Home
National Telecom Provider CX Turnaround
"The shift to data-driven coaching fundamentally changed performance consistency. We moved from reactive management to structured behavioral control, and the results were measurable."
Sr. Director of Operations, National Telecommunications Provider
Telecommunications
National telecommunications provider
United States
Telecom BPO Services,
Customer Care,
Technical Support,
Inbound Sales
+30 agents (Launch)
Average handle time had stretched to roughly 25 minutes. Customer experience scores were stuck at 80% against a 90% target. Inbound sales conversions sat below 1%.
The existing approach relied on reactive management, addressing problems after they showed up in the data instead of building frameworks to prevent them. Without a systematic approach to agent development and call handling, the operation could not close the gap.
~25 min
Average handle time before the turnaround
80%
CX score against a 90% target
Tollgate Performance Framework
Amalga deployed a structured tollgate framework that set clear performance milestones for every agent. Each tollgate defined specific behavioral and metric thresholds agents had to meet before advancing.
Data-Driven Coaching
Amalga replaced reactive management with proactive, data-driven coaching. Performance data identified specific call handling behaviors that drove handle time and CX outcomes. Coaching targeted root causes, not symptoms.
Escalation Governance
Amalga built an escalation governance model that reduced unnecessary transfers and repeat contacts. Agents were trained and empowered to resolve issues on the first call whenever possible.
Real-Time Performance Monitoring
Amalga implemented real-time monitoring dashboards that gave supervisors and the client's leadership live visibility into call volumes, handle times, CX scores, and sales conversions.
Sales Enablement and Expansion
With CX and AHT targets met, Amalga layered inbound sales enablement onto the existing coaching framework. Agents were trained to identify upsell and cross-sell opportunities during service calls, doubling the inbound sales conversion rate from under 1% to 2%.
Service Model
BPO (Managed by Amalga)
Services
Customer Care, Technical Support, Inbound Sales
Language
Bilingual (EN/ES)
Turnaround Timeline
4 months
Monitoring
Real-time dashboards
Before: ~25 min
Average Handle Time
Before: 80%
Customer Experience Score
Before: <1%
Inbound Sales Conversion
*Results vary by engagement. This case study reflects one client's experience.
Nearshore, Not Offshore
Same time zones, accent-neutral English, and 40-50% cost savings compared to U.S. hires. Your team works when your subscribers call, not twelve hours later.
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 telecom customer care, technical support, retention, and inbound sales. 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 Financial Services Firm
100%
Retention (6 mo)
<3 mo
Full Sprint Parity
Global Omnichannel Apparel Retailer
92%
CSAT Score
0%
Agent Attrition
