Our name comes from "amalgamate." To unite into one. That's exactly what we do: bring U.S. companies and Latin American teams together into one high-performing operation, not two disconnected worlds. When you work with Amalga, your nearshore team isn't a vendor. They're an extension of your organization.
96%
Client
Retention
Our clients stick around because we deliver
60 Days
Average ramp time for new BPO teams
90% CSAT
Average client satisfaction score
+50
Years
Experience
Combined leadership experience
Dedicated teams we build, train, and manage across industries and functions.
Technology
Healthcare
Customer Service Representatives
Legal Intake Specialists
Sales & Retention Specialists
Technical Support Agents (T1,T2)
Records Retrieval Specialists
Lead Qualification Specialists
Data Entry / Data Processing Specialists
AP/AR Specialists
Back Office Specialists
QA Specialists
Team Leads
Client Services Managers
Onboarding Specialists
Reporting Analysts / Performance Analysts
Transition Managers
WFM / RTA
Process Improvement Managers
Information Security Analysts
NOC Analysts
Compliance Officers
Full-service nearshore BPO for mid-market companies that value quality, accountability, and results.
Drowning in tickets?
Customer Support
Dedicated CX teams that handle inquiries, complaints, and retention with care.
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Can't scale fast enough?
Call Centers
Inbound and outbound call handling for sales, service, and lead qualification.
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Missing leads after hours?
Legal Intake
Bilingual intake specialists for law firms handling high-volume leads 24/7.
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Compliance headaches?
Records Retrieval
Medical and legal records retrieval with compliance expertise.
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Pipeline stalling?
Virtual Sales
Outbound sales teams for lead generation, qualification, and closing.
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Ticket backlog growing?
Tech Support
L1-L3 help desk and technical support with certified specialists.
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AR/AP piling up?
Finance & Accounting
Dedicated teams across AP/AR, bookkeeping, reconciliations, and financial reporting.
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Admin overwhelming you?
Back Office
Data entry, document processing and administrative support.
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Some clients want direct oversight. We get it. Our Client-Managed Teams model gives you vetted professionals who report to you, while we handle recruiting, EOR onboarding, HR, and ongoing support. We specialize in building Engineering/IT teams (Frontend, Backend, QA, DevOps, SRE & Infrastructure) and Finance & Accounting teams. Same rigorous hiring.
Same cultural fit. You call the shots.
Nearshore BPO means your team works when you work. Same time zone. Bilingual professionals who understand your customers. Quality you can see firsthand.
Real-Time Collaboration
Your team operates in alignment with your preferred working hours, allowing for daily standups, real-time feedback, and hands-on collaboration.
Culturally Fluent Teams
Bilingual professionals who understand U.S. idioms, humor, and business expectations. Many have lived or worked in the U.S.
Close Enough to Visit
A few hours by plane from most U.S. cities. Come see your team in person, build relationships, verify quality firsthand.
Nearshore BPO means your team works when you work. Same time zone. Bilingual professionals who understand your customers. Quality you can see firsthand.
Our teams train on your platforms and processes. CRM, helpdesk, legal software, finance tools. We integrate seamlessly.
And many more. If your team uses it, we can learn it.
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We deliver white-glove service with the rigor of a large-scale operation. You get direct access to leadership and a team that treats your business like their own.
Direct Leadership Access
C-suite involvement on every account. Talk to decision-makers, not a rotating cast of junior reps. Your business is always a priority.
Managed Services, Not a Body Shop
We own execution and outcomes. Documented workflows, clear KPIs, ongoing QA and coaching, regular performance reporting. Predictable delivery.
Enterprise-Grade Security
ISO 27001 certified. HIPAA compliant with BAAs available. SOC 2 in progress. Your data is protected with enterprise-level rigor.
Come Visit Anytime
All clients and prospective clients are welcome to visit our facilities. Meet your team in person, see operations firsthand. A few hours by plane from most U.S. cities.
Our leadership team brings decades of experience from world-class organizations including Concentrix, Teleperformance, Apollo Global Management, General Electric, and Bloomberg.
See how Amalga nearshore BPO teams help clients scale operations, cut costs, and improve quality.
