What Callink does

Callink is a Brazilian business process outsourcing (BPO) and customer experience company headquartered in Uberlândia, Minas Gerais, and a subsidiary of the diversified conglomerate Grupo Arcom. Founded in 2006, the company operates more than 9,000 employees across units in Uberlândia, Uberaba, Barueri, and Jundiaí, with new sites announced in Aracaju (Sergipe) and pending from the Algar Tech acquisition. It serves primarily large Brazilian enterprises in financial services (Bradesco, PagBank, Mercado Pago, Captalys), telecommunications (Claro), and benefits platforms (Pluxee), delivering call-center, back-office, fraud-alert, chargeback, debt collection, and customer-relationship services organized into four verticals: CLK BPO, CLK LABS, CLK Cobrança, and CLK CX.

The technology core is a suite of six proprietary AI and automation products hosted within CLK LABS: Maestro (text analytics and conversational insight generation), Boris (an NLP chatbot and pocket-BI assistant with anomaly detection, predictive query handling, and AI-generated audio podcast reporting reaching 40+ operations and 1,300+ report combinations), fSense (home-office desktop monitoring and DLP), MetaFlow (LGPD/Anatel-compliant lead generation and SDR automation), Team Task (workflow management with a documented 40% productivity uplift over nine years of deployment), and DigiCOB (a digital debt-collection platform managing roughly R$15 billion in monthly portfolio across approximately 6 million customers and recovering around R$120 million monthly through ~300,000 negotiations). AI capability types span NLP, anomaly detection, process automation, generative AI for content, predictive analytics, and knowledge retrieval, deployed both inside Callink's own operations and, increasingly, sold to external buyers.

Callink generates revenue from five main streams: managed BPO services under multi-year enterprise contracts, transaction/performance fees from DigiCOB collections, subscription/SaaS licensing of standalone AI tools (notably Boris since 2023), professional services for specialized consulting and workforce allocation, and outcome-based fees from MetaFlow sales campaigns. The go-to-market combines direct enterprise field sales, inside sales for inbound and outbound SaaS prospecting, and channel partnerships (Pluxee, Captalys). Pricing is contract-based and not publicly disclosed, and all operations are domestic to Brazil.

Name

Callink

Legal name

Callink

Website

https://callink.com.br

Company type

Private

Founded year

2006

Operating status

Operating

Headcount range

5,001–10,000 employees

Short description

Callink is a Brazilian BPO and customer experience company providing AI-powered call center, back-office, debt collection, and customer relationship services to banks, fintechs, telecom operators, and benefits platforms across Brazil.

Ownership category

akta.pro rank

Product category

Customer Experience / Business Process Outsourcing (BPO)

NAICS

Telephone Call Centers (56142), Telemarketing Bureaus and Other Contact Centers (561422), Office Administrative Services (561110), Computer Systems Design and Related Services (54151), Other Management Consulting Services (541618)

SIC

Services-Management Services (8741), Services-Computer Programming, Data Processing, Etc. (7370), Services-Management Consulting Services (8742)

akta.pro primary industry

General Customer Service (Order/Account/Inquiries) (BPAAABAA)

akta.pro secondary industries

Billing, Payments & Account Administration Centers (BPAAAAAF), Telesales & Inside Sales Outsourcing (B2B/B2C) (BPAAADAE), Business Process-Aligned IT Outsourcing (ITO + BPO Integrated) (BPAEAMAJ)

Keywords

• Business process outsourcing
• Customer experience services
• Digital debt collection
• AI contact center
• Customer relationship management

Headquarters

HQ city

Uberlândia

HQ country

Brazil

HQ region

Latin America

Offices8 records

Markets served

GTM type

B2B

Offering type

Services

Cost components

Personnel, Operations, Technology or R&D, Marketing or Sales, Infrastructure

Revenue model

1. BPO Services Revenue: Core revenue from business process outsourcing services including call center, customer relationship management, fraud prevention, chargeback handling, and back-office operations. Delivered through four verticals: CLK BPO, CLK Labs, CLK Cobrança, and CLK CX.
2. Debt Collection / DigiCOB: Digital debt collection services charged on a transaction/performance basis. DigiCOB recovers approximately R$120 million per month across ~300,000 negotiations, managing a R$15 billion monthly collection portfolio.
3. Software-as-a-Service / AI Tools Licensing: Licensing of proprietary AI and analytics tools (Maestro, Boris, fSense, MetaFlow, Team Task) as standalone or bundled solutions to clients, including non-Callink BPO customers. Boris was announced as available for external commercialization in 2023.
4. Professional Services: Specialized workforce allocation, consulting, and implementation services for critical business operations.
5. Sales & Lead Generation (MetaFlow): Revenue from SDR and lead generation campaigns through the MetaFlow platform, including campaign management and sales process automation.

