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.

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.

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.