Enterprise Contact Center Outsourcing Since 2003
Your contact center runs on data.
We turn it into
decisions.
Etech Global Services is the leading enterprise contact center outsourcing provider combining managed contact center operations, AI-powered quality intelligence via QEval®, and proprietary technology to help enterprises with 200 to 3,000 agents improve agent performance, reduce compliance risk, and lower cost-per-contact.
Voice, chat & email interactions per year
Interaction coverage vs 3 – 5% industry standard
Built for:
- Telecom
- Insurance
- Financial Services
- Healthcare
- Technology
Scale:
- 200–3,000 agent seats
Operations:
- US · Jamaica · India
THE ETECH SYSTEM
Operations, intelligence, and technology – working as one system
Most BPO providers manage headcount. Etech runs an integrated system where contact center operations, conversation intelligence, and AI development reinforce each other. Each component feeds the next.
MANAGED OPERATIONS
Contact Center Services
Inbound and outbound voice, omnichannel digital engagement, workforce management, and back-office support. 4000+ agents across US, Jamaica, and India – designed for Fortune 2000-scale programs with operator-level accountability.
AI & TECHNOLOGY
Etech’s AI innovation division — building the models and tooling that power QEval® and Etech Insights. Available as a standalone or a
continuous technology partner for custom AI builds delivered in 30-90 days, not 18 months.
QUALITY INTELLIGENCE
QEval® by ETSLabs
AI-powered quality monitoring that evaluates 100% of interactions — not a 3-5% sample. Identifies compliance risks, coaching opportunities, and performance trends across every agent and channel in real-time. Live in
approximately 30 days.
system
How it works
A system designed to compound over time
The three components are not independent service lines. They operate as a flywheel: operations generate data, QEval® converts data into intelligence, and ETSLabs turns intelligence into continuously improving models.
Etech Operations
Operations generate data
Every managed contact center interaction — voice, chat, email — creates structured performance and compliance data at scale across 200M+ annual interactions.
QEval®
QEval® converts data to intelligence
AI-powered monitoring evaluates 100% of interactions and surfaces coaching, compliance, and CX trends in real time — replacing reactive spot checks with full-coverage visibility.
ETSLabs
ETSLabs closes the loop
Models trained on operational data improve QEval® accuracy and Etech Insights reporting, making every subsequent cycle more precise. The system gets better with every interaction.
Who We Serve
Enterprises running contact center programs at scale
Etech is structured for enterprises evaluating customer service outsourcing partners who operate contact center programs as a core business function, typically managing 200 to 3,000 agent seats across multiple channels, geographies, or business units.
- Telecommunications
- Insurance
- Financial Services
- Healthcare / BPO
- Technology
- Energy & Utilities
- Retail & DTC
Agent Footprint
200–3,000 agents across voice and digital channels
Compliance Environment
TCPA, HIPAA, PCI-DSS, and sector-specific regulations
Revenue Band
$500M–$10B with CX-tied growth targets
Geography
Multi-site operations across domestic and international markets
Problems We Solve
01
QA blind spots from 2–5% sample monitoring
Manual QA reviews a fraction of calls. Compliance issues, coaching gaps, and CX failures in the other 95% remain invisible until they become incidents. QEval® monitors every interaction.
02
Compliance and regulatory exposure at volume
03
Siloed operations and fragmented performance data
04
Rising cost-per-contact and attrition pressure
→ QEval® Route
We can't see what's happening on our calls
→ OPERATION ROUTE
We need a contact center partner we can trust
Your current BPO isn’t meeting SLAs, or you need to expand to a new channel or geography with consistent quality and operator-level accountability — not a vendor relationship.
→ ETSLABS ROUTE
We need AI and software that actually ships
You have a CCaaS platform, a CRM, and workforce tools. You need custom AI that integrates with what you’ve built — and delivers in 30–90 days, not 18 months.
