Short version

A call center agency supplies trained agents to handle your calls. There are two kinds. A staffing agency places agents you supervise and run. An outsourced call center agency like Call Force Global recruits, trains, manages and QA-scores the agents, and you pay one all-in hourly rate. Call Force Global's rate is $13 to $19 per agent hour all-in from the Caribbean and Colombia, 46 to 73 percent below a $35 to $48 US onshore seat (a Call Force Global estimate built on BLS data), eligible launch after a ready kickoff, month-to-month, no setup fee.

Last updated by Miki Furman, Founder & CEO.

$13-19

Per agent hour, all-in

46-73%

Below US onshore

7 business days

To live calls

100%

AI QA on every call

Choose the right starting scope

The Pilot Month starts from one agent and bills at the chosen desk's normal hourly rate; two agents for 160 hours each on the $13 Staffed Desk come to $4,160. After the month it rolls on month to month on 30 days' notice, or moves to a 6- or 12-month term. Pilot Month terms.

Dedicated staffing costs $13 to $19 per agent hour. Shared answering is a separate service with monthly plans from $300 to $1,500; confirm included coverage and scope before choosing a plan. Shared answering plans.

Eligible programs target the first live call within seven business days after a completed kickoff, with scope, call flows, numbers, access, training inputs and approvals ready. Client delays pause the clock. HIPAA-bound healthcare goes live 10 business days after a completed kickoff, because the BAA and HIPAA setup come first; Medicare, AEP included, keeps the standard seven.

Staffing agency vs outsourced call center agency

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

What you are buying Call center staffing agency Outsourced call center agency (typical) Call Force Global
Who contracts and pays the agent You (or the agency, contract-to-hire) The agency Call Force Global, which contracts and pays agents directly in six countries
Who manages QA and schedules You The agency, usually on a sampled QA basis 100% AI QA on every call*, human review of 10 percent or more per agent per week
What you pay The wage plus a placement fee or markup, then payroll, benefits, equipment and management time An hourly, per-call or per-transfer rate; confirm what "all-in" covers $13 to $19 per agent hour all-in, no setup fee
Typical minimum One placement; terms vary by agency Varies; ask about seat minimums and annual terms The Pilot Month starts from one agent and bills at the chosen desk's normal hourly rate; two agents for 160 hours each on the $13 Staffed Desk come to $4,160. After the month it rolls on month to month on 30 days' notice, or moves to a 6- or 12-month term. Ongoing team size and terms are scoped separately.
Best for You already run a floor and need headcount You want the calls handled without building a floor US and Canadian teams that want a managed nearshore team on US hours, live 7 business days after a completed kickoff

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. Every Call Force Global program includes the bench and the ops manager below; the dialer, 100% AI QA and call recording come in from the $14 Scored Desk up, and the supervisor portal from the $15 Open Desk.

  • The dialer, from the $14 Scored Desk up. 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 supervisor sees (the transparent BPO model explains the layers).
  • Call recording stored in your bucket (or ours) from the $14 Scored Desk up; on the $13 Staffed Desk your own dialer records.
  • 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 team, one QA stack, one rate card. Every program below bills at $13 to $19 per agent hour all-in.

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 $13 to $19 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 46 to 73 percent, depending on where in each band your program lands.

Start with the Pilot Month or request a larger scoped engagement. The Pilot Month starts from one agent and bills at the chosen desk's normal hourly rate; two agents for 160 hours each on the $13 Staffed Desk come to $4,160. After the month it rolls on month to month on 30 days' notice, or moves to a 6- or 12-month term.

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.

Send us the staffing quote you already have.

Tell us the seat count and the calls you need handled. We reply within 24 hours with a line-item comparison.

Get my 24-hour quote

No commitment required. Response within 24 hours.

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 six countries, all on US time zones within two hours of Eastern.

  • Jamaica: Eastern Time year-round, the largest Caribbean agent pool.
  • Saint Lucia: Atlantic Time (one hour ahead of Eastern, no daylight saving), remote delivery matched to the agreed scope.
  • Trinidad and Tobago: Atlantic Time, a deep pool for support and financial services intake.
  • Belize: Central Time year-round with no daylight saving.
  • Colombia: bilingual English and Spanish, Colombia Time matches Eastern year-round.

Frequently asked questions

What is a call center agency?
A call center agency supplies trained agents to handle a business's inbound or outbound calls. A staffing agency places agents you supervise; an outsourced call center agency contracts, trains, manages and QA-scores them and charges one rate for the result. Call Force Global is the outsourced kind, with dedicated nearshore agents in Jamaica, Saint Lucia, Trinidad and Tobago, Belize, Guyana and Colombia at $13 to $19 per agent hour all-in.
What is the difference between a call center staffing agency and an outsourced call center?
A staffing agency fills seats and leaves you to run the floor, the dialer, the supervisors and the QA. An outsourced call center manages the agents and runs the operation, so you buy handled calls instead of headcount. Call Force Global is the outsourced kind.
How much does a call center agency cost?
Call Force Global charges $13 to $19 per agent hour all-in, no setup fee, month-to-month. US onshore agents run $35 to $48 per hour fully loaded (a Call Force Global estimate built on US Bureau of Labor Statistics wage data for customer service representatives, SOC 43-4051, May 2025), so the nearshore rate lands 46 to 73 percent lower. The Pilot Month is an intro month from one agent at your desk's normal rate; two agents for 160 hours each on the $13 Staffed Desk come to $4,160.
Can a call center agency start in a week?
Eligible programs target the first live call within seven business days after a completed kickoff, with scope, call flows, numbers, access, training inputs and approvals ready. Client delays pause the clock. HIPAA-bound healthcare goes live 10 business days after a completed kickoff, because the BAA and HIPAA setup come first; Medicare, AEP included, keeps the standard seven. Under the published Pilot Month terms, eligible launch delays extend the live month day-for-day at no charge. This is not a money-back or results guarantee.
Do you provide the dialer and the leads?
We provide the dialer from the $14 Scored Desk up; on the $13 Staffed Desk, agents work on your dialer. On ours, agents do not hand-dial: your records load with real-time federal and state DNC scrubbing, recorded consent disclosures and curfew rules, and the dialer seat sits inside the $14 rate. We do not sell or supply lead data; you bring your own lists and consent records.
Where are your agents located?
Remote delivery is available across Jamaica, Saint Lucia, Trinidad and Tobago, Belize, Guyana and Colombia. Language requirements and coverage are agreed for the program and assessed for the assigned agents. Call Force Global manages the team; it is not a staffing placement onto your payroll.

Related Reading

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A Call Center Agency That Runs the Calls

Dedicated nearshore agents, hired, trained, managed and QA-scored by Call Force Global, at $13 to $19 per agent hour all-in. Call 1-844-287-9234, book a 20-minute discovery call, or request a custom proposal.

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Program terms

Pilot Month from one agent No annual prepay Eligible launch: seven business days after ready kickoff Warm-transfer to your licensed US closers
Eligible launch after ready kickoff $13-19/hr all-in Month-to-month Replace agent in 5 business days