1. Inbound, Outbound, Live Chat,
Delivering Customer Engagement Solutions through
Inbound, Outbound, Live Chat,
Quality Monitoring and Social Media Services.
Experienced People | Innovative Technology | Remarkable Results
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2. www.etechgs.com | Confidential
12 CHARACTER COMMITMENTS
VISION
To make a remarkable difference for our people, our customers, and within our communities.
Team Work
Valuing people
Accountability
HUMILITY
Integrity
Humility
MISSION
Etech is a servant leader organization providing superior customer experiences and innovative solutions which enable our clients to build stronger brands, strengthen customer relationships, and gain market share.
Adaptability
Communication
Positive Influence
Creativity
From Cortex’s website:
We value our employees - their insights, creativity, and personal development. We're also thrilled to support our employees as they give back to the community through our Cortex Giving program that guides charitable initiatives and volunteer opportunities.
Leadership commitments -  Vital to sustainability of a TQM program, insures that all employees have the direct support needed to be accountable to QA values
QA Values – Leaders need to demonstrate an honest and transparent work flow which helps the team members in becoming more customer focus lifting up the team spirit.
Vision – Leaders maintain a vision to create a vibrant work environment that delivers high quality with affordable solutions.
Mission – Leaders play a role of a mentor with the primary mission to help establish cost effective quality frameworks with the goal of facilitating the overall success of the client. This ensures best results driven.
Courage
Teachability
Vision
Nacogdoches, Texas
Dallas, Texas
Lufkin, Texas
Rusk, Texas
Palm Beach, Florida
Montego Bay, Jamaica
Gandhinagar, India
Vadodara, India
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3. NO MERGERS NO ACQUISITIONS
ETECH'S JOURNEY
2003
SEPTEMBER
In addition to the headquarter center in Nacogdoches, Etech opens its back-office/ BPO center in Gandhinagar, India and now provides solutions for 4 major Telecom clients
2014
Launched Florida center with 150 Seats Etech launched Chat and product ICE and software Implementation service
2018
Etech family reached above 2500 employees and together serving around 43 clients
JUNE
3 Days before the closing of the Nacogdoches operations, Dilip Barot, Matt Rocco and the other investors from Etech acquire the asset of the call center from Bellsouth Saving over 400 much needed jobs
2016
Currently serving 31 clients
2008
Launched Rusk center with 100 Seats and 16 clients. Etech reached 1500 Employees
2012
Launched Dallas center with 220 Seats
2002
Bell South made a decision or divest its internal call center asset in Nacogdoches Texas
2004
Launched Lufkin center with 325 Seats and 500 employees
2010
Launched Jamaica center with 150 Seats and launched Software and Development services
2006
Launched Vadodara, India center with 200 Seats and 13 clients
ETECH GREW FROM
400 TO MORE THAN 2500 EMPLOYEES
NO MERGERS NO ACQUISITIONS
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4. EIGHT GLOBAL CENTERS Over 2,500 Seats | 24/7/365 · Multilingual
Rusk, TX
Dallas, TX
Nacogdoches, TX
Lufkin, TX
Over 2,500 Seats | 24/7/365 · Multilingual
Palm Beach, FL
Montego Bay, Jamaica, West Indies
Gandhinagar, Gujarat
Vadodara, Gujarat
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5. ETECH’S BUSINESS AT A GLANCE
Etech Insights
Actionable Insights for Total Quality Management to enhance operational efficiency & customer experiences
Customer Engagement Solutions
Inbound/Outbound, Customer Service, Tech Support
Etech Technology Solutions
Software/Application Development Customer Reporting (Internal/External)
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6. www.etechgs.com | Confidential
OVER
65 MILLION INTERACTIONS
A YEAR
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7. STRUCTURED ENGAGEMENT APPROACH
Etech assigns a dedicated Project Manager to coordinate the efforts and launch the program successfully.
Transition
to Ops
Monitor &
Control
Execution
Operational Reporting
Establish and Track Baseline Metrics
On going Training
Planning
Gap Analysis
Post Transfer Support
Prepare and Sign off Detailed Transfer Plan
Initiation
Hiring and Training
Define baseline SLA's
Soft Launch - track progress
Readiness Checklist
Define Project Schedule
Define Client Requirements
Define Software / Hardware requirement
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8. www.etechgs.com | Confidential
HIRING METHODOLOGY
Etech motivates career minded employees who are proficient in Customer Experience
Etech believes in finding the right people for the job who add the right fuel for the success. The hiring process takes place with these modern hiring practices:
Job interviews in which candidates are asked to describe specific examples of their skills
Automated resume screening and search
Assessments that predict whether candidates are motivated by the factors associated with a particular job or a company's values and ways of doing things
Simulations that gauge specific job-related abilities and skills
Etech believe in hiring people for the new jobs internally, as internal employees have the knowledge and the management is already aware of the in-depth strengths of the employees.
