For the legal services industry, efficient records retrieval is crucial to meeting deadlines, keeping clients happy, and maintaining a solid reputation. Yet many companies and firms find themselves struggling with backlogs, communication issues, and turnover on their records retrieval teams. One California-based company faced these very challenges, leading to a significant backlog in processing records requests—putting client relationships and contracts at risk.
Their previous outsourcing providers were unable to meet KPIs and lacked both U.S. legal expertise and cultural affinity, causing delays and errors that further hurt their operations. On top of that, the firm’s in-house turnover was driving up costs and disrupting productivity.
Enter Amalga Group’s nearshore team. By assembling a specialized, U.S.-time-zone-aligned group of records retrieval professionals, Amalga helped the firm slash their backlog by 71% in just four months, drastically improving client satisfaction and retention.
Key highlights from this transformation include:
- 71% backlog reduction in less than four months
- 90% team retention providing operational stability and lower HR costs
- Seamless integration with the firm’s internal teams through U.S. time zone alignment
This success story is just one example of how nearshore legal support staffing can be a game changer for firms dealing with inefficient records retrieval services. Amalga’s nearshore records retrieval teams are also significantly more cost-effective than in-house U.S. teams, helping companies reduce overhead.
Want to know how they do it?
Download the full case study here to get all the details on how Amalga Group helped this firm transform their records retrieval process and improve client satisfaction.
Questions
Nearshore BPO Questions Answered
Our delivery model is built for U.S. expectations: bilingual, culturally fluent teams aligned to U.S. time zones, structured onboarding to your brand and processes, and proactive communication rhythms. Our team members are accent-neutral, and many have lived or worked in the United States. You'll find they communicate, write, and engage at the same level as U.S.-based professionals.
Nearshore performance lowers total cost of ownership. U.S.-aligned time zones, strong English, cultural fluency, and proximity make collaboration faster and smoother. That translates into less rework, fewer misunderstandings, quicker ramp-up, higher retention, and less management burden on your team. You're not paying for labor. You're paying for reliable execution and outcomes delivered with the responsiveness of an extension of your operation.
Amalga operates as a managed services partner, not a body shop. We provide documented workflows and SOPs, clear KPIs and SLAs, ongoing QA and coaching, and regular performance reporting. We own execution and outcomes, so you get predictable delivery that improves over time—not a rotating set of people. Our QA process includes weekly calibrations, coaching sessions, and continuous improvement loops.
We are ISO 27001 certified and HIPAA compliant, with business associate agreements available for healthcare data. Our facilities have controlled access and monitored environments. SOC 2 Type II certification is in progress. We take security as seriously as you do and can provide detailed documentation during your diligence process.
Client Stories
What Our Partners Say
Amalga’s over 90% team retention has translated directly into better client experiences and smoother day-to-day operations.
Amalga’s team helped us achieve a 71% backlog reduction, restoring control and allowing our internal staff to refocus on higher-value work.
We achieved a 25% reduction in average handle time, without sacrificing intake quality or compliance.