| | DECEMBER 201919CIOReviewhelped 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.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. 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 feedbackJim Iyoob
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