# Etech Global Services > Etech Global Services is a minority-owned, full-stack BPO and contact center outsourcing provider founded in 2003 and headquartered in Nacogdoches, Texas. Etech has operated continuously since 2003 with zero compliance breaches, across 7 global sites in the United States, Jamaica, and India, with 4,000+ team members and 2.5 billion interactions secured. Compliance posture: SOC 2 Type II attestation, ISO 27001:2022 alignment, PCI DSS Level 1 certification, HIPAA/HITECH compliance, GDPR and CCPA/CPRA compliance readiness, GLBA Safeguards, TCPA (zero violations across 14.2 million interactions), MBE certified. Etech operates ETS Labs, its in-house AI and analytics division of 250+ engineers building QEval (the Performance Management Platform), Voice AI, RTAA (Real-Time Agent Assist), Speech AI, automation, and 80+ integrations. Core platforms are built and maintained in-house by ETS Labs, not licensed, with no single-vendor lock-in. QEval won the 2025 ICMI Global Contact Center Award for Best New Technology Solution. ## Core company facts - [About Etech](https://www.etechgs.com/company/about/): Company history since 2003, servant-leadership operating model, Run / See / Build framework, and ETS Labs. - [Leadership Team](https://www.etechgs.com/company/leadership/): Dilip Barot (Founder and Chairman), Matt Rocco (Chief Executive Officer), Jim Iyoob (President, ETS Labs and Chief Revenue Officer), Kaylene Eckels (President and Chief Operating Officer), Dr. Veronica Chimney (Chief Human Resources Officer), Shawndra Tobias (Chief Data Strategy Officer), Ronnie Mize (Chief Information Security Officer), Gurudatt Medtia (Executive Vice President), Melissa Wood (Dean of Global Leadership Development). - [Locations](https://www.etechgs.com/company/locations/): 7 sites in 3 countries. United States (Nacogdoches Texas HQ, Lufkin, San Antonio, Dallas), Jamaica (Montego Bay), India (Gandhinagar, Vadodara). - [Our People](https://www.etechgs.com/company/our-people/): Servant leadership operating model. 4,000+ team members. 6.3-year average agent tenure. Under 5 percent monthly attrition. 95 percent client retention (2025). - [How We Work](https://www.etechgs.com/company/how-we-work/): Operating model and delivery approach. - [Global Delivery](https://www.etechgs.com/company/global-delivery/): Onshore, nearshore, and offshore delivery under one operating standard. - [Trust Center](https://www.etechgs.com/company/trust-center/): Compliance posture. SOC 2 Type II (attested), ISO 27001:2022 (aligned), PCI DSS Level 1 (certified), HIPAA/HITECH (compliant), GDPR and CCPA/CPRA (compliance ready), GLBA Safeguards, TCPA (zero violations across 14.2 million interactions), MBE. Live attestations at trust.etechgs.com. - [Awards](https://www.etechgs.com/company/awards/): 2025 ICMI Global Contact Center Award for Best New Technology Solution (QEval), 2026 CCW Excellence Award BPO of the Year, 2026 CMP Research Best of the Best for Self-Service Innovation (ETS Labs). - [Culture and Values](https://www.etechgs.com/company/culture-values/): Servant Leadership, Integrity, Excellence, Innovation, Community. - [Community and CSR](https://www.etechgs.com/company/community-csr/): Community investment across Nacogdoches, Texas and the global sites. - [ESG and Impact](https://www.etechgs.com/company/esg/): Workforce, community, and environmental responsibility disclosures. - [Careers](https://www.etechgs.com/company/careers/): Direct-hire model, promotion-from-within, leadership development under Melissa Wood. ## What we do (solutions) - [Solutions Overview](https://www.etechgs.com/solutions/): Five capabilities. Customer Care, Sales and Revenue, Quality and Analytics, Back Office, Voice AI. - [Customer Care](https://www.etechgs.com/solutions/customer-care/): Inbound and outbound voice, email, chat, tech support, retention, after-hours. Direct-hire model, under 5 percent monthly attrition, 6.3-year tenure. - [Sales and Revenue](https://www.etechgs.com/solutions/sales-revenue/): B2B and B2C outbound and inbound sales, lead qualification, upsell, win-back, renewals. 