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California LPO Records Retrieval
"We had been backlogged and we were able to gain control of that. That was super helpful to the business."
VP of Operations
Legal Services
Mid-sized legal process outsourcing (LPO)
California, USA
Records Retrieval
Legal Intake
Voucher Fulfillment
50+ Full-Time Agents
For our California-based provider, every day a record sat unprocessed was a day a case couldn't move forward. And the backlog was only getting worse.
Turnaround times had stretched to 60 days. Intake backlog: 10.6 days. Attorneys were missing deadlines. The delays were costing the business.
10.6 days
Intake backlog before Amalga stepped in
60 days
Average turnaround time on records retrieval
Discovery and Assessment
Amalga conducted an operational assessment of the client’s records retrieval function, analyzing intake volumes, aging backlog, workflow handoffs, queue management, and turnaround performance to pinpoint the main drivers of delay. This diagnostic phase helped identify capacity gaps, process inefficiencies, and opportunities to standardize intake and retrieval workflows for faster case progression.
Team Design and Recruiting
Amalga deployed a dedicated nearshore BPO team purpose-built for legal intake and records retrieval, initially staffing 12 agents and expanding capacity in line with service demand and performance outcomes. Team design included bilingual coverage, role-specific hiring profiles, and productivity management standards to ensure the operation could deliver reliable throughput and scalable support.
Training and Ramp
The team ramp followed a structured enablement model covering SOP adherence, records workflow execution, QA requirements, exception handling, and SLA-driven performance expectations. Training was customized to the nuances of personal injury and workers’ compensation matters, then reinforced through ongoing calibration, supervisor oversight, and real-time performance management.
Technology Integration
Amalga integrated into the client’s operating environment with reporting visibility, workflow tracking, and real-time performance monitoring.
Scale from 12 to 50+ Agents
After the pilot demonstrated measurable operational impact, Amalga scaled the program from 12 agents to more than 50 full-time dedicated FTEs. The expansion was managed against volume forecasts, backlog recovery goals, and SLA expectations, with real-time reporting, workforce planning, and performance management in place to maintain throughput, quality, and delivery consistency at scale.
Service Model
BPO (Managed by Amalga)
Practice Areas
PI, Workers' Comp
Initial Team
12 Agents
Current Team
50+ Full-Time Agents
Location
Nearshore (Mexico)
Language
Bilingual (EN/ES)
Monitoring
Real-Time Dashboards
Before: 10.6 days
Backlog Days
Before: 60 days
Case Activation (Days)
Before: 12 agents
Full-Time Agents Today
Nearshore, Not Offshore
Same time zones, cultural alignment, and 30-50% cost savings compared to U.S. hires. Your team works when you work.
Boutique, Founder-Led
Senior leadership is involved in every engagement. You get a partner, not a rotating cast of account managers.
Deep Industry Playbooks
Vertical-specific training in legal, financial services, retail, telco, and tech. Not generic agents reading scripts.
Land and Expand
Start with a small pilot, prove value with real metrics, then scale deliberately. No long-term lock-ins required.
Global Financial Services Firm
100%
Retention (6 mo)
<3 mo
Full Sprint Parity
Global Omnichannel Apparel Retailer
92%
CSAT Score
95%+
Language Qualification Rate
U.S. Digital Payments Platform
85%+
CSAT Score
<5%
Agent Attrition
