Pilot Studies & Industry Benchmarks
CFG launched in 2025. The studies below combine real pilot data, anonymized partner outcomes, and verified industry benchmarks to model what nearshore programs typically deliver. Numbers are sourced from operational telemetry and public industry data, not fabricated.
CFG launched in 2025 and is in the early-engagement phase of a Toronto-headquartered Caribbean and Latin American BPO operation. The studies on this page combine pilot program data, anonymized friend-of-firm test programs, and verified industry benchmarks to show what nearshore programs typically deliver across insurance, Medicare, SaaS, and home services verticals. We do not fabricate client logos or testimonials. When a study is based on industry data rather than a CFG pilot, we say so.
How We Build These Studies
Each study draws from one of three sources: a CFG pilot program (small-scale paid or unpaid trial run with a partner), a friend-of-firm operational test, or modeled outcomes derived from public industry benchmarks (Everest Group, IAOP, Statista, NAIC, CMS, SQM Group) calibrated to typical nearshore Caribbean and Latin American program performance. Every figure is traceable to either our internal operational telemetry or a publicly cited source.
Where the underlying data is from a CFG pilot or partner test, identities are anonymized to vertical, team size, and starting baseline only. Where the data is industry-benchmarked, we mark the study as a benchmark study and cite the source data.
If you want the unfiltered version of any number on this page, ask on a discovery call. We will walk through how each figure was sourced and what assumptions sit underneath it. Numbers that cannot be defended openly do not appear here.
Featured Engagements
Two engagements illustrate how the same nearshore model adapts to very different problems. One was a Medicare agency bleeding margin on outsourced live transfers. The other was a Series B SaaS team buried in a support backlog that no amount of hiring seemed to fix. Both arrived at CFG with a number they could no longer accept and a quarter to fix it.
Insurance / Medicare
Marketplace lead spend was eating the year
A mid-size Medicare supplement agency was paying $65 per qualified live transfer on the open marketplace. Volume was steady, but unit economics had quietly turned on them. Sales velocity stayed the same after CFG, which the client wanted to preserve, and so did the licensing footprint and underwriting partners. What changed was where the conversation started. A dedicated 10-agent nearshore team took over outbound qualification and warm transfer, dropping the per-transfer cost to $8.50 and freeing roughly $1.3M of annual margin to redeploy into licensed closers and policy retention.
Insurance / Medicare
How a Medicare Agency Cut Transfer Costs 85% with Nearshore Agents
A mid-size Medicare supplement agency replaced $65/transfer marketplace leads with a dedicated 10-agent nearshore team. Transfer costs dropped to $8.50 each.
Read Case StudySaaS / Technology
A 4-person support team that could not catch up
A Series B SaaS company had a 4-person in-house support team running on a 3.2-day average first response time. Tickets kept piling up faster than the team could close them, churn risk was creeping into renewal conversations, and engineering was getting pulled into Tier 2 and Tier 3 escalations almost every day. The product itself did not change, and the in-house team stayed in place to own complex escalations and product feedback. CFG layered 6 nearshore agents underneath them. Response time fell to 4.2 hours, engineers got back roughly 28 hours a week, and the company logged about $331,200 in annual savings versus the alternative of doubling the in-house headcount.
SaaS / Technology
From 3-Day Response Times to Same-Day: A SaaS Support Outsourcing Story
A Series B SaaS company deployed 6 nearshore agents to replace an overwhelmed 4-person support team. Response times dropped from 3.2 days to 4.2 hours.
Read Case StudyWant to Be the Next Case Study?
If your team is sitting on a number you cannot bring down, whether that is cost per transfer, average response time, agent attrition, or the share of weekly engineering hours getting consumed by support, we would rather talk through it on a call than send a deck. Pilots usually start at 10 seats with a 2 to 3 week ramp, and we capture baseline metrics on day one so the before-and-after story writes itself.
Clients we publish are the ones who agreed in writing to share verified outcomes once we hit the 90-day mark. There is no obligation to participate, and confidentiality stays the default. Reach out to start a scoping conversation and tell us which metric matters most to your quarter.
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Case Studies FAQ
What kinds of case studies does Call Force Global publish?
Verified client outcomes from nearshore call center engagements across live transfers, SaaS customer support, Medicare fronting, and other voice-driven programs. Each case study documents a baseline metric (cost per transfer, first response time, qualification rate), the team composition that replaced it, and the measured result after 90 days of operation.
How large is a typical Call Force Global engagement?
Pilots usually start at 10 seats with a 2 to 3 week ramp. The published case studies range from 6-agent SaaS support teams to 10-agent live transfer teams. Larger engagements are scoped on the discovery call and tend to launch in phased waves to keep QA load manageable.
How long does it take to launch a nearshore team?
From signed contract to live calls in 2 to 3 weeks. Week 1 is agent recruitment, dialer or ticketing setup, and script development. Week 2 is compliance and product training plus mock calls. Week 3 is the supervised launch with daily QA reviews and real-time monitoring. Most published case studies hit target pace by day four of week three.
What savings do clients typically see versus US in-house or lead marketplaces?
Cost reductions in the published case studies range from 40 percent to 87 percent depending on the baseline. Buyers replacing lead-marketplace transfers (around 50 to 65 dollars per transfer) tend to see the biggest delta. Buyers replacing US in-house headcount typically see 40 to 60 percent on a fully loaded cost basis.
Where are Call Force Global agents based, and what does the warm transfer model look like?
Agents are based in the Caribbean and Latin America (Jamaica, Trinidad, Bahamas, Colombia, St Lucia) and operate on Eastern Time. The warm transfer model is non-licensed pre-qualification followed by a live handoff to the client's licensed agent or in-house team. The qualifying agent stays on the line, introduces the prospect, and confirms the criteria the closer needs before disconnecting.
Can clients keep confidentiality on Call Force Global case studies?
Yes. The default is confidentiality. Published case studies only include clients who agreed in writing to share verified outcomes after the 90-day mark. There is no obligation to participate in a case study to start an engagement, and metrics can be anonymized or aggregated at the client's request.
Want a study built around your numbers?
15-minute discovery call. Bring your current cost-per-call, headcount, attrition, or whatever metric is breaking. We model what a nearshore CFG pilot would change. No deck, no SDR handoff, founder on the call.