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. CFG agents are intake and pre-qualification fronters; licensable activity warm-transfers to your in-house licensed staff.
CFG nearshore call center outsourcing costs $12 to $18 per agent hour all-in for voice CSR and FNOL intake in 2026, and $12 to $18 per agent hour for SDR, lead pre-qualification, and complex multi-channel programs. 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. CFG agents are intake and pre-qualification fronters; licensed activity (insurance binding, Medicare enrollment, claims adjusting) is warm-transferred to your in-house licensed team. 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 $18 | 5 to 50 seats |
| Outbound voice / live transfer (TCPA-compliant) | $12 to $18 | 10 to 50 seats |
| Virtual assistants (admin, EA, ops) | $12 to $18 | 1 to 20 seats |
| B2B SDR | $12 to $18 | 3 to 25 seats |
| Medicare lead pre-qualification (intake + warm transfer to your licensed agents) | $12 to $18 | 10 to 100+ seats (AEP overflow) |
| Insurance pre-qualification + servicing (FNOL, billing, status, COI; warm transfer to your licensed staff) | $12 to $18 | 5 to 50 seats |
| Bilingual Spanish-English (Colombia) | $12 to $18 | 5 to 50 seats |
| Answering service (per-month flat rate) | $300 to $1,500/mo | Shared, low volume |
CFG nearshore fronter pricing in 2026 is straightforward and retainer-based. Voice CSR and FNOL intake run $12 to $18 per agent hour all-in, while SDR, Medicare lead pre-qualification, insurance pre-qualification, and bilingual Spanish-English programs run $12 to $18 per agent hour all-in. The all-in rate covers wages, employer taxes, supervision, dialer or AMS seat, full-coverage AI QA, recording storage, IT support, and weekly business reviews. There are no per-minute markups, no setup fees on programs of 10 or more seats, and no hidden technology charges. CFG agents are intake and pre-qualification fronters; licensed activity such as insurance binding, Medicare enrollment, and claims adjusting warm-transfers to your in-house licensed staff. Standard programs run 10 to 50 dedicated seats on a 90-day initial term, then month-to-month. For exact pricing on your program size, request a written quote within 24 hours.
Three Engagement Tiers
Pilot
5-9 dedicated seats. 30-day trial with AI QA visibility 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.
- Your in-house licensed staff time. Insurance binding, Medicare enrollment, and claims adjusting happen on your side after we warm-transfer pre-qualified leads. CFG does not staff or carry licensed agents.
How CFG Pricing Compares
Comparison ranges below are drawn from our 2026 call center outsourcing cost guide and cross-checked against published industry benchmarks (Crescendo, NextPhone, Site Selection Group).
| 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 CSR / FNOL) $12 to $18 (SDR / pre-qualification) |
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 | $0.75 to $1.75/min | For programs over 15 talk-min/hour, this often translates to $11 to $26/hr equivalent before base-plan and per-call fees |
Built-in risk reversal: cheaper from day one, transparent from day one
Most BPO pilot guarantees read as marketing language with no measurable trigger. CFG runs a different model: the offer itself removes the risk. Two structural advantages, no contract negotiation required.
1. Cheaper from day one
$12 to $18 per agent hour all-in nearshore versus $28 to $48 per agent hour onshore. At 10 seats and 40-hour weekly coverage, that is roughly $30,000 to $50,000 per month in payroll delta before any quality consideration. The savings exist from week 1 whether the program ramps to peak quickly or takes the full pilot window. You are not paying a premium for visibility you might not get.
2. Transparent from day one
Every call is transcribed and scored against a vertical-specific rubric. The industry standard is 1 to 3 percent sample QA reviewed monthly. CFG scores 100 percent of calls within minutes. Quality issues surface in real time, not at the end of a billing cycle. You see what your supervisor sees in the same dashboard, in the same minute. The KPI floors below are agreed in your MSA before launch and audited continuously, so there is nothing to argue about subjectively when a number moves.
