Etech Handled 10 Million Chat Sessions In 2011

Etech Global Services announced that they surpassed 10 million live chat sessions in 2011. Founded in 1997, Etech Global Services provides contact center and BPO services to Fortune 500 companies worldwide. In 2000, Etech was one of the first business process outsourcers to offer live chat services, in addition to voice and email support.

“We have learned a lot over the years,” said Matt Rocco, President and COO of Etech Global Services. “With over 10 million chat sessions under our belt in 2011 alone, we are well-versed in what it takes to provide a quality experience that leads to improved revenue and lower costs.”

Although an Internet presence has the power to revolutionize an industry, many companies find that customers leave their websites without purchasing. Studies show that the customer experience is significantly improved by providing online chat service reps to answer questions, provide additional information, and resolve customer issues. Additionally, companies investing in chat programs not only received an increase in conversion rates, but were able to reduce their inbound call volumes by more than twenty percent.

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[Posted by Peter DeHaan for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]

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About Peter DeHaan

Wordsmith Peter DeHaan shares his passion for life and faith through words. Peter DeHaan’s website ( contains information and links to his blogs, newsletter, and social media pages. Peter DeHaan is the president of Peter DeHaan Publishing, Inc., ( the publisher and editor of Connections Magazine and AnswerStat, and editor of Article Weekly.

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