Amalga Group CEO says nearshore BPO must move from tasks to judgment
- Amalga Group CEO Jens Erik Gould says BPO must move from task execution to judgment.
- Amalga runs nearshore teams in Monterrey and Mexico City.
- Deloitte found 83% of executives used AI in outsourced services.
- Only 25% reported lower costs or better service from AI-powered outsourcing.
TEXAS, UNITED STATES — Business process outsourcing (BPO) providers should use what their frontline teams see to help clients fix recurring problems, not just process tasks faster, says Jens Erik Gould, founder and CEO of nearshore provider Amalga Group.
As AI handles more routine work, Gould says it is time to rethink outsourcing models built only around cost and task completion.
Permission to question the process
Gould has seen the gap across Amalga Group’s nearshore contact center and back-office teams in Monterrey and Mexico City, according to a profile in Global Banking & Finance Review.
“Two teams with identical skills and identical tools will produce very different results,” he said.
“The difference is almost never capability. It is whether the client gave the provider permission to question the process,” Gould said.
Many companies still use models that focus only on cost and task completion, with providers measured on speed, accuracy and cost, the profile said.
It cited Deloitte’s 2024 Global Outsourcing Survey, in which 83% of more than 500 executives were already using AI in outsourced services, but only 25% reported lower costs or better service from AI-powered outsourcing.
Gould believes frontline teams hold insights that cannot be replaced, since they hear the same complaints, notice where customers drop out and spot problems before they show up in reports.
What buyers can change
The profile recommends building a channel that carries frontline insight to decision-makers on a set cadence.
Gould argues buyers should also measure providers on repeat contacts, customer effort and avoidable work, not only on volume, speed and cost.
Providers should be given standing permission to challenge the process, with data to support it, while clients still make the final call, the profile said.
“The most valuable thing a nearshore team can give a client is not a lower rate,” Gould said, but “the reason the same work keeps coming back.”
The profile noted there is still a strong case for transactional relationships when the scope is narrow and the outcome is unambiguous.
Amalga Group, founded in 2021 and headquartered in Dallas, runs teams for legal, financial services, technology, telecom, retail and healthcare companies.
For buyers, the advice is to rewrite scorecards: nearshore outsourcing contracts that pay only for volume reward more work, not less.
Adding repeat-contact and avoidable-work targets to contact center agreements shows whether a provider is fixing problems or just handling them.
Firms comparing Mexican delivery options can start with the top BPO companies in Mexico.
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Disclosure: Outsource Accelerator uses AI tools in the backend of its editorial workflow. Every article is reviewed and verified by a human editor before publication.
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