice, retention math.
One scorecard. Same calibration cadence. Same coaching workflow. The agent in São Paulo and the agent in Nacogdoches answer to the same supervisor on the same dashboard.
WHEN GLOBAL DELIVERY MATTERS
Each scenario draws on owned-site discipline plus platform reach. Each is real. Each has a documented run-book inside Etech.
PEAK SURGE
Holiday peak, tax season, hurricane CAT, product launch. The platform absorbs surge without hiring across an owned site. The bench is pre-trained on the platform and ready for program-specific certification on day one.
4 weeks
From brief to live across multiple countries
DISASTER RECOVERY
Owned-site redundancy is the first layer. The platform is the second. If a hurricane closes Nacogdoches and a power event hits Gandhinagar in the same week, the remote pool maintains continuity without breaking SLA.
Under 4 hours
Capacity rerouting window
MULTILINGUAL PROGRAM
German Standard and Swiss, French Standard and Canadian, Italian, Portuguese Brazil and Portugal, Dutch, Flemish, plus Mandarin, Japanese, and Korean for East Asia. Hired in country, supervised through Etech, on the same scorecard as Texas. No third-party language vendor in the chain.
13 variants
Native human staffing on the platform
NICHE SKILLS
Some skill profiles do not exist in any one zip code at scale. The platform unbinds recruitment from geography. Same compliance posture, same QEval scorecard, same direct employment model.
30 to 90 days
From brief to live program
REGULATED-WORK POSTURE
22 years of regulated programs. Zero breaches. The platform inherits the same compliance posture as the owned operation, because it was built by the same operations team that runs the owned sites.
Visit Trust Center for live attestations →Service-provider certification under v4.0.1, independently QSA-assessed. AOC available under NDA.
Trust services criteria covering security, availability, confidentiality. Annual report through Trust Center.
Information security management aligned across owned-site operations.
PHI redaction, BA agreements, no PHI on local devices, 22 years zero breaches.
FCC compliant outbound on every regulated program. 14.2M outbound calls zero TCPA findings.
Cross-border transfers under SCCs. Data subject rights handled centrally through compliance@etechgs.com.
WHY THE NUMBERS HOLD
7
Owned sites in 3 countries
70+
Countries reachable through the platform
35
Languages, native human plus Voice AI
100%
Interactions QEval scored
22 yr
Zero compliance breaches
01
Licensed agents. Audited compliance. Full attestation chain.
Programs that cannot fail an audit. The owned operations floor in Texas runs the licensed seat with a documented chain of custody. The secure platform extends bench depth into adjacent countries only after the regulator's side of the review is closed.
DELIVERY MIX · Owned-site led. Remote extends after compliance review.
02
Owned-site discipline for the core. Platform absorbs the peaks.
The core program runs from owned sites where the brand voice and the script discipline live. Holiday peaks, seasonal expansion, hurricane CAT, and product launches go to the platform pool. Same QEval scorecard at every seat. The cost line stops scaling linearly with the volume curve.
DELIVERY MIX · Even split. The platform takes the surge.
03
Native-language humans through the platform. Niche skills sourced globally.
Programs where the skill profile or the language mix does not exist in any one zip code at scale. Native German, Japanese, or breach-response specialists staffed in country, supervised through Etech, on the same scorecard as the Texas floor. Voice AI extends the long-tail markets where native staffing is not yet program-justified.
DELIVERY MIX · Platform led. Owned site supervises and certifies.
RUN / SEE / BUILD ACROSS GLOBAL DELIVERY
The framework that holds the homepage holds the global model. RUN is the operation. SEE is the measurement. BUILD is the platform under both.
7 owned contact center sites in 3 countries plus the secure platform reaching 70+ countries. Customer care, sales, back-office, regulated programs, multilingual support. Under 5% monthly attrition. Servant leadership. 24/7 at every site.
QEval, the Performance Management Platform, scores every call on the same scorecard regardless of where the agent is sitting. Calibration runs simultaneously across owned sites and remote pools. ICMI Best Technology Solution 2025. CMP Leading Provider 2025.
Etech Secure Workspace, Voice AI, RTAA, Speech AI, Automation, and 80+ pre-built integrations engineered by ETSLabs. PCI DSS Level 1, SOC 2 Type II, 250+ engineers, 30 to 90 day deploys. Zero vendor dependencies.
DEPLOY TIMELINE
The platform is pre-certified. The operating model is pre-built. Recruitment runs in parallel with onboarding. Surge programs have stood up in 72 hours.
Day 1-7
Volume, languages, regulation, country activation list. Staffing split between owned site and platform pool sized to program.
Day 8-21
Platform USBs imaged for the program. Recruitment runs in country. Compliance posture validated. QEval scorecard built.
Day 22-28
End-to-end test calls on the platform from each activated country. Calibration with client. Coaching baseline captured.
Day 30
First production calls across every activated country. Operations console up. QEval scoring 100% of interactions from minute one to coach the new bench from day-zero. Surge programs go live faster, in 72 hours where the muscle exists.
30 days
Standard deploy
2-4 weeks
Add a country
72 hours
Surge stand-up
TELL US YOUR FOOTPRINT
Within five business days you will have a delivery shape, an owned-site plus platform-pool split, a 30-day timeline, and a cost model. Reference clients available under NDA.
