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Free XLSX Download ยท TCO Methodology

Run the 5-Component TCO on Your Numbers

Free XLSX worksheet. Fillable cells, auto-calculated output, methodology cited from FCC, BLS, ContactBabel, and QATC. 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, ContactBabel, QATC, 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.xlsx

What 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. ContactBabel offshore voice band is 45 to 60 percent annualized. QATC global benchmarks land 30 to 45 percent. Caribbean nearshore operators report below the global band, with JAMPRO 2016 documenting the Jamaica BPO sector context. Industry-typical replacement cost per fronter is commonly modeled at $3,000 to $5,000.
  • 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 $55K to $72K 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.

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