Surviving in an ever-changing corporate environment relies on your ability to adapt. While Podcast about the future workforce conversation with Liam Martin, Matt Rocco with Etech Global Services shared a captivating story of change. As automation and self-service technology advanced and call volumes began to say no, Etech strategically decided to shift its business model to offshore outsourcing.
This daring decision not only revitalized their business, but additionally set the stage for his or her successful entry into the outsourcing sector.
Offshore outsourcing overview
For Etech, the move to offshore outsourcing was a well-planned strategy, not only a response to difficulties. In an effort to scale back expenses and increase efficiency, Etech purchased a call center in Texas.
An try to provide outsourcing services to telecommunications firms was the initial stage of their journey abroad.
Navigation challenges
There have been difficulties within the early days of offshore outsourcing. Challenges faced by Etech included poorer agents in India, accent issues and cultural differences.
To not be discouraged, they immediately addressed these issues. Recognizing the importance of clear communication, Etech focused on teaching agents how you can overcome their accents.
Moreover, they’ve implemented progressive solutions similar to placing television screens of their centers displaying English-language channels, creating an environment conducive to linguistic acuity.
Strategic moves
Etech’s journey into offshore outsourcing was not a single leap, but a series of strategic moves. They began by moving internal tasks to India, including back-office tasks and quality monitoring.
This allowed them to check the waters and improve their operations.
Bell South gave us our first opportunity to do voice work for them in India. In 2005, Etech felt confident enough to tackle voice work in India, initiating a small pilot project with 25 agents. By the top of the yr, this pilot project had quickly grown to over 500 agents, marking a milestone in Etech’s offshore outsourcing ventures.
An article about outsourcing to India is perhaps a great mid-blog call to motion here
Embracing a wide range of services
Etech’s success story in India was not only limited to voice services. They found a further path to success through the use of chat services.
Indian agents’ unique capabilities, especially in using templated replies and handling free-form communications, have made them adept at managing chat services effectively.
This diversification has further strengthened Etech’s position within the outsourcing market.
Application
Etech Global Services’ foray into offshore outsourcing is a testament to the ability of strategic adaptation. Recognizing the challenges posed by changing industry dynamics, Etech has not only weathered the storm, but emerged stronger than ever.
Their commitment to eliminating language and cultural barriers coupled with a gradual and strategic approach has enabled them to successfully tap into India’s vast talent pool.
Etech’s journey is an inspiration for firms that embrace change, showing how smart investments and a proactive approach can turn challenges into opportunities within the dynamic world of outsourcing.
Andy is a technology and marketing leader who has delivered award-winning and world-first experiences.