Customer care from Tier 1 through engineering. Sales operations with proven conversion lift. Analytics that measure 100% of your interactions. Back office and order management. Voice AI that handles routine contacts. All backed by people who stay.
OUR SOLUTIONS
Each contact center solution is staffed by people you know and supported by AI and analytics you trust. All five contact center services work together as a full stack across an omnichannel contact center model covering voice, chat, email, messaging, and digital channels.
Inbound support from front-line troubleshooting through engineering-level assistance. Omnichannel voice, chat, email, and social. Tier 1 through Tier 3 with the same attrition culture at every level. customer service outsourcing
70-90% first-contact resolution | 6.3-year average tenure | Real-time QEval coaching
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B2B and B2C outbound with documented conversion lift. Champion-Challenger testing on every call. Data-informed call flows with real-time coaching on compliance and objection handling. outbound call center services
79% documented conversion lift | AI coaching on every call | TCPA-compliant operations
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100% interaction coverage through QEval call center quality management software. Not 2-5% sampling. Every voice, chat, and email interaction scored, analyzed, and used to coach. call center quality assurance
100% AI-analyzed interactions | Automated compliance monitoring | Real-time coaching recommendations
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RUN Claims processing, order management, data entry, and document handling. Accuracy-driven operations with built-in RPA and Document AI from ETSLabs. back office outsourcing
Document AI and RPA | 99%+ accuracy rates | Workflow orchestration
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In-house LLM-powered conversational AI. Handles routine interactions, hands off to agents when needed. 35 languages supported. conversational AI for customer service
In-house LLM | 30-90 day deployment | Zero vendor lock-in
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Every capability is built in-house and integrated into your operations from day one.
Voice, email, chat, social, and SMS across all major platforms. One team. Unified quality monitoring.
QEval-powered agent assist. Real-time guidance based on customer sentiment, issue type, and next-best-action.
Staffing, scheduling, forecasting, and adherence all tied to QEval performance metrics.
OUTCOMES
Lower attrition drives retention. Visibility drives improvement. Built-in AI drives speed. This is the compounding effect of the full stack.
100% coverage via QEval. Not 2-5% sampling. Every call, chat, email scored, classified, and coached.
People stay 6.3 years on average. Servant leadership, career pathing, and recognition culture reduce turnover from 30%+ to under 5%.
Through 2025. When clients see the attrition drop, the quality rise, and the costs fall, they stay. Some partnerships run 20+ years.
From kickoff to production. Because we own the stack. No integration delays. No vendor dependencies. Fast to value.
Building Voice AI, Speech Enhancement, RPA, Document AI, QEval. Built in-house. Zero vendor lock-in. Your roadmap, not theirs.
SOC 2 Type II, ISO 27001, PCI-DSS, HIPAA, GDPR. Compliance is not a checklist. It is built into how we operate.
WHY ETECH
Every decision we make starts with this question: what does the customer need? Not what does a vendor offer. Not what is easiest to license. What actually works.
People stay for years because we invest in them
High turnover erodes knowledge and damages customer relationships
Every call, chat, email analyzed by QEval AI
Misses the majority of what is happening with your customers
Zero vendor lock-in. 30-90 day deploys. Your roadmap, not theirs.
You inherit their roadmap, their limitations, their pricing
From kickoff to production because we own the stack
Integration delays, vendor dependencies, implementation risk
SOC 2 Type II, ISO 27001, PCI-DSS, HIPAA, GDPR
Compliance is checked on an audit schedule, not built in
Voice AI, Speech Enhancement, RPA, Document AI built here
You depend on third-party roadmaps and capabilities
HOW WE THINK
We set out to run the best contact center services in the market. We hired the best people. We trained them relentlessly. We measured every interaction. We invested in their careers. And then we realized we could not find the tools we needed to do it at scale.
So we built them. QEval, our Performance Management Platform. Voice AI for routine interactions. Speech enhancement for global teams. Automation for claims and orders. RPA for workflows. All built in-house by ETSLabs, our dedicated engineering team. All tied to the contact center operations we run every day.
