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Matt Rocco, President and CEOTo make customer interactions seamless, Etech uses the Speech Analytics platform (AI platform) and their proprietary Quality Analytics platform—QEval Pro—to help their clients deliver better customer experience. This synchronization of the artificial intelligence and analytics platform helps identify and improve agents’ performance—which ultimately enhances the customer experience. Etech understands the challenges of establishing an experience culture because the ever-changing technological sphere is outpacing the users in the contact center world. “Our response to this is to simplify the data experience by automating the complex AI queries and outputs through a simplified front end, such as our proprietary QMS software, QEval Pro,” asserts Matt Rocco, President and CEO at Etech. “This automation process provides an effortless translation of the AI statistical models to actionable data and bypasses the traditional hiccups such as transcription errors that have an impact on teachability and adoption.”
Etech provides robust insights that encompass user experience, agent experience, coaching recommendations, and marketing intelligence. The company overlays each facet of the experience to determine factors to improve KPI’s that directly affect profitability. They have proved to be a one-stop-shop provider for inbound, outbound, chat, social media management, and quality assurance services. The most prominent value addition that Etech Global Services provides is Etech Insights. It has more than 250 dedicated analysts, engineers, and data scientists that work as a third party to provide analytics, quality feedback, and ensure compliance while providing actionable insights.
“Our data scientists refine large data set into actionable insights along with customer experience analytics that is used to drive successful behaviors,” states Rocco. To further substantiate the company’s capabilities, Jim Iyoob, Etech’s Chief Customer Officer, highlights a case study where they assisted a hotelier’s contact center and analyzed a small sample set of 178,000 calls. Etech processed these interactions through their Speech Analytics platform, and with their pre-configured Sales Analytics solution, they found that 25,000 of these calls were to cancel their reservation.
The company’s Data Scientists team deep-dived into these 25,000 cancellations calls to understand the reasons behind these cancellations. AI analytics surfaced that 56 percent of these calls were canceled due to change in travel plans. Also, the agents were not providing any rebuttals on such calls.
Jim Iyoob
Etech integrated all the available data points from AI into Etech’s QEval Pro to monitor and close loop the entire process. The company created dashboard set-ups to measure the cancellation rate, agent adherence at the vendor level, location level, etc. Using agent and supervisory level reports, Etech started tracking the agents’ adherence to the rebooking option and the corresponding cancellation rate. Trending reports were extensively utilized to monitor the progress and provide targeted coaching to outliers closely. Within 4-6 weeks, there was a considerable reduction in cancellation and significant improvement in the net booking rate.
Within three months, Etech increased the client’s conversion rate by 2 percent resulting in a $500,000 increase in revenue. Etech ultimately increased the client’s brand quality effectiveness rating by 8 percent within five months. The improvement in customer experience saw their cancellation rate decrease by 3 percent. Additionally, the company also helped its client to accelerate their revenue growth by 34 percent in two quarters. Hold time was reduced by 22 percent, and average call duration went down by 10 percent, enabling the client to take 31 percent more calls compared to Q2 with the same agent headcount.
In order to garnish incredible insights from every customer interactions, Etech uses the Speech Analytics platform (AI platform) and their proprietary Quality Analytics platform—QEval Pro—enabling their clients to deliver better customer experiences by providing actionable and real time feedback
Scripting similar success stories, Etech is planning to continue developing its customer care centers in secondary labor markets and targeted employment areas with the intent of controlling labor costs while still providing superior integrated service solutions. “The geographic expansion will help us gain access to new markets and talent pools, reduce costs, and perhaps most importantly, provide a robust pipeline to fuel our future growth. We are also conducting a survey to establish our market globally strategically,” comments Rocco. The company’s global centers have the capabilities to customize the solution that best fits all clients’ needs by reducing operational costs and increasing profitability.
Etech Global Services Set to Showcase Award-Winning Solutions at ICMI Contact Center Expo in Orlando, FL
Wednesday, August 23, 2023
NACOGDOCHES, TEXAS, USA, -- Etech Global Services, a leading provider of innovative BPO (contact center) solutions, has announced its active participation in the highly anticipated ICMI Contact Center Expo, scheduled to take place in Orlando, Florida, from October 16th to 19th. As a finalist in two prestigious ICMI Contact Center Awards categories – "Best New Technology Solution" and "Best Learning & Development Program" – Etech Global Services is geared up to demonstrate its cutting-edge contact center quality monitoring solution, QEval, while also offering expert guidance on customer experience (CX) strategies at Booth #321.