Zero
Backlog Days
$91K/mo
Cost Savings
A California-based LPO was struggling with a 10.6-day intake backlog and 60-day turnaround times on records retrieval. Attorneys were missing deadlines and cases couldn't move forward.
100→<10
Backlog Days
91%+
Intake Completion Rate
New case inquiries were stacking up faster than in-house teams could process them, and cases were aging out of actionable windows.
85%+
CSAT Score
<5%
Agent Attrition
CSAT had fallen below target, productivity was off across voice and messaging, and attrition was above 8% during rapid growth.
89%
CX Score
~25→~15
Avg Handle Time (min)
Previous vendor did not keep up with SLAs, causing customer experience to drop below 75%. Handle times stretched to 25 minutes with no framework to close the gap.
92%
CSAT Score
64%
NPS
Operational performance was significantly below expectations across multiple markets, driven by both performance gaps and talent constraints.
310+
Qualified Appts/Month
0.9→2.2%
Enterprise Conversion
Enterprise conversion was sitting at 0.9%, with regional closers spending roughly half their day prospecting instead of closing — and no centralized SDR function across five markets.
10 Eng.
in 5 Months
40–50%
Cost Savings vs. U.S.
Had to build a nearshore engineering team from scratch in a market where they had no presence, no entity, and no time.
100%
Recon Compliance
<24 hrs
Vendor Payment SLA
Bank reconciliations were falling 7 days behind, vendor payments were taking up to 72 hours to process, and the previous vendor lacked the domain expertise to close the gap.
Discovery & Scoping
We define workflows, KPIs, compliance requirements, and success criteria for your operation.
Solution Design
We design a scalable operating model including team structure, coverage plans, SLAs, QA frameworks, and escalation paths.
Recruit & Build
We source, vet, and hire bilingual professionals aligned to your technical and cultural requirements.
Train & Certify
We shadow your team, co-create training materials, and own onboarding going forward.
Operate & Optimize
We manage day-to-day execution through QA sampling, weekly coaching, calibration sessions, and performance reporting.
Our 5-step process ensures we design, build, and run operations that deliver. Each engagement is supported by a dedicated Client Experience Manager who works closely with your leadership.
We don't just staff your operation. We own it: workflows, QA, coaching, performance, and continuous improvement.
Each phase includes defined outputs, accountability, and performance checkpoints to ensure predictable delivery.
Amalga’s over 90% team retention has translated directly into better client experiences and smoother day-to-day operations.
Amalga’s team helped us achieve a 71% backlog reduction, restoring control and allowing our internal staff to refocus on higher-value work.
We achieved a 25% reduction in average handle time, without sacrificing intake quality or compliance.
Currently onboarding Q1 teams. Tell us about your needs and timeline.
Our delivery model is built for U.S. expectations: bilingual, culturally fluent teams aligned to U.S. time zones, structured onboarding to your brand and processes, and proactive communication rhythms. Our team members are accent-neutral, and many have lived or worked in the United States. You'll find they communicate, write, and engage at the same level as U.S.-based professionals.
Nearshore performance lowers total cost of ownership. U.S.-aligned time zones, strong English, cultural fluency, and proximity make collaboration faster and smoother. That translates into less rework, fewer misunderstandings, quicker ramp-up, higher retention, and less management burden on your team. You're not paying for labor. You're paying for reliable execution and outcomes delivered with the responsiveness of an extension of your operation.
Amalga operates as a managed services partner, not a body shop. We provide documented workflows and SOPs, clear KPIs and SLAs, ongoing QA and coaching, and regular performance reporting. We own execution and outcomes, so you get predictable delivery that improves over time—not a rotating set of people. Our QA process includes weekly calibrations, coaching sessions, and continuous improvement loops.
We are ISO 27001 certified and HIPAA compliant, with business associate agreements available for healthcare data. Our facilities have controlled access and monitored environments. SOC 2 Type II certification is in progress. We take security as seriously as you do and can provide detailed documentation during your diligence process.
Let's talk about how a dedicated nearshore BPO team could support your goals. No pressure, just a conversation.
