U.S. SHINGLE & METALVeteran-Owned · Florida

Remote Call Center Proposal

Prepared ForU.S. Shingle & Metal — Pinellas Park, FL

Prepared ByProPlum Network

DateSeptember 29, 2026

ScopeDedicated 15-Agent Remote Center

Confidential · Prepared Exclusively for U.S. Shingle & Metal

Section 1

Executive Summary

This proposal outlines the operational framework, cost analysis, and revenue projections for deploying a dedicated, 15-agent remote call center. The objective is to drive a consistent volume of highly qualified, two-legged (both decision-makers present) appointments for the outside sales team.

By utilizing a nearshore/remote labor model with a split-shift schedule optimized for homeowner contact rates, U.S. Shingle & Metal can significantly scale pipeline volume while maintaining a low, predictable Cost Per Acquisition (CPA).

15Dedicated Agents

585Agent-Hours / Month

7-DayCoverage Week

2-LeggedQualified Appointments

Section 2

Operational & Compensation Structure

2.1 Schedule Overview

The schedule is strategically weighted toward peak contact hours, utilizing split shifts on weekdays to capture homeowners before and after standard working hours, alongside targeted weekend blocks.

Day	Shift	Hours
Monday	Off	—
Tuesday – Friday	Split Shift (e.g., 9:00 AM – 1:00 PM & 4:00 PM – 8:00 PM)	8 hrs/day
Saturday	Half Day Morning (e.g., 9:00 AM – 1:00 PM)	4 hrs
Sunday	Afternoon Block (e.g., 12:00 PM – 3:00 PM)	3 hrs

39 agent-hours per week, per agent. Across the 15-agent floor that is ~585 agent-hours per month — timed precisely when Florida homeowners actually answer the phone: before work, after work, and weekends.

2.2 Compensation & Incentives

The compensation model leverages a highly incentivized base structure to drive both volume (appointments) and quality (closed deals). Agents earn on three tiers:

$100 / week

Base Pay

Per agent, per week — keeps the seat staffed and the dialer hot through every shift, including the Sunday block.

$30 / appointment

Tier 1 — The Sit

Paid for each "dry" appointment that holds and shows two-legged — both decision-makers present. Pays for attendance, not promises.

$100 / sale

Tier 2 — The Sale

Flat rate paid to the agent for every closed sale originating from their set appointment. The agent eats what they kill.

Example agent month (illustrative): $400 base + 20 held two-legged sits × $30 ($600) + 8 closed sales × $100 ($800) = $1,800/month — an aggressive, self-funding compensation curve where pay tracks revenue, not headcount.

Section 3

Cost Analysis — Monthly Baseline

Fixed and variable operational costs for a standard 4-week operational month based on the $100/week salary structure.

3.1 Fixed Cost — Base Payroll

Line Item	Calculation	Monthly
Agent base payroll	15 agents × $100/week × 4 weeks	$6,000
Total fixed baseline	—	$6,000

3.2 Variable Cost — Performance Bonuses

Illustrative Scenarios — final volume priced to your actuals

Scenario	Held Sits / Agent / Mo	Total Sits	Tier 1 Payout	Close Rate	Sales	Tier 2 Payout
Conservative	12	180	$5,400	35%	63	$6,300
Target	20	300	$9,000	40%	120	$12,000
Stretch	28	420	$12,600	45%	189	$18,900

3.3 Total Monthly Cost of Center

Scenario	Fixed Base	Tier 1	Tier 2	Total / Month
Conservative	$6,000	$5,400	$6,300	$17,700
Target	$6,000	$9,000	$12,000	$27,000
Stretch	$6,000	$12,600	$18,900	$37,500

Payroll flexes with production — in the conservative month total cost drops to $17,700 because volume did. The model self-regulates: you never pay Tier 1 or Tier 2 money without sits and sales to justify it.

Section 4

Outsourcing Cost Comparison — What the Alternatives Cost

Benchmarked against 2026 mid-sized Nicaraguan BPO rate cards (outbound appointment-setting lane, 160–173 billable hours/seat/month). This proposal's 39-hour week puts every seat at ~169 billable hours — an apples-to-apples basis at 15 seats (~2,533 agent-hours/month).

