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Telecom BPO Services
85%
CSAT
40%
Save Rate
40–50%
Cost Savings
96%
Client Retention
100% U.S.
Time Zone Aligned
Customer care, tech support, retention, and sales teams trained on your platforms. Not generic reps reading scripts.
Customer Care & CX
Billing, account management, plan changes, and pre-paid activation. For regional carriers and MVNOs, this is the high-volume frontline that separates churn from loyalty.
85% CSAT • 70–75% FCR • 480s AHT
Tech Support
Tier 1 and Tier 2 troubleshooting for modems, routers, Wi-Fi, outage triage, and service dispatch. For ISPs and broadband providers, every issue resolved by phone is a $150-300 technician visit avoided.
60–70% FCR • 720s AHT • ≤30s ASA
Retention & Save
Cancel-intent handling, win-back campaigns, and save offers. For carriers losing subscribers, our trained closers understand the math behind every offer and the psychology behind every call.
40% Save Rate • 15–30% Retention Offer Conversion • 840s AHT
Sales & Upsell
Inbound upsell during care calls, outbound upgrade campaigns, and B2B VoIP lead qualification. For carriers looking to grow ARPU, trained agents spot upgrade opportunities inside every service interaction.
5–10% Care Upsell Rate • 15–30% Retention Offer Conversion
Your subscribers expect instant support.
Let's build the team that delivers it.
Your telecom outsourcing team shouldn't have to explain to agents why a dropped VoIP call requires a different troubleshooting path than a broadband outage. Or why the save script that works on a prepaid customer will lose you an enterprise deal. Or how one mishandled billing dispute turns into a BBB complaint and a Reddit thread.
Our telecom teams already know. They've run tech support queues, handled cancel-intent calls, and kept subscribers from churning over problems that should have been solved on the first contact. Our experience in telecom business process outsourcing shows up in your KPIs: 85% CSAT, 40% save rate, under 7% attrition.
96%
Client Retention
96.8%
Annual Team Retention
<7%
Monthly Agent Attrition
Telecom support requires cultural alignment, real-time collaboration, and agents your subscribers actually want to talk to. Our nearshore telecom BPO services deliver what offshore cannot.
Two Hours Away, Not Twelve
Monterrey is a direct flight from most U.S. cities. Same-day visits. Same time zones.
Callers Cannot Tell the Difference
100% bilingual, accent-neutral English. No scripts that sound translated. No cultural gaps.
40–50% Cost Savings
Nearshore cost efficiency with domestic-quality CX. No trade-offs. Amalga’s 96% client retention proves it.
Deep Talent Pool
55,000+ BPO professionals in Monterrey and Mexico City. Pipeline from Tec de Monterrey, UNAM, and ITAM.
High Agent Attrition
Agents leave for $1 more an hour. Institutional knowledge walks out the door. Training never ends. Turnover is killing productivity.
CSAT Declining Under Volume
Growth is outpacing support. Fiber build-outs and seasonal surges drive hold times up. Customers call back because the first interaction didn’t resolve.
Save Rates Below Target
Cancel-intent calls go to junior reps reading scripts. Save rate stuck below 30%. Every lost subscriber is recurring revenue gone.
Tech Support Bottlenecks
Simple issues keep getting escalated. Queues back up. Every unnecessary service visit costs $150-300. The math stops working in your favor.
Too Small for the Big BPOs
Large BPOs treat mid-market carriers like afterthoughts. You get their B-team, their recycled playbooks, and pricing that assumes you have enterprise volume.
Cost Pressure Without Quality Trade-Offs
Domestic is expensive. Offshore killed your CSAT. You need cost savings without quality trade-offs, and neither option is delivering.
If your customers are calling about connectivity, billing, or service - we’ve built the operation to handle it.
Tier 2 and Regional Carriers
Mid-market carriers that need enterprise-grade CX without enterprise-grade BPO pricing. With Amalga, mid-market doesn't mean mid-priority.
ISPs and Cable Companies
Fiber, fixed wireless, and cable providers with heavy tech support volume. Amalga handles Tier 1 and Tier 2 troubleshooting so your field teams focus on installs, not phone queues.