That is why this works. We are not a contact center technology vendor pretending to understand operations. We are a contact center that built technology because we had to. That changes everything about how we prioritize, deploy, and support you.
Real outcomes from Fortune 500 companies across industries. People, process, technology, and continuous improvement.
Telecommunications
Challenge
Customer support backlog growing 15% year over year. Agent attrition above 30%. Escalation rate at 38%, adding significant cost annually.
Solution
Deployed Etech Tier 1-2 support with QEval AI coaching on every interaction. Implemented real-time agent assist for common issues. Comprehensive servant leadership training program and career pathing. Agent wellness initiatives.
Result
73% FCR, <5% attrition, 45% faster handle time
Key Metrics
Software/SaaS
Challenge
Technical support drowning in escalations. No visibility into quality of troubleshooting. 6-month implementation timelines with previous vendors. 40% of technical issues required re-escalation.
Solution
Deployed Etech Tier 3 engineering support plus Voice AI for routine ticket handling. QEval Performance Management Platform for 100% interaction analysis. Custom API integrations deployed in 60 days leveraging ETSLabs engineering.
Result
2.5x more issues resolved at Tier 2, 35% AHT reduction, zero data breaches in 2 years
Key Metrics
Banking & Financial Services
Challenge
Sales team unable to compete with larger competitors. No systematic call coaching. Manual compliance review on only 2% of calls. Limited visibility into objection handling patterns.
Solution
Deployed B2B telesales team trained on champion-challenger call framework. Real-time QEval coaching on every outbound call with predictive next-best-action. Automated compliance monitoring for TCPA, DoNotCall, disclosure.
Result
79% documented conversion lift, 35% AHT improvement, 100% compliance visibility
Key Metrics
WHAT CLIENTS SAY
When you work with Etech, you are not hiring an outsourced vendor. You are gaining a team that thinks like operators, measures like analysts, and builds like engineers. Three capabilities. One mission: your customer experience.
“Working with Etech has been an invaluable experience for our organization. Time and again, they have demonstrated an exceptional ability to step up when we need them most — whether it's a last-minute request or an urgent shift in priorities. What truly sets them apart is their agility in the ever-evolving legal landscape. As regulations and requirements change, they change with us — pivoting quickly, adapting seamlessly, and always delivering without missing a beat. Their team's responsiveness and flexibility have made them a trusted extension of our own, and we would highly recommend them to any organization navigating a dynamic and demanding environment.”
Director of Operations, Saddle Rock Legal
THE FULL STACK
No competitor does all three. This is why Etech is different.
We operate. Dedicated agents, 6.3-year tenure, 95% client retention, <5% monthly attrition. People-first culture with servant leadership.
We measure. QEval analyzes 100% of interactions, not 2-5% samples. AI scoring, sentiment, compliance, coaching recommendations. Complete visibility.
We engineer. 250+ engineers, proprietary LLM, Voice AI, RPA, Document AI. 30-90 day deploys. Zero vendor dependencies. Built for your outcomes.
HOW IT WORKS
We learn your contact strategy, customer journey, pain points, and success metrics. No assumptions. Deep listening.
We architect a solution combining people, process, technology, and training. Custom playbooks. Detailed runbooks.
We staff, train, and go live. Phased ramp with continuous monitoring. QEval coaching from day one.
We measure, adjust, and improve continuously. Monthly business reviews. Quarterly strategy sessions.
GETTING STARTED
Every partnership starts with understanding. Then we translate that into a plan, execute it, and measure it. No hand-offs. No assumptions.
We learn about your contact strategy, customer journey, pain points, team structure, and success metrics. No sales pitch. Just listening.
We present a detailed plan combining people, process, technology, and training. Custom playbooks aligned to your business model.
We recruit, background-check, train, and ramp your team. First-call coaching via QEval on day one. Continuous feedback loops.
Monthly business reviews. Quarterly strategy sessions. We measure, learn, adjust, and improve on a cadence that actually matters.
Average Time to Value
From kickoff call to first customers served. Faster than competitors because we own the stack.
Let us explore how to combine your strategy with our people, technology, and operations.
