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Digital Payments Platform CX Turnaround
"Working with Amalga was straightforward and efficient. They helped us secure great customer support that fit our needs perfectly. The onboarding process was quick, we're very happy with the experience and would gladly recommend them to others."
Global Growth Lead
Financial Services / Fintech
U.S.-based digital payments platform
United States
Omnichannel Customer Experience (CX),
Voice and Messaging Support
5 specialists
Customer satisfaction had dropped to 73-75% against an 85%+ target. Attrition had climbed above 8%, creating a cycle of instability, rising costs, and inconsistent service quality.
Voice and messaging teams were handling fewer cases per hour than the operation required. The client needed a 10-point CSAT improvement within six months and attrition below 5% by year-end to stop the constant recruiting and retraining cycle dragging the whole operation down.
73-75%
CSAT against an 85%+ target
>8%
Attrition rate creating instability and rising costs
CX Performance Reset
Amalga reset satisfaction and productivity targets by channel and case type, then introduced real-time quality monitoring and weekly performance calibration. Every coaching session was tied directly to the specific factors driving CSAT scores.
Productivity and Workflow Optimization
Amalga redesigned case routing and channel allocation to reduce handle time without cutting corners on quality. Skill-based staffing and smarter queue prioritization ensured the right agents handled the right cases.
Talent and Retention Strategy
Amalga launched structured onboarding and supervised live-call training for new hires, replacing the previous sink-or-swim approach. Retention-focused coaching, career development paths, and regular engagement checkpoints gave team members a reason to stay.
Data-Driven Governance
Amalga established weekly KPI and business reviews with client stakeholders and built performance dashboards that flagged risk before it became a crisis. Incentives were aligned with quality, productivity, and retention outcomes.
Scale and Sustained Performance
With CSAT back above target and attrition stabilized, Amalga transitioned from turnaround mode to sustained performance management. The team expanded channel coverage, onboarded additional agent cohorts, and locked in the coaching and QA frameworks as permanent operational standards to prevent regression.
Service Model
BPO (Managed by Amalga)
Channels
Voice and Messaging
Language
Bilingual (EN/ES)
Turnaround Timeline
6 months
Monitoring
Real-time dashboards, weekly KPI reviews
Before: 73-75%
Customer Satisfaction (CSAT)
Before: Below target
Cases Per Hour (Voice and Messaging)
Before: >8%
Attrition
*Results vary by engagement. This case study reflects one client's experience.
World
Financial
Review
"Financial services firms rely on nearshore partners for compliance and risk operations that demand constant coordination with internal teams - where value lies in continuity and shared accountability, not volume or speed alone."
World Financial Review on how financial services organizations are redefining outsourcing - from transactional vendors to embedded, outcome-accountable partners. Amalga's model is cited as representative of this structural shift in nearshore BPO.
Read the full article →96%
Client retention across all active Amalga engagements - not a project average, a track record
ISO 27001
Certified operations - data security and governance built into every engagement from day one
5 years
Operating with senior leadership directly involved in every client account - no handoffs after signing
Founder-lead
C-suite visibility on your account. You get a partner, not a rotating cast of account managers
Nearshore, Not Offshore
Same time zones, compliance-ready teams, and 40-50% cost savings compared to U.S. hires. Real-time escalations, same-day resolutions, and no overnight delays on sensitive financial transactions.
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 financial services, fintech, and payments. PCI DSS compliant from day one. 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.
California Legal Services Provider
10.6 → 0
Backlog Days
$91K/mo
Cost Savings
Global Omnichannel Apparel Retailer
92%
CSAT Score
0%
Agent Attrition
National Telecommunications Provider
89%
Customer Experience
~25 → ~15
min AHT
