Call Center Agency: Dedicated Nearshore Agents at $12 to $18 per Hour

Staffing agency vs outsourced call center agency

A call center staffing agency recruits agents and places them on your payroll, then steps back; you run the floor, the dialer, the supervisors and the QA. An outsourced call center agency employs the agents, runs the operation and sells you the result by the hour, the call or the transfer.

If you already run the floor and need people in seats, a staffing agency is the honest answer, and we will say so on the discovery call.

What a call center agency should include

An all-in rate only means something once you know what sits inside it. Call Force Global includes the following on every program.

• The dialer. Call Force Global supplies it; agents do not hand-dial. Your lists load with real-time federal and state DNC scrubbing, recorded consent disclosures and curfew rules. We do not sell or supply lead data.
• 100% AI QA on every call, plus human review of 10 percent or more of calls per agent per week.
• Real-time SLA dashboards and a buyer-readable supervisor portal: you see what our floor supervisor sees (the transparent BPO model explains the layers).
• Full call recording stored in your bucket (or ours).
• A trained bench: any agent who misses your QA bar is replaced within 5 business days at no charge.
• A Toronto-based ops manager who owns the program and runs the weekly QA review with you.

Services a call center agency runs

One nearshore floor, one QA stack, one rate card. Every program below bills at $12 to $18 per agent hour all-in.

• Inbound call center: customer service, order taking, tier-1 help desk, appointment booking and overflow.
• Outbound call center: cold calling, lead qualification, follow-up and win-back campaigns on our dialer.
• Live transfers: fronters qualify the caller and warm-transfer to your closers or licensed staff.
• Appointment setting: booked meetings straight into your calendar, with confirmations to cut no-shows.
• Bilingual call center: English and Spanish from Colombia for US Hispanic markets.
• After-hours call center: evenings, weekends and holidays so no call goes to voicemail.

Licensed work stays with your in-house staff. Our agents are fronters: they service, qualify, schedule and transfer. They do not quote insurance, bind coverage, enroll Medicare plans or validate debt in regulated states.

What a call center agency costs

Call Force Global charges $12 to $18 per agent hour all-in. US onshore runs $35 to $48 per hour fully loaded, a Call Force Global estimate built on the US Bureau of Labor Statistics median wage for customer service representatives ($21.53 per hour, SOC 43-4051, May 2025) plus benefits, supervision, facilities and technology, not a published benchmark. The gap is 49 to 75 percent, depending on where in each band your program lands.

Two ways to start: the Pilot Month (two dedicated agents, about 320 live agent hours, $3,840 billed once at our $12 floor) or a 10-seat pilot on month-to-month terms with 30-day notice.

Outbound and live-transfer programs bill hourly first; optional per-transfer billing ($45 to $180 per qualified transfer, depending on vertical) is priced from your list's real transfer rate once we have seen it. See the pricing page, how CFG pricing works, and the calculator.

How to choose a call center agency

Five questions sort most agencies in one call.

1. Decide staffing or outsourced before you request quotes. A placement fee and an all-in hourly rate are not comparable numbers.
2. Ask what the rate includes. If the dialer seat, recording, QA and reporting are separate lines, the headline rate is not the price.
3. Ask how many calls get QA-scored. A sampled review and 100% AI QA on every call are not the same product.
4. Ask how fast a weak agent is replaced, and from what bench. Five business days is our answer; get theirs in writing.
5. Ask for a pilot instead of a contract. Month-to-month, no setup fee and no annual prepay tell you the agency expects to earn the renewal.

The 30-point vendor vetting audit goes deeper if you are running a formal RFP.

Where the agents are

Call Force Global delivers from five countries, all on US time zones within two hours of Eastern.

• Jamaica: native English, Eastern Time year-round, the largest Caribbean agent pool.
• St. Lucia: native English, Atlantic Time (one hour ahead of Eastern, no daylight saving), a smaller market with strong retention.
• Trinidad and Tobago: native English, Atlantic Time, a deep pool for support and financial services intake.
• Belize: native English, Central Time year-round with no daylight saving.
• Colombia: bilingual English and Spanish, Colombia Time matches Eastern year-round.

Frequently asked questions