Migrante by Galgo is a Chilean FinTech serving immigrants across Latin America — a customer base that is emotionally dependent on timely, personal support. Their old VoIP platform couldn’t keep up: agents had no visibility into who was calling or why, blocked numbers were damaging their reputation, and the volume of new clients was outpacing their ability to respond. With CloudTalk, Galgo made 232,000+ calls in just three months, tripled team efficiency, and grew between 20 and 30 percent every month.
About Galgo
Migrante by Galgo exists for one reason: to help immigrants in Latin America get a fair shot at financial stability. Through personal loans and other financial services, the company supports more than 10 million immigrants navigating unfamiliar financial systems in their new countries.
Based in Chile and operating across LatAm, Galgo runs a high-volume call center that is central to how clients get help. In an industry where trust is everything and urgency is constant, communication can’t fail.
Problem
When Broken Phones and Blocked Numbers Became a Business Problem
Before CloudTalk, Galgo relied on physical mobile phones issued to call center agents. In an industry with high staff turnover, that created constant friction: phones were returned late or broken, numbers were being blocked by carriers, and inventory costs kept climbing.
Beyond the equipment problems, their old VoIP platform gave agents no way to see which clients were calling or what they needed. When a surge of new immigrants flooded in, the system couldn’t keep up. Agents didn’t know who to prioritize. Clients weren’t getting help quickly enough.
Galgo needed a solution that could do three things: reach clients personally, reduce missed calls, and make their agents measurably more productive.
Evaluation
A First Switch That Made Things Worse
Galgo didn’t come to CloudTalk first. They tried another VoIP provider — and their problems got worse.
The cost of placing calls was prohibitively high, and the service cut out the moment an account reached its credit limit. There was no automatic top-up system. Agents had no way to stay connected, and clients were left without support at critical moments.
With strict criteria now in hand — ease of use, real KPI tracking, cost efficiency, and one-click integrations — Galgo went looking again.
Solution
Replacing Phones with a Platform
The shift to CloudTalk eliminated Galgo’s hardware problem entirely. Agents now work from computers and headsets, with no phones to issue, track, or replace.
The biggest immediate impact came from CloudTalk’s real-time dashboard. For the first time, managers could see exactly what was happening across the team: blocked calls, average wait time, average handle time, call arrival rate. Metrics that had previously been invisible were now a click away.
Using Agent Reporting, Galgo could accurately measure individual performance — and tie that data directly to how performance bonuses were allocated. Keeping track of more than 180 agents would have been impossible without it.
Scaling was just as simple. Adding a new agent meant adding them to the control panel. No hardware orders, no logistics.
As a company, we are proud to be able to grant access to people who want to begin a new life in our country. We trust that immigrants are a contribution to the country that receives them both culturally and in their contribution to the labor and economic force. There’s no doubt that CloudTalk has been a tool to fulfill the purpose.
Results
232,000 Calls. Three Months. Growing Every Month.
The numbers came quickly. In just three months, Galgo’s team made 232,000+ inbound and outbound calls across 8 phone numbers, spending 352,000+ minutes on the phone with clients.
Team efficiency tripled. And the company grew between 20 and 30 percent per month — even through the difficulties of the COVID pandemic.
Scaling no longer required an external data center or complex infrastructure. CloudTalk handles everything. Galgo runs a full call center operation with nothing more than computers, headsets, and a stable internet connection.
Takeaway
For Galgo, the mission is personal. Every unanswered call is a person who didn’t get help navigating a system that was never designed for them. CloudTalk didn’t just fix a technology problem — it gave the team the capacity to grow without losing the thread of why they exist.