Sourcing
Qualifying
Screening
Assessing
Interviewing
Hire
Reference Check
Job Offer
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9. ETECH’S OPERATIONAL EFFECTIVENESS
OPERATIONS PERFORMANCE MANAGEMENT
TRAINING IS A JOURNEY
Plan
Monitor
Develop
Performance Recognition
Continuous Monitoring & Adjustment
Product & Sales Training
Graduation
Induction Training
Incubation
Go-Live
CONSULTATIVE APPROACH
Plan –
Goal Setting (Coach & ALS)
Expectation Letter Sharing & Signing (Coach & ALS)
Monitor –
Live monitoring (Coach & Floor Trainers)
QA Audits by Supervisors
QA Audits by QA team
Develop –
One-on-one sessions (Coach and ALS)
Performance discussion sessions (Coach and ALS)
SBS (side by side) monitoring (Coach and ALS)
Performance Recognition –
Reward and Recognition
Contest and Leadership Training
Continuous Monitoring & Adjustment –
Coaching & Development Plan
Etech assigns a dedicated Project Manager to coordinate the efforts and launch the program successfully.
Initiation:
Define Client Requirements
Define Software / Hardware requirement
Planning:
Readiness Checklist
Define Project Schedule
Execution
Hiring and Training
Define baseline SLA's
Soft Launch - track progress
Monitor & Control
Gap Analysis
Post Transfer Support
Prepare and Sign off Detailed Transfer Plan
Transition to Ops
Operational Reporting
Establish and Track Baseline Metrics
On going Training
Analyze Needs
Offer Solutions
Discuss Benefits
Overcome Objections
Effortless CX
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10. INSIGHTS AND ANALYTICS
VENDOR PERFORMANCE
SERVICE LEVEL & AHT GRAPH
ACTIONABLE INSIGHTS FOR SUPERVISORS - DASHBOARD
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11. ETECH INSIGHTS DRIVES BUSINESS RESULTS
2/21/2019
“Etech Insights provides you deeper insight into your customer interactions which enables you to improve customer experience, reduce effort, meet all corporate governance requirements and gives you a competitive edge allowing you to increase market share.”
ACQUISITION / RETENTION
Control Churn
Customer Complaints
Insights for improvement
Training Need Analysis and Identification
CUSTOMER EXPERIENCE
VOC Analysis
Customer Sentiment Analysis
Customer Satisfaction Drivers
BUSINESS INSIGHTS
Insights for Strategic Decision
Sticky note “100,000 interactions per month”
Six Sigma approach for process improvement
Provide more frequent, timely feedback for efficient coaching
Increase sales and gain market share by identifying specific agent opportunities
Enhance customer experience through unbiased feedback and recommendations
Audit/Studies focused on Acquisition/Retention.
Control churn – was it sold by the agent OR bought by customer; was proper ‘need analysis’ done.
Authenticity of commitments; eliminate cramming & slamming; guidelines to treat 65+ customers.
Why did customer not buy – agent skill/will gap OR process gap; findings and recommendations for improvement.
Training need analysis – floor coaching OR ‘back to class room’ approach; Dip stick study to gauge pace of improvement.
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12. Customer Effort Map - Overall
Observations:
• Internal Policies contributed to 23% of the high effort interactions
• Website Error contributed to 23% of the high effort interactions. Customers experienced issues while booking the reservation online.
• Agent Behavior contributed to 15% of the high effort interactions due to:
Overall Agent behavior
FCR provided by previous agent
Reactive VS proactive approach
Incomplete information provided on the calls
Inactive listening etc.
We have mapped the customer effort drivers through Manual evaluations and provided a high level overview for repeat contacts and Channel switch through AI in the next two slides.
Overall Agents behavior denotes ownership as well as pro-activeness to share information.
Today, 60% of leisure and 41% of business travelers are making travel arrangements via the internet, according to research from Smart Insights.
More than million people use the Internet to make reservations for their accommodations, tours, and activities. That’s more than 57% of all travel reservations each year. 
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Captured by Etech Enhanced Form

13. Customer Effort – Key Drivers
Repeat Contact
Total Volume: 21,560 calls
Repeat Contacts found: 3956 (18%)
Voice of Customer
1836 Calls could be managed by self serve options.
Key Drivers
" I was talking to Heather and I was disconnected“ Customer called to check on the client’s product program and the line got disconnected as she was speaking. She had to call back again.
“I spoke to someone earlier and I was supposed to hear back from Vanessa in the pool “ Customer has been trying to resolve an issue with the booking and was expecting a call back, however; had to call again as she never received a call from client.
Single call might have multiple modification request so the individual service request will not add up.
1836 calls were for: Making Payment, Reconfirm Booking and/or Modify Flight.
