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Inbound Call Centers
Recruiting. Training. QA. Workforce management. We build and run your inbound operation end-to-end. You keep full visibility and control over outcomes.
Dedicated Inbound Teams
Agents trained exclusively on your products, scripts, and escalation paths. Your calls, your workflows, nothing else.
Trained on Your Brand
Every agent completes product certification, tone calibration, and live call shadowing before taking a single customer call.
Built-In Quality Assurance
3 QA evaluations per agent per week. Weekly calibrations with your team. Monthly trend reviews to catch issues before they become patterns.
Workforce Management
Coverage planning, scheduling, and real-time adherence monitoring to ensure every shift is staffed for your volume patterns.
Performance Reporting
Weekly KPI dashboards covering CSAT, AHT, FCR, SLA attainment, abandon rate, and agent-level metrics. No black boxes.
Scalable by Design
Start with a pilot team. Scale to hundreds. Phased ramp validates call flows and scripts before expanding.
Across active inbound programs
English-Spanish, accent-neutral
vs. U.S. fully-loaded costs
PST, CST, EST overlap
Across active inbound programs
Hold times are climbing. Agents are churning. Callers are hanging up before they ever reach a human. You are paying more for inbound support that delivers less.
Agent Burnout and Turnover
Turnover above 40% annually. Constant recruiting, onboarding, and retraining cycles. Your best agents leave for $1 more an hour, and the next hire starts from zero. Every departure costs you quality and consistency.
Offshore Call Center Friction
12-hour time differences. Scripts that sound translated. Cultural gaps that frustrate callers before the conversation starts. You saved on cost but lost on CSAT, FCR, and brand trust.
Volume Spikes You Can’t Staff For
Seasonal surges, product launches, and outage events overwhelm your team. Hold times spike, abandon rates climb, and your best customers get the worst experience at the moment it matters most.
You need inbound call center services that deliver 90%+ CSAT, keep attrition under 5%, and scale with your volume. Amalga runs the operation, owns the reporting, and is accountable for the outcomes.
Our name comes from “amalgamate.” We unite U.S. companies and Latin American talent into one high-performing inbound call center operation. Not two disconnected worlds. Not a vendor relationship. One team.
Most call center providers hand you agents and a headcount invoice. Amalga delivers managed inbound call center services with playbooks, QA, coaching, and reporting built in from day one. Within 90 days, CSAT is up, attrition is down, and your callers notice the difference.
That means your callers get the same experience whether they call at 8 AM on Monday or 8 PM on Friday. Your hold times stay low, your FCR stays high, and your cost per call goes down.
Our leadership comes from Concentrix, Teleperformance, GE, Bloomberg, and Apollo Global Management. We’ve built inbound call center operations at scale before. We’ll build yours.
90%+
CSAT Score
85%
First Contact Resolution
< 5%
Monthly Attrition
40-50%
Cost Savings vs. U.S.
Our fintech client was losing ground on CSAT and productivity during rapid growth. Within 6 months of deploying Amalga’s inbound call center services, CSAT climbed from 73-75% to 85%+, and attrition dropped below 5%. Our apparel retail client went from CSAT scores 20-25% below target to 92% CSAT.
Not sure whether inbound customer service outsourcing is right for your business or if you should keep building internally? Here’s the difference.
Not sure? Talk to us. We'll help you figure out the right model.
Your agents sit two hours away, not twelve. Monterrey and Mexico City offer direct flights from all major U.S. cities. Real oversight. No jet lag. Same-day site visits when you need them.
Houston
1 hr
Monterrey
Dallas
1.5 hrs
Monterrey
Miami
3 hrs
Monterrey
Los Angeles
3.5 hrs
Mexico City
Chicago
4 hrs
Mexico City
Compare that to 15+ hours to Manila or Bangalore. Big difference.
Your call center team works your hours, in your systems, on your terms.
Top Universities
Tec de Monterrey, UNAM, ITAM
55K+ BPO/Tech Talent
Monterrey + Mexico City
Culturally Fluent
No scripts that sound translated
Stable & Secure
ISO 27001 certified facilities
How Amalga’s inbound call center services turned around a fintech platform’s CX operation during rapid growth.
The Challenge
The Solution
The Results
85%+ CSAT
≥2.3 CPH
Under 5% by year-end
*Results vary by engagement. This case study reflects one client’s experience.
Inbound call center services work best when your agents use your tools. We train our agents on your platforms and processes, on your dialer, CRM, WFM, and telephony platforms. They work inside your existing tech stack from day one.
And many more. If your team uses it, we can learn it.
Book a Discovery Call
"The level of communication and quality of the entire implementation has become a blueprint for the rest of the organization."
"Amalga's stability has translated directly into better client experiences and smoother day-to-day operations."
"Working with Amalga has been genuinely enjoyable. They integrated fast, delivered results, and made our day-to-day work easier."
Our inbound call center services cover customer service, Tier 1 technical support, order management, billing and account inquiries, and retention and loyalty programs. We tailor call flows, scripts, and escalation paths to your specific operation and SLAs.
We use documented playbooks, structured onboarding, QA monitoring and coaching, and clear performance reporting. QA sampling covers 3 evaluations per agent per week, with weekly or bi-weekly calibrations aligned to your standards. Team leads and governance rhythms keep execution consistent.
Our agents speak fluent, accent-neutral English and understand U.S. culture and business expectations. Every agent is trained on your products, your tone, and your brand standards. Callers cannot tell the difference between your team and ours.
Our agents train on your tools and work inside your environment from day one. Our teams already work in Five9, Genesys, NICE, Avaya, Talkdesk, RingCentral, Salesforce, and Zendesk. If you use it, we can work in it.
We launch inbound call center teams through a phased ramp-up approach. Teams typically go live in 3-6 weeks depending on training complexity and program requirements. Engagements begin with a pilot team to validate scripts, call flows, and KPIs, followed by controlled scaling as performance stabilizes.
Our standard pod structure is 15 agents to 1 Team Lead to 1 shared QA Specialist. Workforce management is shared at roughly 1 WFM analyst per 60-75 agents. You get a dedicated Client Success Lead and Executive Sponsor for strategic alignment and escalations.
Pricing is based on a monthly per-agent rate that covers everything: the team member, recruiting, training, QA, workforce management, and operational support. No hidden fees. We walk through a full cost breakdown on our first call.
ISO 27001 certified. HIPAA compliant. PCI compliant. SOC 2 Type II in progress. NDAs, data handling agreements, and IP protections are standard on every engagement. All facilities are access-controlled and monitored.
Yes. We build scalability into every inbound program. Our recruiting infrastructure can source and onboard additional agents quickly, and our workforce management team monitors volume trends to flag potential gaps early. We work with you to plan for seasonality so coverage never drops.
Traditional call centers sell seats and measure success by handle time. Amalga builds dedicated inbound call center teams trained on your brand, measured against your KPIs, and continuously improved through QA, coaching, and governance. You get a partner who owns service delivery outcomes, not just headcount.
Tell us about your inbound call center services goals.
We’ll come back with a plan that fits your volume, hours, and budget.
