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Financial Services Call Center Outsourcing
We train every agent on your platforms, your compliance rules, and your escalation paths before the first call, then we own the daily support volume across every channel.
Inbound Account Support
We answer account inquiries, transaction disputes, and onboarding questions in seconds, so your customers reach a real person the moment they need one.
Omnichannel Messaging
We handle chat, email, and SMS on the same trained team, so a customer gets the same accurate answer no matter how they choose to reach you.
Outbound and Retention Support
We run verifications, follow-ups, and win-back calls that keep customers engaged and their accounts active.
Dispute and Escalation Handling
We resolve disputes and route escalations by your rules, documenting every interaction for a clean compliance trail.
When a customer cannot access their money, they do not want a script. They want someone who understands what is happening and can fix it. Our agents handle regulated financial conversations every day, so financial services call center outsourcing with Amalga sounds like your own best team, not an offshore vendor reading from an AI generated script.
At 97.8% annual team retention, the Amalga agents who learn your products keep working your accounts, and that continuity is why our clients hand us more of their operation over time.
Call volume surges faster than you can hire while wait times stretch and CSAT slips. Every agent who quits their job takes months of product and compliance training with them. And on regulated calls, one wrong answer turns a routine question into a complaint.
Falling CSAT
Satisfaction scores drop as wait times climb, and every rough call is a customer deciding whether to bank with a competitor with faster support.
Attrition Resets Your Team
Your best agents leave, new hires take months to ramp on your products and compliance rules, and you pay for the same training cycle again and again.
Compliance Risk on Every Call
Every interaction carries regulatory exposure, and one careless answer on a financial account can turn a routine call into a formal complaint that follows you into an audit.
Lose one customer a day to a long hold and a rough call, and that is 365 relationships a year. What is one customer worth over their lifetime with you?
Long holds and slipping CSAT cost you customers every day you wait. Book a 30-minute call, and we will show you where your service levels are breaking down and how we’ll fix it.
No pressure, no hard sell. Just a conversation about what is possible.
Five steps take Amalga’s team members from your first requirements call to steady performance on your accounts.
A U.S. digital payments platform scaling its support operation
The Challenge
The Solution
The Results
85%+
Under 5%
6 Months
*Results vary by engagement. This case study reflects one client's experience.
Inbound Account Support
Outbound and Retention Calls
Transaction Dispute Handling
Chat and Email Support
SMS and Messaging Support
Customer Onboarding Support
Fraud and Verification Support
Quality Assurance and Reporting
"We needed a partner who could move fast without cutting corners on compliance. Amalga delivered."
"The improvement in CSAT and attrition happened faster than we expected. Their team operates like an extension of ours."
“Amalga’s stability has translated directly into better client experiences and smoother day-to-day operations.”
Our nearshore model provides support in your business hours and in a culture your customers recognize. Our agents speak accent-neutral English and understand how U.S. banking and lending work, so a sensitive account call sounds like your own team handled it.
Nearshore BPOWe train every agent on PCI DSS, applicable state lending rules, and your internal policies before they take a single call. We monitor interactions for compliance in real time, keep audit trails and documentation for your reviews, and walk through our controls during discovery.
ComplianceCompare sticker prices and offshore usually wins, and we will not pretend otherwise. What it often costs you is CSAT and compliance control, the two things that actually keep customers. With Amalga you save 40% to 50% versus U.S. teams and keep both.
PricingWe handle voice, chat, email, and SMS on one dedicated team, so a customer gets the same accurate answer no matter how they reach you. We track quality on every channel, so your financial services customer experience stays consistent end to end.
OmnichannelWe target an average speed of answer under 10 seconds and 85% first contact resolution for financial services clients. We size the team to your volume and monitor service levels in real time, so your customers reach a person quickly and get the issue resolved on the first call.
Service LevelsWe handle process transfer, system access, and training during onboarding, and our playbook-driven approach means we start from a proven process on day one. Single-channel teams ramp in two to four weeks, and multi-channel teams with compliance training ramp in three to six weeks.
ImplementationDone well, a support call solves the problem and strengthens the relationship with your customers. Our agents are trained on your products and tone, read each customer, and know how to keep a sensitive money conversation calm and compliant. Many customers never know your extended team sits in Mexico.
Financial services customer experienceScaling is built into how we work. As your volume grows, we add trained agents through structured handoffs, in-process quality checks, and a governance model built for peaks. Regular calibration calls and reporting keep CSAT consistent as you add channels and accounts.
QualityOur agents work in your tools, because we train on your stack, including Salesforce Financial Services Cloud, Jack Henry, FIS, Fiserv, Genesys, Five9, NICE CXone, Zendesk, and Q2. No migration or additional training is required.
TechnologyStart with a CX assessment with one of our founders. We will discuss your channels, service levels, compliance requirements, and pain points, then scope a financial services call center outsourcing pilot or full engagement around your needs. If we are not the right fit, we will tell you.
Getting StartedFinancial services support means strict regulatory rules, data security, and audit trails. We do not cut corners.
PCI DSS Compliant
Secure handling of cardholder and payment data across every interaction
ISO 27001 Certified
Enterprise-grade information security management system
SOC 2 Type II In Progress
Independent verification of security controls underway
100% Bilingual, U.S. Time Zone
English and Spanish support aligned to your business hours
We recruit, train, and manage a financial services support team around your channels, service levels, and compliance rules, so your satisfaction climbs while your risk stays flat.
Start with customer experience. Expand to collections or back-office support as you grow.
