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Omnichannel Apparel Retailer CX
"The level of communication and quality of the entire implementation has become a blueprint for the rest of the organization."
CX and Quality Global Head
Apparel Retail
Omnichannel apparel retailer with global operations
Global (U.S., Mexico, Spain markets served)
Customer Service, Customer Experience, Escalations, Billing and Invoicing
55 agents
NPS and CSAT scores were consistently 20–25% below target across every market. The in-house teams could not keep up with volume or quality standards. And the U.S. market had a specific hiring problem the client could not solve with their initial vendor.
Finding candidates with C2-level English proficiency for the U.S. market proved nearly impossible through the client's existing recruitment options. Every open seat was a seat delivering below-target customer experiences.
20–25% below target
CSAT and NPS scores across all markets before Amalga
C2 English gap
Unable to hire high-level English talent for U.S. market
Pilot Program Launch
Amalga deployed an initial pilot team of agents dedicated to customer service and customer experience for the U.S. market. The pilot was designed to prove quality, speed, and scalability before full expansion.
C2 English Recruitment
Amalga ran targeted sourcing campaigns and standardized language assessment processes to hire C2-level English agents in under two months. A talent gap the client's initial vendor teams could not close.
Operational Infrastructure
Amalga built QA, training, workforce management, and operations teams in under one month by leveraging its existing pool of experienced operational talent. No six-month ramp. No building from scratch.
Quality and Performance Frameworks
Amalga implemented COPC-based quality, training, and performance management frameworks to ensure consistent service delivery across all channels and markets.
Multi-Market and HOOP Expansion
With the different markets proving 92% CSAT and 64% NPS, Amalga expanded dedicated CX coverage to a 24/7 scheme. The same COPC-based frameworks, QA standards, and bilingual staffing model were replicated across all three markets while sustaining 97% attendance and 0% attrition.
Service Model
BPO (Managed by Amalga)
Channels
Phone, Chat, Email
Markets Served
U.S., Mexico, Spain
Language
Bilingual (EN/ES)
Quality Framework
COPC-based
Ramp Timeline
Under 3 months to full glidepath
Before: 20-25% below target
CSAT
Before: Below target
NPS
Before: Talent gap
Language Qualification Rate
Attendance
*Results vary by engagement. This case study reflects one client's experience.
Nearshore, Not Offshore
Same time zones, cultural alignment, and 40-50% cost savings with 90%+ CSAT. Dedicated bilingual teams that learn your brand voice, your products, and your policies. Two hours away, not twelve.
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 ecommerce customer service, order management, returns, and escalations. Peak-season ready. 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
U.S. Digital Payments Platform
85%+
CSAT Score
5%
Attrition
Global Financial Services Firm
100%
Retention (6 mo)
<3 mo
Full Sprint Parity
