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Case Studies
"Our internal audits confirmed high accuracy and quality in their work."
Operations Manager, Legal Services Provider
The Solution
Dedicated 50+ full-time agent team with real-time performance monitoring. Backlog eliminated. $91K/mo in cost savings.
See how Amalga nearshore BPO teams help clients scale operations, cut costs, and improve quality.
California-Based Legal Services Provider
A California-based LPO was struggling with a 10.6-day intake backlog and 60-day turnaround times on records retrieval. Attorneys were missing deadlines and cases couldn't move forward.
Zero
Backlog Days
$91K/mo
Cost Savings
U.S. Legal Services Provider
New case inquiries were stacking up faster than in-house teams could process them, and cases were aging out of actionable windows.
100→<10
Backlog Days
91%+
Intake Completion Rate
U.S. Digital Payments Platform
CSAT had fallen below target, productivity was off across voice and messaging, and attrition was above 8% during rapid growth.
85%+
CSAT Score
<5%
Agent Attrition
National Telecommunications Provider
Previous vendor did not keep up with SLAs, causing customer experience to drop below 75%. Handle times stretched to 25 minutes with no framework to close the gap.
89%
CX Score
~25→~15
Avg Handle Time (min)
Global Omnichannel Apparel Retailer
Operational performance was significantly below expectations across multiple markets, driven by both performance gaps and talent constraints.
92%
CSAT Score
64%
NPS
Global Fleet Management SaaS Company
Enterprise conversion was sitting at 0.9%, with regional closers spending roughly half their day prospecting instead of closing — and no centralized SDR function across five markets.
310+
Qualified Appts/Month
0.9→2.2%
Enterprise Conversion
Global Financial Services Firm
Had to build a nearshore engineering team from scratch in a market where they had no presence, no entity, and no time.
10 Eng.
in 5 Months
40–50%
Cost Savings vs. U.S.
Global Consumer Technology & Wellness Brand
Bank reconciliations were falling 7 days behind, vendor payments were taking up to 72 hours to process, and the previous vendor lacked the domain expertise to close the gap.
100%
Recon Compliance
<24 hrs
Vendor Payment SLA
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95%+
Client Satisfaction
96%
Client Retention
40-50%
Cost Savings vs. U.S.
<60 Days
Average Setup Time
5+
Industries Served
