The CFG Platform · Caribbean Nearshore BPO
See what your supervisor sees.
A real-time client portal that transcribes, scores, and surfaces every call your team handles. Standard with every CFG seat at $12 to $22 per agent hour all-in, or pay-per-transfer on vertical programs.
100%
AI QA on every call
14+
CRM, dialer & vertical integrations
<5min
Call-to-score latency
What is the CFG client portal?
The CFG client portal is a real-time dashboard bundled with every Call Force Global call center seat. It transcribes and AI-scores 100% of calls, surfaces live supervisor views, agent leaderboards, and a compliance audit log, and integrates with your CRM and dialer.
The stack in motion
01
Call connects
Compliance-aware dialer in your config
02
AI scores live
Transcript + rubric within minutes
03
Dashboard updates
SLA, KPIs, agent state, all live
04
CRM webhook
Salesforce, HubSpot, ServiceTitan, etc.
05
Audit log written
TCPA, FDCPA, HIPAA, CMS MCMG
Per-call detail
Every call scored against your rubric within minutes.
Traditional BPOs sample 1 to 3 percent of calls for QA. CFG scores 100 percent. Pronunciation, fluency, grammar, communication, compliance language, escalation cues. All flagged in the same dashboard your supervisor uses.
- Composite score on every call, vertical-rubric specific
- Real-time flags for compliance language (TCPA, FDCPA, HIPAA, CMS MCMG)
- Searchable transcripts with timestamped issues
- Coach within the hour, not at end-of-month QBR
Live transcript
Read the call as it happens.
Every word transcribed in near-real-time, with speaker separation, timestamps, and inline compliance flags. Supervisors can listen-monitor a call, jump to the moment something went sideways, and pull the recording for coaching the same hour.
- Speaker-separated transcripts indexed by call
- Inline flags on missed disclosures or risk language
- Jump to timestamp from any flagged moment
- Exportable as TXT, JSON, or piped to your data warehouse
Supervisor dashboard
SLA, contact rate, transfer rate. Live, not lagged.
The same dashboard your CFG floor supervisor uses to run the day. KPIs refresh as calls complete. No weekly PDF. No "let me pull the data and get back to you on Tuesday."
- Live SLA gauge against your MSA floor
- Contact + transfer rates by hour, agent, list
- Active agent state (on call, idle, in QA review)
- Daily, weekly, rolling 30-day comparisons
Agent performance
Every agent ranked on the same data you see.
QA composite, contact rate, transfer rate, meeting volume. Per agent, refreshed continuously. Your coaching conversations get specific because the data is specific.
- Weekly trend arrows on every agent
- Coaching candidates flagged by dip threshold
- Pre-built drill-down from leaderboard to per-call detail
- Exportable to your CRM via the same API
Compliance audit log
The compliance layer lives in the data, not the spreadsheet.
TCPA quiet hours, FDCPA cadence, HIPAA BAA scope, CMS MCMG fronter perimeter. Every check is automated in the dialer config and AI rubric, and every result is logged with a call ID and a timestamp for your auditors.
- Per-call compliance check results with category tags
- Exportable audit trail for FCC, CFPB, HHS, CMS reviews
- Searchable by date, agent, vertical, regulation
- Auto-alerts on threshold breaches
Stack connectivity
Built into your existing stack, not a parallel one.
CFG agents work inside your CRM, your dialer, and your sales engagement tools. Caller-ID, scorecard data, and warm-transfer context flow through your pipes, not a vendor portal sitting next to them.
CRM
Pull leads and write call outcomes
Sales engagement + dialer
Native cadence and dialer integration
Vertical platforms
Where the home services and solar floors live
Not on the list? CFG ships with REST webhooks for every event in the platform, so you can pipe data into whatever you already run.
The platform is the offer.
Money-back guarantees are how vendors compensate for opacity. CFG inverts the math: cheaper than US onshore from day one, transparent in real time. The risk reversal is structural.
1 to 3% sample → 100%
Industry-standard QA samples 1 to 3 percent of calls and reports monthly. CFG scores 100 percent in minutes. The visibility gap is the technology gap.
Weekly PDF → live dashboard
You log into the same dashboard your CFG supervisor uses. SLA gauge updates as calls complete. No reporting cadence. No "Tuesday update."
Spreadsheet compliance → data layer
TCPA quiet hours, FCC offshore disclosure, FDCPA cadence, CMS MCMG fronter perimeter. The compliance checks live in the dialer config and AI QA rubric, not in a supervisor's reminder note.
Miki Furman
Co-founder · Systems & AI
Alex Bershadsky
Co-founder · Ops & WFM
A note from the founders
We built the portal because we got tired of waiting for Monday's QA report.
Between the two of us we have spent two decades inside BPO operations, contact center sales, and the AI-scoring layer most vendors are just learning to install. Alex ran workforce planning and training cohorts. Miki ran systems, dialers, CRMs, and the recent AI transcription and scoring stack. We kept hitting the same wall: vendors selling "quality" with no way to prove it call by call. The portal is our answer. Every CFG seat ships with it. You see the same screen our supervisors see, in the same minute.
What ships in a 10-seat pilot
The portal is bundled. So is everything below it.
- 10 Caribbean nearshore agents, native English, EST and CST coverage
- Compliance-by-design dialer (TCPA, FDCPA, CMS MCMG, FCC offshore disclosure)
- 100% AI QA on every call, scored against a rubric you can edit
- Real-time supervisor dashboards + agent leaderboards
- Live transcript stream + compliance audit log
- CRM and dialer integration (14+ named platforms, REST hooks for the rest)
- Senior ops manager on Toronto HQ reply within 24 hours
- Month-to-month. No setup fee, no annual prepay
Free, 48 hours, no call required
Not ready for a demo? Take the Pilot Blueprint home.
Tell us the vertical, the volume, and the speed-to-lead target. Within 48 hours you get a written plan: seat math, ramp schedule, QA rubric, integration sketch, sample SLA. No discovery call. No sales loop.
Delivered to your inbox in under 48 hours.
Get a guided portal demo on a 10-seat pilot.
$12 to $22 per agent hour all-in, or pay-per-transfer on vertical programs. Caribbean nearshore floors. 100% AI QA on every call. The platform comes standard.