BTOES Insights Official
May 06, 2019

2019 AWARD FINALIST SPOTLIGHT: Etech Global Services - Finalist in the Data Analytics enabling Operational Excellence Category

Read this article about Etech, one of our finalists, in the category Best Achievement in Data Analytics enabling Operational Excellence, selected by the independent judging panel, for the 2019 Business Transformation & Operational Excellence Industry Awards program. Click here to read articles on other finalists.







Few companies are able to boast a nationally recognized quality system that involves both the operations team and an unbiased Quality Assurance team like the process Etech provides. One of the most distinctive value additions that Etech Global Services provides compared to other contact centers is Etech Insights (EI). Etech Insights is an innovative combination of human intelligence with artificial intelligence to capture and analyze 100% of customer interactions. Our Data Scientists then refine large data sets into actionable insights that are used to drive successful behaviors. This result is increased sales conversion, reduced churn, and improved customer experience.


Through this division, Etech provides independent insights, recommendations, quality feedback, and compliance assurance. Etech Insights has evolved beyond mere checklists and instead targets reducing customer effort and improving agent behaviors and processes in order to enhance customer experience.


Copy of Provide an Excellent Customer Experience with the perfect Mobile Customer Journey. (24) 

Etech uses Six Sigma processes to drive quality, improve performance, and gather key business intelligence which provides your leaders with the actionable data they need to make important business decisions. Etech recognizes that the quality and accuracy of each program is critical to maintaining a positive customer experience and Etech utilizes this process to ensure our agents are delivering a remarkable experience to these consumers in their needs. With Etech Insights process to ensure all information given to the customer is accurate and clearly defined, thereby ensuring a positive experience for all our customers.


Best Achievement in Data Analytics enabling operational excellence - Jim Iyoob


The Etech Insights team is comprised of over 200 data scientists monitoring over 1,000,000 interactions each month, which incorporates and scores customer sentiments on every interaction. Our quality and data analysts work as a third party to provide quality feedback and ensure performance and insights around Customer Experience that result in actionable insights. Etech’s approach to quality is that it is not enough to simply ‘checkboxes’, but focus on reducing customer effort and improving processes to further enhance customer experience. Etech Insights reporting tools provide actionable data and feedback that goes beyond basic quality issues, to help our customers enhance service offerings and improve coaching tactics.


Etech Insights reporting tools provide actionable data for coaching and feedback that goes beyond basic quality issues that our customers can use to enhance service offerings. This team provides unbiased feedback directly to the Operational teams allowing them to coach and develop their team members more effectively.


Etech has seen the dramatic impacts customer emotions can have on the company’s overall campaign, and uses these experiences to continuously take steps towards improving analysis and harnessing the power of human intelligence. Etech’s data analytics systems work along with business intelligence tools, analytical tools, and operational data to produce information of competitive value for our customers to improve decision making. Etech also gathers critical business intelligence data from each customer interaction. We do everything with the highest integrity and quality possible.



About the Awards

The Business Transformation & Operational Excellence Awards have been established to showcase globally the most outstanding organizational achievements through the application of Operational Excellence programs. Click here to view the Press Release.

The winners for all categories and for The Platinum Awards will be announced at The Business Transformation & Operational Excellence Summit & Industry Awards on Wednesday March 20th, 2019, from 6.30pm, in the Venetian Ballroom at the Loews Portofino Bay Hotel at Universal Orlando Resort®. 

The Business Transformation & Operational Excellence Awards are open to all organizations, both private and public sector, across the globe, which have implemented Operational Excellence programs to deliver outstanding business results.

The 2019 Awards will be held in conjunction with the Business Transformation & Operational Excellence World Summit on March 20, 2019 in the Venetian Ballroom at the Loews Portofino Bay Hotel at Universal Orlando™



The issues in this article are just one of topic areas that are going to be discussed at the Business Transformation & Operational Excellence World Summit & Industry (BTOES19). March 18-22, 2019, Loews Portofino Bay Hotel at Universal Orlando Resort®

BTOES is the industry’s biggest and best, senior-level, cross-industry gathering of Business Transformation & Operational Excellence industry leaders and senior executives.

It also hosts the Business Transformation & Operational Excellence Awardswhich showcase globally the most outstanding organizational achievements through the application of Operational Excellence programs.

The summits hosts a number of private forums for C-Level & Global corporate-level leaders as well as business unit heads.

With over 150 speakers, over 100 sessions, 12 Keynotes, 9 Track Themes, 5 parallel tracks, 60+ track sessions, 50 roundtable discussions, 20 Interactive Workshops, 6 Thought Leader Panels, 5 Leaders Boardrooms, 5 co-located events, the Industry Awards Program, Site Visits, 20+ hours of social networking including 2 gala cocktail parties, dinners, numerous group activities, this is the ultimate event to benchmark, network and drive Operational Excellence to the next level.


Quick Links



BTOES19 Awards


There is a strong focus on Cultural Transformation, Customer Delight, Sustaining an Operational Excellence program, Need for end-to-end Business Transformation, Keeping up with new technologies/impact of digitalization and Leadership Buy-in & Understanding. We dedicated two tracks to advanced technologies, such as AI, Machine Learning, RPA, Predictive Analytics, Blockchain, Cloud infrastructure etc.

The agenda is designed to encourage active meaningful conversations though all day enhanced networking and interaction opportunities, including

  • All-day Refreshment & Themed Breaks

  • 1¼ Hour Hot Breakfast Networking Sessions

  • 1½ Hour Hot Plated Networking Lunches with Topic & Industry Sector focussed tables

  • 1½ Hour Roundtable Sessions by Topic & Industry Sector.

  • Keynote & Themes Panel Sessions

  • Hosted Welcome Receptions from 5.30pm

  • Expanded more lavish Awards Program

  • Newly launched Night Summit for attendees to meet after dinner

For more information or to discuss the summit in more detail please schedule a call below,

Click here to schedule a call. 

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