Pricing tiers

Go-to-market motion4 records

Distribution channels5 records

Marketing channels8 records

Core offering

Callink provides business process outsourcing (BPO) and customer experience solutions to large enterprises, organized around four verticals: CLK BPO (call center and customer relationship services), CLK LABS (proprietary AI and automation products), CLK Cobrança (digital debt collection via the DigiCOB platform), and CLK CX (customer experience consulting). The company's core operations span contact center management, fraud prevention, chargebacks, back-office automation, debt recovery, and lead generation for clients across financial services, telecommunications, retail, education, and benefits. It pairs large-scale human operations (9,000+ employees) with homegrown AI tools (Maestro, Boris, fSense, MetaFlow, Team Task) to deliver managed services and SaaS technology to enterprise clients in Brazil.

Product overview

Callink is a BPO and customer relationship management company offering a portfolio of four verticals: CLK CX (customer experience consulting), CLK LABS (AI and automation technology products), CLK BPO (call center services), and CLK Cobrança (digital debt collection). CLK LABS is the technology engine containing AI-powered products including Maestro (data analytics and insights), Boris (virtual assistant and business intelligence), fSense (home office management), MetaFlow (sales automation and lead generation), Professional Services (staffing), and Automations (process automation). The company operates as a unified ecosystem where these products are offered both independently and integrated with service delivery.

Differentiator

Problem solved

Functional benefit

Brands

• CLK BPO: Call center and differentiated BPO services combining technology, intelligence, and experience to strengthen brand-customer relationships.
• CLK LABS
• CLK CX
• CLK Cobrança
• DigiCOB
• Maestro
• Boris
• fsense
• MetaFlow
• Professional Services
• Automação

Products and services

• CLK BPO Call center and differentiated BPO services combining technology, intelligence, and experience to strengthen brand-customer relationships across contact center, back-office, fraud prevention, chargebacks, and customer relationship management. Serves enterprise clients in financial services, telecom, retail, and benefits.
• CLK LABS AI and automation tools division of Callink offering intelligent customer service solutions including Maestro, Boris, fSense, MetaFlow, Professional Services, and Automations for optimizing customer experience, personalization, and continuous improvement.
• CLK CX Customer experience consulting specializing in customer journey development, process efficiency, and automation to improve brand-customer relationships. Advises enterprises on CX strategy regardless of industry or business size.
• CLK Cobrança (DigiCOB) Digital debt collection and credit recovery services focused on customer re-conquest with customized solutions, featuring 100% digital negotiation via multiple channels (WhatsApp, self-service portals, virtual collector). Manages R$15B monthly collection portfolio across ~6M customers, recovering ~R$120M/month through ~300,000 negotiations.
• Maestro AI-powered data analytics solution that transforms large volumes of conversation data into valuable business insights with automatic context analysis across multiple channels. Includes text analytics and AI-driven process automation capabilities. Available as a standalone product within CLK Labs.
• Boris AI-powered virtual assistant and chatbot using natural language processing for operational data management, business alerts via Central de Alertas, KPI analysis, and AI-generated podcast reporting. Supports 40+ operations with over 1,300 report combinations. Now also available as a standalone product to external clients.
• fSense Home office team management solution with desktop monitoring, automatic overtime blocking, risk management, information security, and DLP (data loss prevention). Designed for distributed and remote call center environments.
• MetaFlow Sales lead generation and SDR solution with qualified online leads, LGPD and Anatel compliance, optimized campaign management, sales process automation, and specialized sales development representative intervention when needed in the digital journey.
• Professional Services (CLK Labs) Specialized professional staffing and workforce allocation for critical resource management, providing customized consulting services for operational efficiency and tailored engagement models for client operations.
• Automations (CLK Labs) AI-driven process automation solutions for contact centers delivering immediate cost reduction, improved customer satisfaction, and reduced critical failures. Includes tested and award-winning implementations.
• Team Task Intelligent workflow and demand management system for back-office operations that receives tasks from multiple channels and routes them in real time to appropriate human or robotic teams based on competency. Includes KPI dashboards, real-time reporting, and delivers an average 40% productivity improvement in back-office operations.

Quantifiable outcome

• Up to 50% reduction in handling time for specific dispute processes
• +11 more outcomes

Named customers8 records

Segments4 records

Ideal customer profiles4 records

Technology focussed Yes

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

AI capability9 records

Feature9 records

Partnerships

Eight partnerships are on record, tiered core.

