BPO Services for US Buyers. Caribbean Nearshore. Half the Onshore Cost.

What BPO Services Cover

Business process outsourcing is an umbrella. The same provider can be running a Medicare AEP fronter room on one floor, a FNOL claims intake desk on another, and a dedicated virtual assistant bench on a third. Below is the actual menu CFG operates from Caribbean nearshore. Each scope has its own SLA template, its own QA scorecard, and its own intake form on this site if you want to skip discovery and pull a written quote.

Voice and Live Transfer

Outbound dialer rooms qualifying paid leads and warm-transferring them to your licensed closer. The highest-revenue lever for most debt, solar, insurance, and Medicare clients. CFG agents are non-licensed, so they qualify intent, budget, and timing inside scripted boundaries and warm-transfer the second the conversation crosses into licensable territory. See live transfers for the dedicated scope page.

Customer Support

Inbound support, order tracking, billing inquiries, refund processing, account changes, and tier-1 technical triage. The most common engagement is a 4-to-12 seat team replacing a US in-house support stack on a SaaS or DTC product where the unit economics no longer support $32 to $42 per loaded onshore hour. CFG agents work inside your help desk (Zendesk, Intercom, HubSpot, Freshdesk, custom) and follow your tone-of-voice guide. Bilingual English and Spanish coverage is available from the Colombia floor.

FNOL and Claims Intake

First Notice of Loss intake for insurance carriers and independent agencies. Inbound calls capturing claim details, populating the carrier or AMS workflow, scheduling adjuster contact, and warm-transferring complex losses to a licensed adjuster. CFG agents do not value claims, bind coverage, or negotiate settlement. They handle the intake step that used to eat 30 to 45 minutes of a $48 per hour adjuster's day. See our FNOL outsourcing guide for the full treatment.

Medicare AEP Fronter

Seasonal AEP fronter rooms for Medicare supplement and Medicare Advantage agencies. CFG agents pre-qualify inbound calls and outbound list leads on age, current carrier, ZIP, and intent, then warm-transfer to your licensed Medicare agent. CFG does not quote plans, does not recommend specific carriers, and does not enroll. The boundary is structured into the engagement before the first call. Pre-scoped pilot at pilot/medicare-aep/ with seat counts and intake form.

Debt Collection (Front-Line, FDCPA-Compliant)

FDCPA-compliant front-line collection work for debt buyers and originators. CFG agents make the initial contact, deliver the Mini-Miranda, capture intent and ability to pay, then warm-transfer validation calls to the client's licensed collectors. State licensing per market is honored. The 7-7-7 contact cadence is honored. Reg F third-party rules are honored. CFG does not validate debt in regulated jurisdictions. Pre-scoped pilot at pilot/debt-collection/.

B2B SDR Outsourcing

Outbound SDR rooms hitting target lists, qualifying intent and budget, booking discovery calls onto your AE's calendar. The typical engagement is 6 to 14 seats for Series A and Series B SaaS companies whose internal SDR economics broke when fully loaded onshore SDRs hit $5,500 to $7,500 per month. Caribbean SDRs at $14 to $22 per hour produce the same booked-meeting math at roughly 40 percent of the loaded cost. Pre-scoped pilot at pilot/sdr/.

Solar Lead Qualification

Pre-qualification of paid solar leads against roof type, utility bill, credit screen, and homeowner intent before warm transfer to the EPC closer. The math lives or dies on the dialer compliance posture (TCPA, state DNC, third-party-validated lead chain). Pre-scoped pilot at pilot/solar/.

Home Services Dispatch

Inbound dispatch for HVAC, roofing, plumbing, and electrical franchises. Outbound 60-second speed-to-lead on web inquiries during business hours. Appointment confirmation. After-hours overflow to capture leads that would otherwise go to a voicemail and get lost. The typical engagement is 6 to 18 seats for multi-state franchisors or DTC home services aggregators. Pre-scoped pilot at pilot/home-services/.

Virtual Assistants

Dedicated VAs for real estate teams, agencies, founders, and small-business owners. The same agent every day. Calendar, inbox triage, lead nurture, listing data entry, CRM hygiene, basic bookkeeping, scheduling, document handling. Caribbean nearshore VAs at $12 to $18 per hour replace US administrative hires at $24 to $32 fully loaded without the timezone friction of a Philippine night-shift VA. See virtual assistants for the dedicated scope page.

How BPO Pricing Works

BPO providers price five different ways depending on the scope. Most CFG clients land on per-agent-hour because it gives them predictable monthly economics and aligns the provider's incentive with seat utilization. Per-call, per-minute, per-transfer, and per-month flat models still show up on the rate card when the scope fits.

What "all-in" means on the per-agent-hour rate: wages, employer taxes, supervision, telephony or CRM seat, QA review, recording storage, daily KPI reporting, and weekly business reviews. No setup fee. No platform fee. See the pricing page or model your mix with the cost calculator.

