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Outbound Call Centers
Recruiting. Training. QA. Campaign management. Workforce planning. We build and run your outbound operation end-to-end. You keep full visibility and control over outcomes.
Dedicated Outbound Teams
Agents trained exclusively on your campaigns, scripts, and customer profiles. Your retention saves, your appointment bookings, your outreach. Nothing else.
Trained on Your Playbook
Every agent completes product certification, script mastery, and live call shadowing before making a single outbound dial. They know your customers before they pick up the phone.
Built-In Quality Assurance
3 QA evaluations per agent per week. Weekly calibrations with your team. Monthly trend reviews to sharpen scripts, improve save rates, and tighten appointment show rates.
Campaign Management
List segmentation, dialing strategy, contact rate optimization, and pacing adjustments. Your campaigns reach the right customers at the right time.
Performance Reporting
Weekly KPI dashboards covering save rate, contact rate, appointment show rate, calls per agent, and campaign-level metrics. No black boxes.
Scalable by Design
Start with a pilot campaign. Scale to hundreds of agents. Phased ramp validates scripts and benchmarks before expanding.
Across active retention programs
English-Spanish, accent-neutral
vs. U.S. fully-loaded costs
PST, CST, EST coverage
Across active inbound programs
Customers are canceling and nobody calls them back. Appointments no-show because nobody confirmed them. Survey response rates are in the single digits. You know proactive outreach works. You just don’t have the team to do it consistently.
Retention Gaps
A customer calls to cancel. Your inbound team processes the request and moves on. Nobody follows up with a save offer. Nobody calls the at-risk accounts before they reach that point. Every missed touchpoint is a customer you could have kept.
Offshore Outbound Friction
12-hour time differences. Scripts that sound translated. Customers hang up before the agent finishes the first sentence. Outbound calling services from the wrong location create more friction than results. You saved on cost but lost on contact rate and customer trust.
No-Shows and Missed Follow-Ups
Appointments go unconfirmed. Post-service callbacks never happen. Renewal reminders get sent by email and ignored. Your team is stretched across too many priorities to run consistent proactive outreach. The opportunities pile up untouched.
You need outbound call center services that save customers, fill appointment slots, and keep your brand in front of the people who matter. Amalga runs the operation, owns the metrics, and is accountable for the outcomes.
Our name comes from “amalgamate.” We unite U.S. companies and Latin American talent into one high-performing outbound operation. Not two disconnected worlds. Not a vendor relationship. One team.
Most outbound providers hand you a dialer and a list and call it a day. Amalga delivers managed outbound call center services with trained agents, QA, coaching, campaign management, and reporting built in from day one. Save rates go up, no-show rates go down, and your proactive outreach actually reaches people.
That means your at-risk customers hear a confident, fluent professional who knows your product and your retention offers. Your appointment confirmations happen on time, every time. Your post-service surveys get real responses because the person on the phone knows how to have the conversation.
Our leadership comes from Concentrix, Teleperformance, GE, Bloomberg, and Apollo Global Management. We’ve built outbound call center operations at scale before. We’ll build yours.
40%
Save Rate (Retention)
90%+
CSAT Score
< 5%
Monthly Attrition
40-50%
Cost Savings vs. U.S.
Our telco client improved CSAT from 70% to 91% and reduced AHT by 2 minutes across retention and outbound care programs. Our apparel retail client went from CSAT scores 20–25% below target to 92% CSAT and 64% NPS within 3 months of launch.
Not sure whether outbound call center 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 an omnichannel apparel retailer rebuilt its customer operation with dedicated nearshore teams.
The Challenge
The Solution
The Results
20–25% below target → 92% CSAT
Below industry average → 64% NPS
95%+ of hired candidates passed internal C2 validation on first attempt
97%
Customer Experience and Quality Global Head
Global Operations Director
*Results vary by engagement. This case study reflects one client’s experience.
Outbound call center services work best when your agents use your tools. We train our agents on your dialer, CRM, and campaign management 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."
"The commitment and experience provided to this new project implementation was above the initial expectations."
Our outbound call center services cover customer retention and win-back, appointment setting and confirmation, post-service follow-up, customer surveys and feedback, proactive notifications and reminders, and renewal outreach. For outbound sales, lead qualification, and collections, we offer dedicated service lines — see our virtual sales outsourcing, lead management outsourcing, and collections outsourcing pages
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 and campaign performance improving.
Our agents speak fluent, accent-neutral English and understand U.S. culture and communication expectations. Every agent is trained on your products, your messaging, and your customer profiles. Customers 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, RingCentral, Twilio, Talkdesk, Salesforce, and HubSpot. If you use it, we can work in it.
We launch outbound call center teams through a phased ramp-up approach. Teams typically go live in 3–6 weeks depending on campaign complexity and training requirements. Engagements begin with a pilot campaign to validate scripts, contact strategies, and performance benchmarks, followed by controlled scaling as results stabilize.
Our standard outbound call center 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. We also maintain TCPA compliance protocols including DNC list scrubbing, consent verification, and time-of-day dialing restrictions. NDAs and data handling agreements are standard on every engagement.
Yes. We build scalability into every outbound program. Our recruiting infrastructure can source and onboard additional agents quickly, and our workforce management team monitors volume trends to flag capacity gaps early. We work with you to plan for campaign surges so performance never drops.
Traditional outbound call centers sell dials per hour and measure success by talk time. Amalga builds dedicated outbound call center teams trained on your campaigns, measured against your save rates, show rates, and contact rates, and continuously improved through QA, coaching, and governance. You get a partner who owns outbound call center service delivery outcomes, not just activity metrics.
Tell us about your outbound call center services goals.
We’ll come back with a plan that fits your campaigns, volume, and budget.