Source: Zendesk
“I was on hold with the representative and I got disconnected“ Customer was on hold and the call got disconnected customer wanted to confirm the vacation package to make sure it is per his expectation.
Service
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14. www.etechgs.com | Confidential
Analysis - Sales
Monthly Conversion
Greater than 2 minutes
Total Conversion for three months
New Booking Volume: 16,693 Calls
Greater than 2 minutes
October: 4303 Calls (Travel Agent Consumer 2499)
November: 5313 Calls (Travel Agent Consumer 3083)
December: 7077 Calls (Travel Agent Consumer 4496) 1 3 2 4
5444
4584
3416
3249
Conversion by Contacts
New Booking Volume: Consumer-10,028 & Travel Agent Calls
Greater than 2 minutes
Conversion Trend
• Conversion Oct+Nov+Dec) New Booking Volume 16693:Successful Reservation 8860(53%) & Unsuccessful Reservation 7833(47%)
• October
New Booking Volume: 4303 (Travel Agent Consumer 2499)
Successful Reservation: 2390 (55.5%) [Travel Agent 962 (51.9%)+ Consumer 1428 (58.3%)]
Unsuccessful Reservation: 1913 (44.5%) [Travel Agent 892 (48.1%)+ Consumer 1021 (41.7%)]
• November
New Booking Volume: 5313 (Travel Agent Consumer 3083)
Successful Reservation: 2944 (55.4%) [Travel Agent 1189 (53.3%)+ Consumer 1755 ( 56.9%)]
Unsuccessful Reservation: 2369 (44.6%) [Travel Agent 1041 (46.7%)+ Consumer 1328 (43.1%)]
• December
New Booking Volume: 7077 (Travel Agent Consumer 4496)
Successful Reservation: 3526 (49.01%) [Travel Agent 1265 (49%)+ Consumer 2261 ( 50.3%)]
Unsuccessful Reservation: 3551 (50.2%) [Travel Agent 1316 (51%)+ Consumer 2235 (49.7%)]
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15. www.etechgs.com | Confidential
Agent Performance
Agent Performance: Conversion
Agent
October
November
December
 Average
Total calls
Successes
Percentage
Sonia Zuck 92 47
51% 67 35
52% 34
Jackie Hildenbrand 90 53
59% 98 63
64%
134 86
62%
Jackie Garcia 87 57
66% 64
53% 55 24
44%
54%
Bill Hackett 85 50 79
43% 80
63%
55%
Sian Folden 52
119 61
Mary Curtin 70 40
57% 38
67%
121 69
60%
Tasha Thorson
49% 22
42% 26
47%
46%
Isaiah Keller 68 33
56% 72 36
50%
Mary Beth 27 19
70%
Dawn Werre 66 43
167 58
35%
45%
Dana Bixby 20 31
Marlene Brooks 65 76 28
37%
115
33%
Gloria Lafontaine 62
65% 39
107
71%
Kelly Hoffart 75 46
61% 51 29
Lorraine Nelson
Brenda Hvidsten 60 37
106
Melissa Wheeler 71
39%
Robert Schroedl 88
126
34%
• Talking about “Successful Reservation – Opportunities” on next
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16. www.etechgs.com | Confidential
No-Sales Analysis
Observations:
There was an opportunity to complete the sale on 627 calls out of 1365 total calls evaluated
Out of the 373 No Sale calls, 231 calls were under the agent's control
From 231 in-scope no sale calls, ‘Not asking for the sale’ contributed to 52% (121 calls) & ‘Overcoming Objections’ 31% (73 calls)
Manual Analysis of No Sale Calls. 38% of the calls were out of scope. We have shown a drill down of the in scope calls here. We have followed it with a heat map through AI as well as major objections.
Captured by Etech Enhanced Form
| Confidential

17. Reservation Experience New Sale/Vacation package
SENTIMENT ANALYSIS
“thank you thank you thank you million”
Reservation Experience
“I think that sounds awesome”
Customer Service
“I really appreciate your help”
New Sale/Vacation package
“perfect thank you so much I appreciate your help”
Positive Sentiment
"It's ridiculous I've been on the phone already with the office"
Customer is irritated due because of multiple contacts.
Customer Service
"I thought it was ridiculous”
Customer is unhappy due to high price.
Price
"she misspelled my name and I'm very upset”
Customer‘s name being misspelled.
Agent Behavior
"look at the price on that it's like ridiculous but if you go back in and research and put in six people the price goes down to thousand"
Customer is irritated because of the fluctuation in price
Positive sentiments - factors enhancing customer experience
Negative Sentiment
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18. Effective Sales & Service Technique Understanding Customer Needs
QA Results by Section
Overall QA Score: 87.13%
Customer Experience
16%
Multiple instances of hold and dead air on the calls
Presentation
14%
Missed to acknowledge the customers’ concern & building rapport at the initial stage of the call
Effective Sales & Service Technique
13%
Agents did not create urgency on the call or didn’t use the assumptive sales technique to get the sale
Section wise score along with the top opportunities
Understanding Customer Needs 7%
Missed to ask effective probing questions to discover and understand customer’s needs. Though, we performed really well on this.