Staffing Lane	Monthly Cost @ Target Volume	Effective $/Hr	Behavior in a Soft Month
This proposal — managed spiff model	$27,000	$10.66	Self-cuts to $17,700 at Conservative volume — pay tracks production
Raw freelance / work-from-home (no oversight)	$12,700 – $22,800	$5.00 – $9.00	Fixed — but zero supervision, no power/internet redundancy, highest churn risk. False economy for a revenue floor.
Mid-size BPO — standard quote (seats $2,150–$2,600 + QA lead + dialer padding)	$37,400 – $46,500	$14.76 – $18.37	Fixed — seats bill whether or not the calendar fills
Mid-size BPO — fully negotiated (BYO stack + hybrid spiff seat $1,950–$2,050 + QA lead + matching spiffs)	$40,850 – $42,850	$16.13 – $16.92	Fixed base $31,850 – $33,850 before spiffs
Tier-1 enterprise campus (Foundever / Concentrix)	Disqualified	$17.00 – $22.00	50-seat minimum = $143,500 – $185,800/mo for 15 seats of work

$125K – $234K / yearSaved vs. a standard mid-size BPO quote at Target volume — this model runs $10,400 – $19,500/month cheaper.

Downside-protectedA soft month cuts this model's cost to $17,700. A BPO invoice doesn't move. That's the structural advantage of paying for sits and sales, not seats.

Recruiting edge, funded by the margin we don't charge: at Target volume an agent here earns ~$1,800/month ($400 base + spiffs) — roughly double the Managua outbound-SDR gross market ($850 – $1,100/mo). Top-of-market pay attracts top-decile bilingual talent, and the model is exactly the "hybrid base + spiff" structure BPOs themselves discount to ($1,950 – $2,050/seat) — minus their 18–22% gross margin layer.

Benchmark anatomy (where a $13.50/hr BPO quote goes): agent gross $750–$950 · Nicaraguan statutory load ~42% (INSS 21.5–22.5%, INATEC 2%, aguinaldo +8.33%, vacation/indemnización ~8.33–10%) · facility & redundant fiber $260–$350 · supervision/QA/recruiting $225–$300 · BPO gross margin $350–$450 (18–22%). This proposal pays the agent and the performance — the layers between them are the savings.

Section 5

Revenue Projection & CPA

Illustrative — modeled at a $15,000 average roofing ticket

Scenario	Closed Sales / Mo	Projected Revenue	Center Cost	CPA	Cost % of Revenue
Conservative	63	$945,000	$17,700	$281	1.9%
Target	120	$1,800,000	$27,000	$225	1.5%
Stretch	189	$2,835,000	$37,500	$198	1.3%

$1.8M / monthProjected revenue at Target scenario — a $225 cost to acquire a $15,000 roof.

1.5% of revenueThe entire center — payroll, incentives, management — runs inside a 1.5–1.9% marketing-cost band, at full production.

Why two-legged sits matter to this math: outside sales stops burning evenings on one-legged no-shows. Every dispatched appointment has both decision-makers in the room — the close rate assumption (35–45%) is only achievable because the sit is qualified before the rep starts the truck.

Section 6

Deployment & Next Steps

Phase	Milestone	Timeline
1 — Recruit	15 bilingual agent seats filled (proven pipeline of remote, work-from-home candidates)	Week 1–2
2 — Script & Train	U.S. Shingle & Metal pitch, PermaLock product knowledge, qualification criteria, two-legged booking standards	Week 2–3
3 — Soft Launch	5-agent pilot block, live calling, QA on recordings, sit-rate calibration	Week 3–4
4 — Full Floor	All 15 seats live on the 7-day split-shift grid	Week 5

ProPlum Network manages recruiting, payroll mechanics, scheduling, QA monitoring, and daily reporting. U.S. Shingle & Metal supplies the pitch, the pricing authority, and the calendar for the outside team.