A 10-agent nearshore team running 8am to 8pm Eastern at $14 per hour costs roughly $25,000 to $30,000 per month all-in versus $50,000 to $70,000 onshore. For 20 agents the gap widens to $50,000 to $60,000 nearshore versus $100,000 to $140,000 onshore. The per-hour rate compounds. For the deeper regional breakdown see our 2026 call center outsourcing cost guide.

Factors that push the hourly rate up: 24/7 coverage with overnight shift differentials, multi-system platform certifications, complex compliance requirements (TCPA, HIPAA, PCI), and program sizes under 5 agents. Factors that pull it down: single-system scope, standard 8am to 8pm Eastern coverage, team sizes of 15 plus, and engagement lengths of 6 plus months.

Caribbean BPO vs Philippines BPO

For US voice programs where customer experience matters, Caribbean nearshore typically wins on total cost of ownership even though the per-hour rate is higher. For high-volume back-office work with low accent sensitivity, Philippines and India offshore still win on raw cost. The honest 2026 nearshore vs offshore math has three load-bearing variables.

The first is accent. Jamaica, Trinidad, Saint Lucia, and Belize have English as the official national language. Agents grow up speaking English at home, in school, and in media, with neutral accents shaped by decades of US media exposure. The Philippines is one of the strongest English-as-a-second-language markets globally, but on accent-sensitive US voice queues (insurance servicing calls with stressed policyholders, healthcare support, B2B SDR into senior buyers), Caribbean accent neutrality typically reduces average handle time and lifts CSAT on the same script.

The second is timezone. Caribbean delivery floors operate on Eastern Time year-round (Jamaica), Atlantic Time (Trinidad and Saint Lucia, one hour ahead of EST), and Central Time year-round (Belize). Colombia sits on EST as well. Your supervisor and the outsourced floor lead are awake at the same time. Live escalations route in real time. The Philippines sits 12 to 13 hours ahead of US Eastern, which works for back-office and structured chat but creates real friction on supervisor-heavy voice programs.

The third is attrition. QATC pegs global call center attrition near 30 to 45 percent annually. ContactBabel cites offshore voice in the 45 to 60 percent band, and Philippine night-shift voice tends toward the high end of that. Mature Caribbean nearshore historically reports below the global average on stable English-native programs. When you load that into the per-hour rate, the Philippines $8 rate that looks 50 percent cheaper than the Caribbean $14 rate quietly narrows to a 10 to 20 percent effective gap, and then disappears on accent-sensitive lines.

For more on specific delivery locations see our Jamaica call center page, Colombia call center page, and Belize call center page.

How to Choose a BPO Services Partner

Eight evaluation questions that separate a partner who will hit SLA from one who will quietly miss it. Most buyers ask the first three. The last five are where programs actually break.

1. Founder-led or faceless sales engineer?

If the discovery call is run by a sales engineer who passes you to an account manager who passes you to a delivery team, the scope nuances die in transit. CFG runs every discovery call with the founder on the line. Faceless sales is a leading indicator of faceless delivery.

2. Real-time SLA or weekly PDF report?

Most BPOs send a weekly PDF report. By the time you read Tuesday's PDF, Monday's missed SLA has already lost revenue. The right posture is a real-time dashboard updated at the call-by-call level with QA review inside 24 hours. Ask to see the dashboard before you sign.

3. Compliance posture: stated or audited?

Every BPO will say they are TCPA-compliant. The question is whether the dialer enforces state DNC, whether call recordings are stored where your compliance officer can pull them, and whether the QA scorecard grades compliance behavior as a separate line item. Ask for a recent QA scorecard sample. If they cannot share one, the answer is no.

4. Contract terms: month-to-month or annual lockup?

Annual lockup is the industry's tell that they do not earn the second month by performing in the first. Month-to-month with 30-day notice is the buyer-friendly default. CFG is month-to-month. Always.

5. Pilot guarantee: SLA-or-money-back or just a free trial?

A free trial is a marketing concession. An SLA-or-money-back guarantee is a financial concession backed by written terms. CFG ships every pilot with a 30-day SLA-or-money-back agreement. If the program does not hit the agreed SLA, the pilot fee is refunded, not credited.

6. Agent replacement window?

If an agent does not hold the line on your QA bar, how fast does the provider replace them and at what cost? Five business days from a pre-vetted bench at no charge is the floor. Anything slower (or anything that costs you a placement fee) means you are paying for the provider's recruiting cycle.

7. Where does call recording sit?

Recording in your S3 means you control retention, access, and discovery. Recording in the provider's vault means you depend on their goodwill the day you need to pull a 6-month-old call for a state regulator. CFG defaults to client-controlled storage with provider redundancy.

8. Single-vendor multichannel or stacked vendor seams?

If the BPO runs voice but your SMS and email lead-gen lives at a different vendor, the consent and suppression logic has to bridge a vendor seam. Bridges break. Run voice, SMS, and email lead-gen out of one nearshore team with unified consent and unified suppression. CFG operates the multichannel model intentionally.