Run the 5-Component TCO on Your Numbers
Free XLSX worksheet. Fillable cells, auto-calculated output, methodology cited from FCC, BLS, SHRM, and CCAP. The model behind the Caribbean fronter cost curve, ready to run against your own program.
- Four sheets: Cover, Your Inputs, TCO Output, Methodology. All cells documented.
- 10 fillable input cells. Outputs auto-compute annual TCO, effective loaded hourly, and US in-house delta.
- Sources cited: FCC CG Docket 02-278, CCAP with Willis Towers Watson, SHRM, US BLS, World Bank, STATIN, Trinidad CSO, JAMPRO.
- Built for outbound voice buyers in regulated verticals: debt collection, insurance lead-gen, ACA, Medicare front-end work.
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Download cfg-tco-worksheet-2026.xlsxWhat is inside the worksheet
The headline hourly rate has stopped being the right number to optimize. A fully-loaded fronter cost-of-ownership model carries at least five components beyond base wage, and any one of them can move the curve more than the rate band does. This worksheet walks the five components, lets you plug in your own numbers, and surfaces the loaded annual cost of ownership and the effective per-seat hourly that procurement actually needs to see.
- Base wage. Seats, hours per week, headline hourly rate. The starting line.
- Attrition replacement. Published attrition data is uneven by geography, so compare carefully. Philippine contact center attrition was 43 percent on 2023 data reported by CCAP in May 2025 (CCAP Attrition and Retention Survey, conducted by Willis Towers Watson across 145 member organizations). There is no equivalent published series for the Caribbean or Latin America, so any nearshore band you see quoted for those markets, ours included, is a vendor estimate rather than a published measurement. On replacement cost, cost per hire alone averages $4,683 with a median of $1,244 (SHRM, 2022 Talent Access Report, n=472), and $5,475 for nonexecutive roles (SHRM, October 2025 Recruiting report, average). Training, equipment and the productivity lost during ramp sit on top of cost per hire, and the size of that add-on is a Call Force Global estimate rather than a published figure.
- Supervisor ratios. Regulated outbound (debt, insurance, regulated financial services) typically requires 1:10 floor ratios. Low-regulation outbound can run at 1:18. Structural difference is real cost.
- Compliance loading. The September 2024 FCC declaratory ruling under CG Docket No. 02-278 expanded location-disclosure obligations for offshore call centers contacting US consumers in regulated verticals. Documented disclosure burden, recording posture, and audit response are now visible costs.
- Real estate and infrastructure. Workstation, network, dialer seat licensing, facility allocation.
The TCO Output tab computes total annual cost, the effective loaded hourly per seat, and a comparison against a US in-house build at BLS-derived $63K to $76K per seat per year. The Methodology tab documents every default and cites every source.
What this worksheet is not
It is not a CFG-specific quote. The defaults represent industry-typical ranges from public sources, not any specific CFG cohort outcome. CFG is a fronter and lead-generation operator. CFG agents pre-qualify and warm-transfer regulated handling to the client's licensed US agents. CFG agents are not licensed in any US state and do not perform licensed activities (rate quotes, plan enrollment, binding adjustments). The fronter model keeps regulated work inside the US licensed perimeter.
For a CFG-specific quote, run the 60-second calculator after you have your loaded numbers from this worksheet.
Already have your loaded numbers?
Run the 60-second CFG calculator next. Buyer-specific comparison against the methodology above, no signup.
Frequently Asked Questions
What does the TCO worksheet calculate?
It computes the fully-loaded annual cost of ownership for an outbound voice program using a 5-component methodology: base wage, attrition replacement, supervisor ratios, compliance loading, and infrastructure. The output tab shows total annual TCO, effective loaded hourly per seat, and a comparison against a US in-house build.
What sources are cited in the methodology?
FCC CG Docket 02-278 (September 2024 declaratory ruling), the CCAP Attrition and Retention Survey conducted by Willis Towers Watson, SHRM cost-per-hire reports, US Bureau of Labor Statistics occupational wage data, World Bank country labor market data, Statistical Institute of Jamaica (STATIN), Trinidad and Tobago Central Statistical Office (CSO), and JAMPRO Jamaica BPO sector context.
Is the worksheet specific to CFG pricing?
No. The worksheet uses industry-typical ranges from public sources. Defaults can be overwritten with your own benchmarks. For a CFG-specific quote, use the 60-second calculator at callforce.global/calculator/.
Does CFG perform licensed activities like rate quotes or plan enrollment?
No. CFG is a fronter and lead-generation operator. CFG agents pre-qualify and warm-transfer regulated handling to the client's licensed US agents. CFG agents are not licensed in any US state. Regulated handling (rate quotes, plan enrollment, binding adjustments) sits with the client's US licensed staff on the receiving end of the warm transfer.