35+ years in the BPO sector - Matt Rocco on overcoming challenges and pioneering in India
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In this episode, host Liam Martin sits down with Matt Rocco, President and CEO of Etech Global Services, to delve into the intricacies of the BPO industry over the past 35 years. Matt offers a comprehensive view of his two-decade career, starting with trailblazing initiatives like implementing the industry's first predictive dialer technology in the 1990s. The conversation takes a deep dive into Etech's early years, examining both the hurdles and victories of setting up operations in India.
But it's not all about technology and logistics; Matt emphasizes the human element that has been crucial in Etech's journey. He talks about how the company's focus on culture and servant leadership had a transformative impact on its performance and workforce. To underscore this, Matt cites real-world examples, revealing how their leadership philosophy helped Etech weather economic storms like the 2008 recession and navigate the complexities of the COVID-19 pandemic.
Don't miss this enlightening episode that not only looks at the BPO sector through the lens of technological evolution and geographical expansion, but also highlights the human values that can make or break an organization.
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