Etech-RMS shifts focus to 'click to chat' positions

The collections arm of Etech is being reduced from 17 to 10 employees, but those impacted by the reduction have been offered positions in another Rusk division, "click to chat."

Matt Rocco, chief operating officer of Etech, Inc., said, "No one is being laid off."

Most employees accepted the reassignment with only two or three declining, he said.

The rumor mill in Rusk churned Monday. However, Mr. Rocco dismissed the concerns in a telephone interview with the Cherokeean Herald and said he is totally committed to his business in Rusk.

He said the current economy is having a negative, trickle-down effect.

"In the collections business, this is the worst time in history to collect past due bills," said Mr. Rocco. "The mindset of the consumer about the stimulus package is, 'Where is my bailout plan?'"

He said that Etech hopes to grow and even add new jobs in Rusk. He hinted at some pending bids that could expand the employment base in Rusk with new contracts.

Etech RMS Rusk has approximately 75 employees hired since opening six months ago.

"Our customers tell us that we are nimble in -being able to react to circumstances. We are not a corporate dinosaur. One of our core competencies is being able to react quickly," he said.

Mr. Rocco stressed that he is not abandoning the collections side of business. "We are just pulling back a little bit. When the time is right, we look to expand it again."

The "click to chat" positions represent a recent and growing addition to customer service. Etech employees communicate via instant messaging on their computers to help customers in real time.

These positions require accuracy and moderate speed typing.

The 'click to chat' jobs, which are less stressful, pay flat, hourly wages. In collections, employees earn a salary and a percentage of the past due accounts they collect.

Mr. Rocco said the chat jobs have proven popular in Rusk. "They are ideal for mothers who want to work part-time while children are in school or as a second job."

When the economy recovers, he said he wants to be ready in Rusk.