CFG Nearshore BPO Pricing: $12 to $18 per Agent Hour, All-In
No per-minute markups. No hidden technology fees. No setup charges on programs of 10 or more seats. The number you see is the number you pay.
CFG nearshore call center outsourcing costs $12 to $18 per agent hour all-in for voice work in 2026, and $14 to $22 per agent hour for SDR or state-licensed seats. The all-in rate covers agent wages and employer taxes, supervision, dialer or AMS seat license, full-coverage AI QA pipeline, recording storage, IT support, and weekly business review reporting. There are no per-minute markups, no setup fees on programs of 10 or more seats, and no hidden technology charges. Bring your own CRM and ticketing licenses; everything else is in the rate.
Rate Card by Function
| Function | All-in hourly | Typical seat band |
|---|---|---|
| Inbound voice CSR (general support, FNOL, billing) | $12 to $16 | 5 to 50 seats |
| Outbound voice / live transfer (TCPA-compliant) | $14 to $18 | 10 to 50 seats |
| Virtual assistants (admin, EA, ops) | $14 to $22 | 1 to 20 seats |
| B2B SDR | $14 to $22 | 3 to 25 seats |
| Medicare licensed (AHIP-certified, state-licensed) | $16 to $22 | 5 to 100+ seats (AEP) |
| Insurance state-licensed (NAIC reciprocity) | $16 to $22 | 5 to 50 seats |
| Bilingual Spanish-English (Colombia) | $14 to $20 | 5 to 50 seats |
| Answering service (per-month flat rate) | $300 to $1,500/mo | Shared, low volume |
Three Engagement Tiers
Pilot
5-9 dedicated seats. 30-day trial with SLA-or-money-back terms. Live in 7-10 days.
- 5-9 dedicated agents
- 30-day trial commitment
- SLA: KPI miss = refund
- Live in 7-10 business days
- Founder on every weekly review
Standard Program
10-50 dedicated seats. 90-day initial term. Full ops layer included.
- 10-50 dedicated agents
- 90-day initial term, monthly thereafter
- Full QA, supervision, dialer, recording
- Weekly business reviews
- 100% AI QA on every call
- Multi-channel ready (voice + email + SMS)
Enterprise
50+ seats, multi-program, multi-vertical. Volume discounts and dedicated workforce management apply.
- 50+ seats across one or more programs
- Volume rate negotiation
- Dedicated WFM team
- Multi-region distribution (Caribbean + LatAm)
- Custom QA rubric calibration
- Quarterly executive reviews
What's Not Included in the Rate
To stay transparent, here is what you bring and what we don't cover in the all-in hourly:
- Your CRM, ticketing, and AMS licenses. Salesforce, HubSpot, Zendesk, Applied Epic, AMS360, Vertafore — your account, your seats. We log in as named users.
- Your dialer outbound minutes. Five9, Talkdesk, Aircall, JustCall — any per-minute telco cost passes through at cost. Pass-through is itemized; we do not mark it up.
- One-time program build cost for sub-10-seat pilots ($2,000 to $10,000 depending on integration complexity). Waived for 10+ seat engagements.
- State licensing fees for licensed seats (NIPR application, CE credits). Pass-through at cost. We manage the workflow.
How CFG Pricing Compares
| Model | Hourly all-in | Hidden costs |
|---|---|---|
| US onshore in-house | $25 to $45 | Real estate, benefits, recruiting, attrition, tech stack |
| US onshore BPO | $25 to $40 | Per-minute telco markups, premium QA tiers, setup fees |
| CFG nearshore | $12 to $18 (voice) $14 to $22 (licensed/SDR) |
None on the rate side. CRM and dialer minutes pass through at cost. |
| Far-offshore Philippines / India | $6 to $14 | Higher attrition cost, time zone management overhead, voice quality gap, retraining |
| Per-minute answering services | $1.30 to $2.60/min | For programs over 15 talk-min/hour, this often translates to $30 to $80/hr equivalent |
Pricing FAQ
What is the minimum engagement size?
10 seats minimum for a dedicated team engagement. We can run smaller pilots (5 to 9 seats) on a 30-day trial basis before scaling up.
Does CFG charge per minute or per call?
No. CFG bills on dedicated agent hour or monthly retainer. Per-minute and per-call billing models penalize buyers running voice-heavy or long-conversation programs and are usually 30-60% more expensive at any meaningful volume.
Are there annual contract requirements?
No. Standard programs commit to a 90-day initial term, then go month-to-month with 30-day notice. Pilots run on 30-day trial commitments.
Does CFG offer volume discounts?
Yes. Engagements above 50 seats negotiate against published rates. Multi-program engagements (e.g., Medicare + insurance, voice + SDR) negotiate as a portfolio.
How does this compare to per-minute call center pricing?
Per-minute pricing typically runs $1.30 to $2.60 per minute. For a program with 15 talk-minutes per hour, that translates to $19.50 to $39 per hour effective. CFG dedicated hourly is 30 to 60 percent cheaper at any meaningful voice volume.
Get an exact quote in 24 hours
Tell us your seat count, function, vertical, and start date. Senior ops manager replies with a written quote within 24 hours. No deck, no SDR.