79 percent documented conversion lift across 22 clients (2024-2025) using Champion-Challenger methodology. - [Quality and Analytics](https://www.etechgs.com/solutions/quality-analytics/): 100 percent interaction analysis via QEval, not 2 to 5 percent sampling. 20 to 35 point QA score lift typical. - [Back Office](https://www.etechgs.com/solutions/back-office/): Claims processing, data entry, document handling, order management, account services. - [Voice AI Services](https://www.etechgs.com/solutions/voice-ai/): Proprietary LLM built in-house. 30 to 90 day deployment. 35+ languages. Routine deflection with live human handoff. ## Platforms (ETS Labs) - [ETS Labs Overview](https://www.etechgs.com/etslabs/): In-house AI and analytics division. 250+ engineers. 14+ years of SaaS delivery. Core platforms built and maintained in-house, not licensed. 30 to 90 days from brief to production. - [QEval Platform](https://www.etechgs.com/etslabs/qeval/): Performance Management Platform. 100 percent interaction coverage. AI scoring, speech analytics, coaching, insights, compliance, next-best-actions. 80+ pre-built integrations. 2025 ICMI Best New Technology Solution. - [QEval Interactive Tour](https://www.etechgs.com/etslabs/qeval-tour/): 7-step ungated product walkthrough with CXO, COO, QA Lead, and Compliance role lenses. - [Voice AI Platform](https://www.etechgs.com/etslabs/voice-ai-technology/): Proprietary LLM built in-house. Natural language understanding, dialog management, live human handoff. 35+ languages. No single-vendor lock-in. - [RTAA (Real-Time Agent Assist)](https://www.etechgs.com/etslabs/rtaa/): 100 percent real-time call coverage. Live sentiment, intent, knowledge surfacing, compliance alerts, and next-best-action guidance surfaced within 500ms, plus post-call auto-scorecards. - [Speech AI](https://www.etechgs.com/etslabs/speech-ai/): Voice enhancement including accent augmentation, noise cancellation, and live translation. - [Automation](https://www.etechgs.com/etslabs/automation/): RPA, document AI, custom integrations, workflow, and AI decision logic. Built in-house. - [Integrations](https://www.etechgs.com/etslabs/integrations/): 80+ pre-built connectors across telephony and CCaaS (Genesys, Cisco, Avaya, Five9, NICE, Amazon Connect, Twilio, Talkdesk), CRM and case (Salesforce, ServiceNow, Dynamics, Zendesk, HubSpot), knowledge, and WFM. ## Industries served (15) - [Industries Overview](https://www.etechgs.com/industries/): 15 verticals with documented outcomes on every industry page. - [Telecommunications](https://www.etechgs.com/industries/telecom/): B2B telesales, consumer care, fiber locate, retention, and technical support for major US carriers and MVNOs. Zero TCPA violations across 10M+ dials. Champion-Challenger conversion lift from 4.8 to 8.6 percent. - [Healthcare and Life Sciences](https://www.etechgs.com/industries/healthcare/): HIPAA-compliant member and patient support, pharmacy and medication adherence, provider relations and claims, and pharmaceutical and veterinary distribution. PHI redaction at ingestion. 100 percent interaction monitoring. Programs across Fortune-10 pharmaceutical distribution, top-five US health plans, and specialty pharmacy. - [Banking and Financial Services](https://www.etechgs.com/industries/financial-services/): Banking, neobank, fintech, and debt management. Documented $2.8M annual savings on a $60B+ regional bank engagement. PCI DSS Level 1 Service Provider. - [Insurance](https://www.etechgs.com/industries/insurance/): Licensed US-resident agents across P&C, specialty, and Medicare. 924 agents activated in 72 hours for Hurricane Milton CAT, 99.79 percent answer rate. Zero TCPA violations across 14.2 million interactions. - [Automotive](https://www.etechgs.com/industries/automotive/): OEM, dealer, captive finance, and aftermarket. 