Etech Global Service's QEval: A Revolution in Contact Center Quality Monitoring
Etech Global Services' solution, QEval, is set to redefine the landscape of contact center quality monitoring. It is a game-changing contact center Quality Monitoring and Performance Management solution that leverages the power of Human Intelligence and Artificial Intelligence to revolutionize how businesses enhance their customer interactions. With its cutting-edge features and real-time insights, QEval empowers contact centers to optimize agent performance and drive exceptional customer experiences. Through comprehensive evaluations and in-depth analytics, QEval identifies areas of improvement; ensuring agents deliver consistent, high-quality service. Its user-friendly interface allows supervisors to monitor agent interactions effortlessly, providing valuable feedback and fostering agent growth. With Etech’s QEval, contact centers can elevate their operational efficiency and take customer satisfaction to new heights.
Some major highlights of QEval are:
• Customizable Dashboards
• Advanced Reporting Suite
• Exceptional Coaching Experience
• Intuitive Dashboards
• Visibility To Performance Trends
• Custom Real-Time Alerts
• 360-Degree Agent Evaluation and Performance Management
• Ease Of Integration
• Automated Compliance Monitoring
"We are excited to showcase QEval at the ICMI Contact Center Expo," said Matt Rocco, President & CEO of Etech Global Services. "QEval represents a significant advancement in the Customer Experience industry, and we believe it will revolutionize how contact centers monitor and enhance their operations. Our team is eager to provide live demos and share the vision behind QEval with the Expo attendees."
CX Expertise on Hand at Booth #321
Etech Global Services' team of customer experience veterans will be available at Booth #321 to offer insights into the latest CX trends and best practices. Attendees can expect to gain valuable knowledge on enhancing customer satisfaction, increasing agent productivity, and driving overall contact center success. Their team of CX experts will be readily available to assist visitors with any CX-related queries they may have. Whether you are looking for information into streamlining customer support processes or achieving operational excellence, Etech Global Service's professionals will be offering valuable insights to help attendees enhance their contact center operations.
Jim Iyoob, Chief Customer Officer of Etech Global Services, stated, "At Etech, we understand the importance of exceptional customer experiences. Our team is dedicated to helping businesses elevate their CX strategies and implement solutions that foster loyalty and trust with their customers. We look forward to engaging with the Expo attendees and exchanging ideas."
Finalist in Two Prestigious ICMI Contact Center Awards Categories
In addition to its active participation at the ICMI Contact Center Expo, Etech Global Services is a finalist in not one, but two categories for the ICMI Contact Center Awards:
Best New Technology Solution (Finalist): Etech’s QEval has been recognized as a groundbreaking solution that brings forth a new era of quality monitoring, enabling contact centers to drive unparalleled customer experiences and positive transformation in contact centers.
Best Learning & Development Program (Finalist): Etech Global Services' commitment to employee growth and development has earned it a place among the best in the industry. The company's comprehensive learning and development programs have contributed significantly to the success of its clients and its workforce.
"We are humbled by the recognition from ICMI," added Matt Rocco. "These finalist nominations are a testament to the dedication and expertise of our team. At Etech Global Services, we continuously strive to bring innovation and excellence to the contact center industry."
The ICMI Contact Center Expo 2023 promises to be an extraordinary event for contact center professionals seeking to stay ahead in the industry. Register using Etech’s code Etech400 to get $400 off on the passes.
Company
Etech Global Services
Management
Matt Rocco, President and CEO and Jim Iyoob
Description
Etech is a leading global outsourcing service provider for the largest brands in the world. Etech delivers an effortless customer experiences that will retain customers and grow business. Etech’s customer-centric approach helps partners increase revenue and gain market share. Etech’s global centers – Onshore, Nearshore, and Offshore, has the capabilities to customize the solution that best fit all needs. With Etech’s global strength, Etech is always available to support customers and deliver consistent exceptional experiences