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19. Customer Satisfaction
CASE STUDY
STRATEGY
A MAJOR US RETAIL COMPANY INCREASED CUSTOMER SATISFACTION BY 6% IN 6 MONTHS
Business Challenges & Key Goals
Agent Coaching
Tactics
Agent Performance
Analysis
Insights &
Recommendations 01
Increase CSAT
FCR, Educating the Customer / Self Serve
Improve CSAT scores and reduce AHT
RESULTS 6% 2%
2 MIN
The company was struggling to increase their customer satisfaction (CSAT) above 74%.
Trouble in increase in sales
AHT was also high
Agent Coaching
Regular coaching based on different Remarkable Coaching Techniques was provided to the agents
Each and every coaching session was documented and a follow up coaching session was set up
Continuous Live Monitoring of chats ensured that the agents received live coaching
Agent Performance Analysis: ABCD Report
The report was created based on which the agents were stack ranked on their performance
The agents were divided in 4 different categories A, B, C and D to ensure that the operations leaders can focus on the bottom quartile
The report helped the operations leader show that around 28% of agents were in the bottom quartile who needed immediate coaching
This helped the QA team to start working on improvement of the bottom quartile agents
The operations leaders ensured that the agents in A and B category show continuous improvement
Development Plan
The agents who failed to show improvement were put on a development plan
Development plan ensured that all the coaching provided to the agents was documented
The developmental plan followed basic steps such as:
Beginning of every week the target for the week was set and 4 weeks incremental target was given based on the CSAT of the agent
3 coaching session were performed by the operations leader and 2 coaching sessions were performed by the QA team
CSAT study of the chats taken in the week
Quality Assurance
The QA team at Etech was also included to ensure that the chat quality was maintained to the set standards exceeding them
To ensure an increase in the customer satisfaction, the QA team ensured that they consistently include:
A Random Chat Study
CSAT Analysis
DSAT Analysis
The QA team was able to categorize different detractors and sections of the chats which impacted the customer satisfaction
This enabled the QA team to share feedback to operations leaders to coach the agents on the opportunities found during the study 02
Increase Sales
Increased
Customer Satisfaction
AHT Reduced By
2 Minutes
Increase In Sales
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20. TECHNOLOGY SUPPORT NETWORK
2/21/2019
TECHNOLOGY SUPPORT NETWORK
Total
Support 24/7
CTI
Admin
Desktop
Support
Network
Admin
Allocation &
Reporting
Development
Telecom
Admin
Database
Admin
ETS is a full service technology solution provider with focused expertise in the areas of Help Desk, CTI, Network Admin, DBA, Telecommunication Admin, Software Development, Data Analytics (Reporting development and analysis, List Load and Analysis, Dialing patterns, dialer and call compliance analysis), Technical Project Management.
24/7*365 days Global Technology support
Highly qualified Personnel with certifications with CTI(Genesys, Interactive Intell, Siemens Openscape), Microsoft, Cisco, Comptia, Check Point, etc.
Partnering Tier One service providers and work with companies like Qwest, AT&T, Dell, Cisco, Siemens, etc.
Data
Analytics
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21. SYSTEM SECURITY AND COMPLIANCE
2/21/2019
SYSTEM SECURITY AND COMPLIANCE
Defined and Established Corporate Security Standards
Checkpoint Firewall Solution
(URL Filtering, IPS, etc.)
Trend MIcro Corporate
Anti-Virus System
Defined Security Policy
PCI certified
Monthly Auditing by 403 Labs
PCI Certified Compliant Infrastructure
Unannounced Monthly Third Party Audit Scans
Continued Monitoring of Infrastructure and Traffic
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22. 2/21/2019
WHY ETECH?
TRUSTED ADVISOR PARTNERSHIP MODEL
DEEP
INDUSTRY
EXPERTISE
CUSTOMER CENTRIC WITH CUSTOMIZED SOLUTIONS
A COMMITMENT TO SERVANT LEADERSHIP FOCUSING ON OUR PEOPLE, CUSTOMERS, AND COMMUNITIES
Over two decades of experience in managing and supporting some of the world’s most prestigious brand names who are known for their Customer Service
MINORITY CERTIFIED ENTERPRISE
USPAACC
SCALABILITY / LOW STAFF TURNOVER
ETECH INSIGHTS DELIVERS REMARKABLE CUSTOMER EXPERIENCES
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23. Jim Iyoob Chief Customer Officer
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