Why Fortune 2000 Enterprises Choose Etech
From outsourcing provider to Interaction Intelligence System — in 22+ years
Etech started in 2003 with a single contact center in Nacogdoches, Texas. Today it operates seven contact centers across the US, Jamaica, and India with 4000+ team members and 50+ global partnerships. No mergers. No acquisitions. Built from the ground up.
For more than two decades, Etech has helped enterprises in telecom, insurance, financial services, healthcare, and technology turn their contact centers into a measurable business advantage.
- Operator-built system — not a platform company that also does services
- One integrated flywheel: Etech Operations + QEval® + ETSLabs
- 100% interaction coverage from approximately day 30 — not a 6-month implementation
- Servant leadership culture driving lower attrition and stronger agent performance
- MBE-certified: a strategic procurement advantage for supplier diversity requirements
- 22+ years, zero compliance breaches — SOC 2 Type II, ISO 27001, HIPAA, PCI-DSS
System Performance
Representative metrics from Etech-managed and QEval®-monitored programs.
30 days
coverage from deployment
20–35 pts
in active programs
40%
AI-powered full coverage
100%
vs. 2–5% industry standard
QA sampling rate
30–90 days
custom AI & software builds
2003
Founded in Nacogdoches, TX — one site, 400 team members
4000+
Team members across 3 countries, 7 contact centers
50+
Global partnerships across 5 verticals
Zero
Mergers or acquisitions — organic growth only
Client Outcomes
Results from programs we operate and support
Representative outcomes from Etech-managed and QEval®-monitored programs. Specific results depend on program scope, baseline performance, and client environment.
Telecom — National Carrier
41% reduction in repeat contact rate
Etech Insights identified root-cause failure categories driving repeat calls. Coaching interventions reduced repeat contact within 90 days of QEval® deployment across a 600-agent program.
Insurance — Regional Carrier
100% interaction monitoring coverage via QEval®
Replaced 3% sample-based QA with full AI-powered monitoring. Compliance risk flagging moved from reactive to real time, eliminating audit exposure on previously unmonitored interactions.
Financial Services
23% improvement in CSAT within 6 months
Etech-managed program with QEval® integration. Performance coaching driven by AI-identified call patterns across 400+ agents with measurable CSAT impact inside one contract year.
Technology — SaaS Company
15% reduction in cost-per-contact
Migrated support volume to Jamaica delivery center. CSAT maintained within 2 points of US baseline — demonstrating that multi-geography delivery and quality are not a tradeoff.
22+
years. Zero compliance breaches. Every program.
SOC 2 Type II
ISO 27001
HIPAA Compliant
PCI-DSS
TCPA Compliant Operations
GDPR Aligned
MBE Certified
Supplier Diversity Advantage: Etech is a certified Minority Business Enterprise. For enterprise procurement teams with supplier diversity requirements, Etech qualifies as a strategic sourcing partner — delivering full enterprise capability with MBE certification. This is a procurement advantage, not a diversity checkbox.
Awards & Recognition
Recognized globally for customer experience, employee culture, and operational performance
ICMI 2025
Best New Technology Solution (QEval/ETSLabs)
2025
CMP Research Prism
Leading Provider for Automated QA/QM
2026
Forbes
America's Dream
Employers
USPACC
Asian American Diverse-owned Business of the Year
2024, 2025
GESIA
Best BPO/KPO Company
2024Ready to Talk
Start with a conversation about your program
A 30-minute call with an Etech solutions consultant covers your current program structure, the challenges you’re working through, and where the Interaction Intelligence System can reduce friction — no commitment required.
Etech Managed Operations
Multi-site contact center management for enterprise programs across the US, Jamaica, and India. Operator accountability, not a vendor relationship.
Explore managed operationsETSLabs — AI & Software Builds
Custom AI that integrates with your CCaaS platform, CRM, and workforce tools — delivered in 30–90 days. Available as a standalone engagement via etslabs.ai.
Visit etslabs.aiQEval® Interaction Intelligence
100% interaction monitoring that replaces sample-based QA with full AI-powered coverage. Live in approximately 30 days. No rip-and-replace of your existing stack.
See QEval® in action