KPI floor examples by vertical
Final thresholds are negotiated per program in the MSA. These are the categories of KPI CFG typically commits to:
| Vertical | Common KPI floors |
|---|---|
| Live transfers (Medicare, insurance, solar, home services) | Transfer rate, qualified-transfer rate, abandon rate, QA compliance score |
| Outbound SDR | Booked meetings per SDR per week, no-show rate, ICP-fit score on booked meetings |
| Customer support and FNOL intake | First-response time, resolution rate within SLA, CSAT score on closed tickets |
| Virtual assistants | Task completion rate against the agreed scope, response time SLA, escalation rate |
| Debt collection fronter | Right-party contact rate, mini-Miranda compliance rate, warm-transfer rate to your licensed collector |
| Answering service | Response time, message accuracy rate, escalation routing accuracy |
| Medicare fronter (AEP and OEP) | Scope-of-appointment capture rate, warm-transfer to licensed agent rate, CMS MCMG compliance score |
Why CFG does not run a money-back guarantee
Money-back guarantees are how vendors compensate for opacity. If the buyer cannot see what is happening, the only recourse is a contractual escape after the fact. CFG inverts that: the cost is already below US onshore, and the AI QA layer means the buyer sees quality issues in real time, not at month end. The risk reversal lives in the architecture of the engagement, not in a clause that has to be invoked after something has already gone wrong.
The transparency itself is a product
The 100% AI QA layer is not a feature on top of the seat. It runs in the CFG client portal: a real-time dashboard bundled with every CFG hour where supervisors and clients see the same screen, in the same minute. Live transcripts. Agent leaderboards. Compliance audit log. See what your supervisor sees →
Pricing FAQ
How much does CFG nearshore call center outsourcing cost in 2026?
CFG nearshore call center outsourcing costs $12 to $18 per agent hour all-in for voice CSR and FNOL intake work, and $12 to $18 per agent hour for SDR, lead pre-qualification, virtual assistants, and complex multi-channel programs. The all-in rate covers agent wages and employer taxes, supervision, dialer or AMS seat license, full-coverage AI QA pipeline, call recording and storage, IT support, and weekly business review reporting. There are no separate per-minute markups, no setup fees on programs of 10 or more seats, and no hidden technology charges. CFG agents are intake and pre-qualification fronters; licensed activity such as insurance binding, Medicare enrollment, and claims adjusting is warm-transferred to your in-house licensed staff. Bring your own CRM, ticketing, and AMS licenses; everything else is in the published hourly rate.
What is the minimum engagement size?
Ten seats is the minimum for a dedicated team engagement at standard published rates. Programs below ten seats are typically not economically viable for either side because supervision, QA analyst time, and program build overhead do not amortize across enough hours to land at the $12 to $18 voice band or the $12 to $18 SDR and pre-qualification band. CFG can run smaller pilots from 5 to 9 seats on a 30-day trial basis before scaling up; sub-10-seat pilots carry a one-time program build cost between $2,000 and $10,000 depending on integration complexity, which is waived for engagements that scale to 10 or more seats. Standard programs of 10 to 50 dedicated seats commit to a 90-day initial term and go month-to-month with 30-day notice afterward.
Does CFG charge per minute or per call?
No. CFG bills on a dedicated agent hour or monthly retainer for the seats reserved on your program, never per minute or per call. Per-minute and per-call billing models are common for shared answering services and work for low-volume use cases, but they get expensive fast as voice volume scales because of base-plan fees and per-call surcharges layered on top of the per-minute rate. At sustained voice volume, dedicated hourly retainers are typically materially cheaper than per-minute pricing while delivering full agent attention and dedicated training. CFG does offer a flat-rate answering service tier from $300 to $1,500 per month for shared low-volume use cases, but volume-driven programs always run on the dedicated agent hour model.
What is included in the all-in rate?
The CFG all-in rate covers agent wages and employer taxes, a share of the program supervisor, a share of the QA analyst, telephony or AMS seat license, dialer infrastructure where required, call recording and storage, IT support, real estate amortized across our Caribbean and Latin American facilities, and weekly business review reporting. Tooling that runs in your account on your existing licenses, such as your CRM, ticketing system, AMS, and dialer outbound minutes, is not included in the rate; you bring those and we log in as named users. Any per-minute telco cost from your dialer passes through at cost with no markup. Sub-10-seat pilots carry a one-time program build cost; the build cost is waived for 10-or-more seat engagements and there are no other setup charges.
How does CFG pricing compare to onshore and far-offshore?
CFG nearshore at $12 to $18 per agent hour all-in sits roughly 50 to 60 percent below US onshore rates of $25 to $45 per hour for equivalent voice work, and roughly 20 to 40 percent above far-offshore Philippines or India rates of $6 to $14 per hour. The trade-off versus far-offshore is voice quality, US Eastern and Central time zone alignment, native or near-native English from Caribbean and Latin American agents, and lower attrition driven by a same-timezone workday. The trade-off versus onshore is direct in-person oversight, which CFG replaces with full-coverage AI QA on every call, weekly business reviews, and a senior ops manager who responds within 24 hours. Comparison ranges are drawn from the CFG 2026 call center outsourcing cost guide and cross-checked against published industry benchmarks.
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.