Recruiting. Training. QA. Workforce management. We run the CX operation end-to-end. You keep full visibility.
Omnichannel Coverage
Voice, chat, email, SMS, social media, and back-office support from one dedicated team.
Trained on Your Brand
Every agent learns your products, tone, and brand standards before taking a single interaction.
Built-In Quality Assurance
2 QA evaluations per agent per week. Weekly calibrations. Monthly trend reviews.
Workforce Management
Coverage planning, scheduling, and real-time adherence monitoring across every shift.
Performance Reporting
Weekly KPI dashboards covering CSAT, AHT, FCR, SLA, and agent-level metrics.
Scalable by Design
Start with a pilot. Scale to hundreds. Phased ramp validates workflows before expanding.
Across active CX programs
English-Spanish, accent-neutral
vs. U.S. fully-loaded costs
PST, CST, EST overlap
Calls, emails, chats, tickets
You're spending more on customer support than ever. But CSAT is flat, agents are churning, and every channel you add creates another silo. Something isn't working. Customer experience outsourcing exists to solve exactly this.
In-House Burnout
Agent turnover above 30% annually. Constant recruiting and retraining. Your best people are struggling instead of improving the experience. Quality suffers when your team is always starting over.
Offshore Friction
12-hour time differences. Scripts that sound translated. Cultural gaps that frustrate your customers. You saved on cost but lost on CSAT and brand trust.
Fragmented Channels
Voice in one system. Chat in another. Email backlogs growing. No unified view of the customer journey. Agents toggle between tools while customers repeat themselves.
You need customer experience outsourcing that delivers 90%+ CSAT, keeps attrition under 5% as monthly average, and improves QA scores month over month. 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 CX operation. Not two disconnected worlds. Not a vendor relationship. One team.
Most outsourcing providers hand you agents and walk away. Amalga delivers a managed CX operation with playbooks, QA, coaching, and reporting built in. CSAT goes up, attrition goes down, and the operation tightens every month.
That means your customers get the same experience whether they call on Monday morning or chat online on Saturday night. Your brand voice stays intact, your metrics go up, and your costs go down.
Our leadership comes from Concentrix, Teleperformance, GE, Bloomberg, and Apollo Global Management. We've built customer experience outsourcing operations at scale before. We'll build yours.
90%+
CSAT Score
85%
First Contact Resolution
< 5%
Monthly Attrition average
30-40%
Cost Savings vs. U.S.
Across industries: Our global apparel retail client went from CSAT scores 20-25% below target to 92% CSAT and 64% NPS within 3 months of launch. Our fintech CX client improved CSAT by 10 percentage points and reduced attrition to under 5% within 6 months.
Not sure whether customer experience 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.
Nearshore customer experience outsourcing puts your CX team in your time zone. 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.
Same-day site visits. Real oversight. No jet lag. Your CX team works when you work.
Top Universities
Tec de Monterrey, UNAM, ITAM
55K+ BPO/Tech Talent
Monterrey + Mexico City
Culturally Fluent
No communication gaps or rework cycles
Stable & Secure
ISO 27001 certified facilities
How customer experience outsourcing transformed a global omnichannel apparel retailer.
The Challenge
The Solution
The Results
92% CSAT
64% NPS
< 5% monthly Attrition in production on average, and no attrition during the 4-week training + nesting ramp
Customer Experience and Quality Global Head
Global Operations Director
*Results vary by firm. This case study reflects one client's experience.
Customer experience outsourcing works best when your team uses your tools. We train our agents on your platforms and processes, from CRM to helpdesk, dialer, and WFM. They integrate into 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 customer experience outsourcing teams provide comprehensive support across voice and digital channels, including inbound and outbound calls, live chat, SMS, email, and social media. We tailor coverage models and workflows to align with your customer journey, interaction volumes, and service-level requirements.
We use documented playbooks, structured onboarding, QA monitoring and coaching, and clear performance reporting. Team leads and governance rhythms keep execution consistent and continuously improving. QA sampling typically covers 2 evaluations per agent per week, with weekly or bi-weekly client-aligned calibrations.
Our agents speak fluent, accent-neutral English and understand U.S. culture and business expectations. We train every agent on your products, your tone, and your brand standards so customers can't tell the difference between your team and ours.
Our agents train on your tools and work inside your environment from day one. Our existing teams already work in Salesforce, Zendesk, Genesys, Five9, NICE, HubSpot, and Freshdesk. You don't need to train our teams in any of these tools.
We launch customer experience outsourcing teams through a phased ramp-up approach. Teams typically go live in 2-4 weeks depending on training readiness and program complexity. Engagements begin with a pilot or small initial team to validate scripts, workflows, and KPIs, followed by controlled scaling as performance stabilizes.
Our standard CX 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. SOC 2 Type II in progress. NDAs, data handling agreements, and IP protections are standard on every engagement. We also accommodate client-specific security requirements. All facilities are access-controlled and monitored.
Yes. We build scalability into every 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. As a BPO provider focused on customer experience outsourcing, Amalga builds dedicated CX teams that are trained on your brand, measured against your KPIs, and continuously improved through QA, coaching, and governance. You get a partner who owns CX outcomes, not just headcount.
Tell us about your customer experience outsourcing goals.
We'll come back with a plan that fits your volume, channels, and budget.