• Algar TechcoreStrategic or Co-development Partner · 1 October 2025The parent group of Callink signed a contract to acquire Algar Tech, a CX (customer experience) company from Grupo Algar, subject to CADE regulatory approval. The acquisition will add Algar Tech's operations in Hortolândia (SP), Teresina (PI), Uberlândia and Ituiutaba (MG) to the Callink group, expanding the portfolio with additional BPO services and scale.
• Fidelity National Serviços e Contact Center Ltda.coreStrategic or Co-development Partner · 1 February 2025The parent group of Callink acquired Fidelity National's Brazilian operations, specialized in call center, fraud alert handling, chargebacks, and credit card back-office services. The acquisition was approved by CADE (January 2025) and added units in Jundiaí and Barueri (São Paulo) to Callink's operations, effectively doubling the company's size.
• Pluxee (formerly Sodexo Benefícios e Incentivos)coreStrategic or Co-development Partner · 1 November 2023Pluxee, a global leader in employee benefits and engagement with operations in 31 countries serving 36 million consumers, partnered with Callink to expand its network of accredited establishments (merchants) in Brazil. Callink provides personalized prospecting, merchant outreach, and relationship management services. The operation was launched in Uberlândia with a rapid implementation timeline.
• ClarocoreGTM or Marketing Partner · 1 July 2022Longstanding partnership with Claro covering multiple operations including customer care, technical support, broadband sales, and digital channels. A dedicated 'Single Prospect' cell developed for Claro was recognized with diversity awards. Operations include the premium Black Vip service for high-profile customers. Partnership expanded to new sales operations in 2022 and broadband sales in 2022.
• CaptalyscoreStrategic or Co-development Partner · 1 November 2021Captalys, a credit infrastructure platform that has moved over R$60 billion in loans over 11 years and processes 1.5 million monthly credit operations, partnered with Callink for customer support on its Tomático digital credit platform. Callink handles inbound leads who abandon the credit application process, providing consultative closing and improving conversion rates for the platform.
• Mercado PagocoreGTM or Marketing Partner · 1 January 2021Expanded partnership with Mercado Pago covering customer relationship and back-office operations within the fintech's payments and credit ecosystem.
• PagBankcoreGTM or Marketing Partner · 1 January 2021Partnership covering PagBank's ombudsman, SAC (customer service), back-office, and multiple other operations. The ombudsman operation won the 2025 Cliente S/A award for its transformation outcomes.
• BradescocoreGTM or Marketing Partner · 1 January 2020Longstanding partnership with Bradesco covering debt recovery (PRCV program, multiple 1st-place finishes), back-office credit card operations, and digital transformation cases. The back-office transformation case won the 2020 Relatório Bancário Digital Transformation award.

Scale indicators17 records

Recent moves9 records

Expansion highlights6 records

Broad incumbents

• Foundever: Global CX/BPO player (formerly Sitel) competing for outsourced contact center and digital CX mandates from large enterprise clients across financial services and telecom.
• Concentrix: Global customer experience and BPO incumbent with significant Brazilian delivery; competes on large multi-year enterprise outsourcing contracts spanning voice, digital, and back-office.
• Stefanini: Brazilian-origin IT services and digital solutions group with BPO/CX offerings, comparable in enterprise mix and Latin American geographic reach to Callink's AI-augmented BPO model.
• Cognizant: Global IT services and BPO player offering integrated process-aligned IT outsourcing plus BPO for financial services and telecom, analogous to Callink's combined CLK Labs + CLK BPO stack.
• IBM Consulting: Large-scale global consulting and services incumbent with CX consulting, automation, and AI tool offerings that overlap with Callink's CLK CX advisory and Maestro/Maestro-style analytics propositions.

Direct peers

• Atento: Latin America-focused BPO with strong presence in Brazil; competes directly with Callink on call center, debt collection (similar to DigiCOB), and CRM BPO for telecom and financial services clients.
• Teleperformance Brasil: The largest contact center/BPO operator in Brazil and globally, directly competing with Callink across telco, financial services, and CX outsourcing for enterprise logos including banks and telecom carriers.
• AeC: Large Brazilian BPO and contact center group competing for the same multi-vertical enterprise relationships (banks, telecom, retail) with omnichannel voice/chat and back-office offerings analogous to CLK BPO.
• Algar Tech: Brazilian CX/BPO subsidiary of Grupo Algar, Callink's announced acquisition target, with directly overlapping call center, back-office, and digital CX offerings for enterprise clients.

Emerging players

• Ci&T: Brazil-headquartered digital and technology services firm with AI and automation capabilities relevant to Callink's CLK Labs/CLK CX consulting and process automation propositions.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat6 records

Key risks7 records

Key highlights7 records

Customer concentration

• YouTubeyoutube.com/@Callinkclk
• Facebookfacebook.com/Callinkclk
• LinkedInbr.linkedin.com/company/callink-call-center
• Instagraminstagram.com/callinkclk

Revenue estimate

Valuation estimate

Number of profiles

Profiles7 records

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Callink