How Etech Creates Remarkable Experiences
One aim of customer engagement is to continuously build and update knowledge on each individual visitor. Etech Global Services is a leading provider for customer engagement solutions, voice, quality monitoring, chat, social, and email. Etech began in 1997 in Texas in the United States and has expanded to include eight dynamic contact centers across the U.S., Jamaica, and India. Etech won the Silver Stevie® Award for Business Intelligence Solution - Human Intelligence Meets Artificial Intelligence in the 2018 Stevie Awards for Sales & Customer Service.
Pride in Their Job
Etech's solutions help their clients reduce efforts, enhance customer experience, increase sales results, and increase market share. Chief Customer Officer Jim Iyoob shares how their "servant leader" philosophy has motivated them to achieve success.
“The most evident area of impact is on the frontline employees,” says Iyoob. “The Stevie Award further validates their day-to-day efforts to make a remarkable difference for our clients. Being nationally recognized with a Stevie Award gives them a tremendous boost of confidence and pride in their job.”
Etech started with about 400 employees and now has grown to over 3,000 employees without a merger or acquisition.
An Effortless Experience
As 30-year veterans in their field, Etech's Insights division has continued to grow and now consists of more than 200 field expert data scientists. These experts have navigated a definitive increase of consumer control in today’s marketplace, directly impacting their industry and requiring their adaptability.
“Studies have shown that 89% of consumers have stopped doing business with particular companies after a single poor customer experience,” states Iyoob. “Consumers are willing to pay more for a service if they know they are going to have an effortless and positive customer experience.”
Etech constantly aims to make a remarkable difference in their clients’ lives and their communities.
“Growing as a leader does not occur overnight, but once our employees are presented with the tools of servant leadership, they set goals to start making changes intentionally, consistently and daily,” Iyoob says.
A Miracle in the Etech Family
Among all the gains and accomplishments Etech has experienced, one of the most dramatic and personal setbacks happened this past year to Etech's President and General Manager, Matt Rocco. Iyoob details Rocco’s story.
“In December 2016, Matt Rocco contracted a high mortality disease known as ARDS and fell into a coma for over a month. However, despite all the medical and scientific data to date, God decided to perform a miracle with Matt and keep him with us. Now, just hardly a year removed from being in a coma, Matt is back and leading the Etech family, which he has done so well for over 17 years. This event not only strengthened Matt and his immediate family, but in fact strengthened the 3,000+ Etech family worldwide.”
Etech defines adaptability as being flexible and willing to positively and purposefully introduce, embrace, and patiently lead the way through change. Etech has fully embraced this spirit.