MVNOs
Pre-paid and budget carriers where margins are tight and subscriber lifetime value is everything. Amalga builds lean support and retention teams that protect revenue without inflating costs.
Fiber and Broadband Providers
Fast-growing regional broadband companies whose customer base is growing faster than their team. Amalga scales support alongside your fiber build-outs without permanent headcount.
B2B VoIP and UCaaS Providers
Unified communications companies that need specialized technical onboarding and partner support. Amalga handles onboarding, outbound lead qualification, and Tier 1 support for UCaaS platforms.
National Telecommunications Companies
Tier-1 carriers that need to outsource niche functions without risking brand standards. Amalga runs retention desks, overflow support, seasonal spikes, and new product launch teams.
"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 ProviderThe Challenge Handle times were climbing. CX scores were stuck at 80% against a 90% target. Inbound sales conversions sat below 1%. A national telecommunications provider needed to turn the operation around before the numbers got worse.
The Solution Amalga’s team deployed a structured tollgate framework with data-driven coaching, escalation governance, and real-time performance monitoring. Four months later, the numbers told a different story.
~25 min → ~15 min
Average Handle Time
80% → 89%
Customer Experience
<1% → 2%
Inbound Sales Conversion
*Results vary by engagement. This case study reflects one client’s experience.
Fewer escalations. Faster resolutions.
Subscribers that stay. Let's build your telecom BPO team.
“The shift to data-driven coaching fundamentally changed performance consistency. We moved from reactive management to structured behavioral control, and the results were measurable.”
The right model depends on your operation, your volume, and your priorities.
| Factor | In-House | Outsourcing With Amalga |
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$45–65K+ per agent per year before you add benefits, training, and attrition costs. |
40–50% savings. Dedicated agents with full management included.
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3–6 months to recruit, hire, train. |
Go-live in 2–8 weeks. Amalga handles recruiting, training, QA.
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New hires, desks, management layers. |
Scale with demand. Seasonal spikes handled without permanent headcount.
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You build and manage your own QA. |
Built-in QA. 85% QA scores. Real-time monitoring. ISO 27001 certified.
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40%+ annual attrition industry average. |
96.8% annual retention. <7% monthly attrition.
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Shift premiums for extended hours. |
U.S. time zone aligned (PST, CST, EST).
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You own PCI, HIPAA, ISO, SOC 2. |
ISO 27001 certified. PCI, HIPAA compliant. SOC 2 Type II in progress.
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You manage recruiting, training, QA, HR. |
Amalga owns recruiting, training, QA, HR, facilities, operations.
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Amalga provides telecom BPO services including customer care, tech support (Tier 1 and Tier 2), retention and save programs, and inbound/outbound sales. We handle billing, plan changes, troubleshooting, cancel-intent calls, and lead qualification from our operations in Monterrey and Mexico City, Mexico.
Most telecom clients see 40–50% cost savings compared to equivalent U.S.-based teams. That includes fully loaded costs: agents, management, QA, training, HR, facilities, and technology infrastructure.
We work with regional carriers, ISPs and cable companies, MVNOs, fiber and broadband providers, B2B VoIP and UCaaS providers, and national telecommunications companies. Our strongest fit is mid-market telecom companies and regional ISPs.
Our agents use your tools. We train on Salesforce, Amdocs, CSG, Genesys, Five9, NICE CXone, Zendesk, and other BSS/OSS and contact center systems. No migration required.
For one national telecom outsourcing client, we improved CX scores from ~80% to 89%, cut AHT from ~25 minutes to target, and doubled inbound sales conversion from under 1% to 2% - all within four months.
Customer care teams go live in 2-4 weeks. Tech support and retention teams take 4-8 weeks from kickoff to first live call. Amalga handles recruiting, onboarding, training, and QA setup.
We are ISO 27001 certified, PCI DSS compliant, HIPAA compliant, with SOC 2 Type II in progress. Compliance is built into the operation from day one.
All agents are 100% bilingual (English-Spanish) with accent-neutral English. U.S. time zone aligned - PST, CST, and EST coverage.
Whether you’re a regional carrier scaling CX or an ISP building out fiber support, our telecom BPO services deliver. Let’s talk.
Let’s find together what is possible for your telecom business.