200,000 monthly interactions across 12 brands, 98 percent CSAT. 576,572 interactions analyzed on an OEM warranty program. - [Technology and SaaS](https://www.etechgs.com/industries/technology/): Tier 1, 2, and 3 technical support with PMP-certified program management and engineering resources. - [Retail and QSR](https://www.etechgs.com/industries/retail/): Order management, returns, and omnichannel care at seasonal scale. WISMO deflection via Voice AI. - [Energy and Utilities](https://www.etechgs.com/industries/energy-utilities/): Billing, outage and service requests, program enrollment, and regulated utility support through 24/7 multi-site delivery with regional redundancy. - [Pharmaceutical](https://www.etechgs.com/industries/pharmaceutical/): Medical information, patient hub services, HCP access, adverse event capture, and MedWatch-compatible documentation. - [Professional Services](https://www.etechgs.com/industries/professional-services/): Tax-season surge, intake, and confidentiality-governed support. - [Public Sector](https://www.etechgs.com/industries/public-sector/): 311 citizen services, benefits eligibility, and program support. FOIA-aware, Section 508. - [Gaming and Entertainment](https://www.etechgs.com/industries/gaming-entertainment/): Trust and safety and VIP retention with 100 percent QA. - [Education](https://www.etechgs.com/industries/education/): Student and program support, FERPA-aware. - [Breach Response and Identity Protection](https://www.etechgs.com/industries/breach-response/): 72-hour activation and identity-protection program experience. - [Travel and Hospitality](https://www.etechgs.com/industries/travel-hospitality/): Reservations, service recovery, and loyalty support. ## Resources - [Resources Hub](https://www.etechgs.com/resources/): Case studies, client stories, blog, webinars, events, ebooks, glossary, podcasts, and press releases. - [Case Studies](https://www.etechgs.com/resources/case-studies/): Anonymized customer outcomes filterable by industry, solution, and outcome. - [Client Stories](https://www.etechgs.com/resources/client-stories/): Named and anonymized program narratives. - [Blog](https://www.etechgs.com/resources/blog/): Operator notes on how contact centers actually work. - [Webinars](https://www.etechgs.com/resources/webinars/): Live and on-demand sessions with named Etech operators. - [Events](https://www.etechgs.com/resources/events/): Upcoming and past appearances. - [ROI Calculator](https://www.etechgs.com/resources/roi-calculator/): Three-lever model across people, measurement, and AI. - [CX Assessment](https://www.etechgs.com/resources/cx-assessment/): Self-serve contact center assessment. - [Ebooks](https://www.etechgs.com/resources/ebooks/): Ungated playbooks and guides. - [Glossary](https://www.etechgs.com/resources/glossary/): Contact center, BPO, AI, QA, and compliance terms. - [Podcasts](https://www.etechgs.com/resources/podcasts/): Operator episodes with Etech leaders and program leads. - [Press Releases](https://www.etechgs.com/resources/press-releases/): ICMI 2025, CCW 2026, CMP Research 2026, and more. ## Legal and trust - [Privacy Policy](https://www.etechgs.com/privacy/): Controller and processor framework. Texas governing law. - [Terms of Use](https://www.etechgs.com/terms/): Texas governing law. - [Cookie Policy](https://www.etechgs.com/cookie-policy/): Cookie categories and controls. - [Accessibility Statement](https://www.etechgs.com/accessibility/): WCAG 2.1 AA conformance target. - [Do Not Call](https://www.etechgs.com/dnc/): TCPA program, National and state DNC scrubbing. - [Sitemap](https://www.etechgs.com/sitemap/): HTML index of production pages. ## Contact - [Contact](https://www.etechgs.com/contact/): Sales +1 (936) 559-2200. Email info@etechgs.com. Corporate headquarters in Nacogdoches, Texas. - [Trust Center portal](https://trust.etechgs.com): Live attestations, subprocessors, and status. No NDA for standard evidence packages.