Remote Call Center Proposal

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).

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.

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:

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

3.2  Variable Cost — Performance Bonuses

3.3  Total Monthly Cost of Center

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.

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).

Revenue Projection & CPA

Deployment & Next Steps

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.

GoHighLevel (GHL): SIP & Call Center Architecture

GoHighLevel cannot ingest a raw third-party SIP trunk (Telnyx, Bandwidth, Plivo) directly into its native browser dialer, and its built-in telephony is not architected for high-volume multi-line call centers. A SIP-backed call center on GHL is still achievable — by registering SIP endpoints to GHL, bringing your own SIP carrier through an external PBX/dialer, or routing an Elastic SIP trunk through an AI voice platform. This addendum maps the four architectures and the implementation path for each.

A.1  What GHL Supports Natively vs. Call Center Realities

Before wiring trunks, separate GHL's native phone system (LC Phone, which wraps Twilio's shared ISV infrastructure) from true call-center SIP trunking:

A.2  Four Ways to Architect SIP & Call Centers with GoHighLevel

A.3  Signal & Data Flow — The Architectural Takeaway

A.4  Implementation Paths

Option A — Your own SIP trunk (Telnyx / wholesale) with a call-center PBX

For human agents at high volume on your own SIP trunks:

1. Terminate the trunk to your PBX/dialer. Connect Telnyx or a wholesale SIP trunk (IP authentication or FQDN credentials) to 3CX, FreePBX, VICIdial, or a SIP-compatible cloud dialer.
2. Push leads from GHL to the dialer. A GHL Workflow triggered by Contact Created or Pipeline Stage Changed fires a Custom Webhook (POST) injecting the lead's phone, name, and GHL contact_id into the dialer's campaign list/hopper.
3. Sync dispositions back to GHL. The dialer's hangup webhook hits the GoHighLevel API v2 (Private Integration token): update tags/pipeline stages by outcome (Booked, Voicemail, DNC) and post the external recording URL to the contact timeline — no GHL storage markups.

Option B — Elastic SIP trunk feeding an AI call center

For AI voice agents on inbound reception or outbound speed-to-lead:

1. Configure Elastic SIP in Telnyx or Twilio: SIP connection/trunk with FQDN origination, credential/IP termination, DIDs attached.
2. Import the trunk into your AI voice platform: In Retell AI, Vapi, or Synthflow, add custom numbers via SIP trunking using your termination SIP URI and credentials.
3. Link GHL via Private Integration: Settings → Private Integrations → token with Contacts, Opportunities, Conversations, and Calendars scopes — transcripts, recordings, and appointments sync natively into the sub-account.

Option C — SIP deskphones / softphones registered directly to GHL

To move agents off Chrome WebRTC onto reliable SIP endpoints using GHL's native numbers:

1. Sub-account Settings → Phone Numbers → Advanced Settings → VoIP deskphone (SIP) — set your unique SIP domain.
2. Create a SIP user (3–5 digit extension + password) and assign it to a GHL staff member.
3. Settings → My Staff → Call & Voicemail Settings: enable Deskphone (SIP) as the default channel for direct forwarding, Ring All, and IVR.
4. Register the handset or softphone with the GHL SIP domain, extension, and password. Firewall: SIP signaling on 5060/5061, RTP audio on UDP 10000–20000, and disable SIP ALG on the router.

CRM Telephone Monitoring Software & Integration Architecture for Remote Sales Teams

For remote telemarketing, cold calling, and outbound appointment-setting teams, the right telephone monitor comes down to three things: live coaching controls (Listen, Whisper, Barge), zero-latency CRM synchronization, and true per-seat cost once supervisor features are unlocked.

B.1  Top Picks by Use Case

B.2  Platform Comparison — Advertised vs. Real Cost of Live Monitoring (2026)

Almost every VoIP provider advertises a $15–$30 starter plan that excludes live call monitoring until you upgrade. This table shows the advertised entry price and the tier actually required to monitor live remote agents.

B.3  Core Monitoring Features Required for Remote Callers

When managing remote telemarketers or nearshore appointment setters, the telephone monitor must enforce these four operational controls:

B.4  Selecting the Right Stack for the Existing CRM

Pipedrive or HubSpot

Winner: Kixie ($65/user/mo Professional) or JustCall ($49/user/mo Pro). The Kixie PowerCall Chrome extension overlays inside the Pipedrive/HubSpot tab. When a rep dispositions a call as Interested — Demo Booked, Kixie moves the Deal stage, logs the MP3, schedules the next activity, and pulls the prospect from the power-dial queue — automatically.

GoHighLevel or custom Telnyx SIP trunks

Native option (lowest cost): GHL with LC Phone or a custom Telnyx SIP trunk runs ~$0.007–$0.015/minute with recordings inside the GHL Conversation view — but GHL's native supervisor dashboard lacks a true call-center floor view with instant Whisper/Barge. Supervisor upgrade: keep GHL as master CRM/calendar engine and connect JustCall or Kixie via the native GHL Marketplace app — callers dial out of JustCall/Kixie (real wallboard, Whisper/Barge, local number rotation) while every recording, SMS, and disposition syncs back into the GHL timeline and triggers GHL workflows.

Desktop & screen accountability

A VoIP dialer only tracks time while the phone is connected. To verify contractors are working inside the CRM during paid hours rather than idling between calls, pair the dialer with a lightweight desktop monitor:

B.5  Integration Blueprint — Wiring the Team into Pipedrive / GoHighLevel

Step 1 · Provision numbers & STIR/SHAKEN compliance

Create the JustCall Pro or Kixie Professional account; complete A2P 10DLC & STIR/SHAKEN business verification with the U.S. EIN and business address so outbound calls display Verified Caller ID. Purchase a local-DID pool matching target markets (727/813 Tampa Bay, 203 New Haven) and assign to the Local Presence Pool.

Step 2 · OAuth integration to the CRM

Pipedrive: Integrations → Pipedrive → Connect → authorize via OAuth. Set "Create New Lead on Unknown Number" to Disabled (cold outbound) or Enabled (inbound); map recordings to Deal Notes & Activities. GoHighLevel: Integrations → HighLevel → select the GHL Sub-Account and authorize Contacts, Conversations, Opportunities, and Workflows.

Step 3 · Six mandatory call dispositions with CRM automations

Step 4 · Daily supervisor monitoring protocol

1. Morning audio & latency check (5 min): open the Live Call Floor dashboard at shift start; verify each caller's WebRTC ping <120ms, jitter <20ms.
2. First-hour whisper calibration (~20 min): Live Listen on a new agent's first 5 connections; Whisper pacing, tonality, objection handling while the prospect hears nothing.
3. End-of-shift KPI audit (5 min): review the automated 5:00 PM scorecard against benchmarks.

Mobile App Capabilities & Remote Failover Requirements for CRM Telephone Monitors

All six major CRM telephone monitors — plus GoHighLevel (LeadConnector) — offer iOS and Android apps, but there is a sharp divide between apps built for managers monitoring calls on the go and apps built for agents answering single calls.

C.1  Mobile App Comparison Matrix

Verdict: Dialpad for mobile supervisors · JustCall for all-around agent calling + mobile web coaching · GoHighLevel for instant recording playback & pipeline · CloudTalk Go / JustCall for LTE failover · avoid Kixie on mobile.

C.2  Three Operational Rules for Mobile vs. Desktop

C.3  Hardware, Internet & Mobile Backup Checklist (Nicaragua Onboarding)

A · Computer & headset

• Computer: Intel Core i5 10th Gen+ or Ryzen 5, 8–16 GB RAM. Chrome + CRM + WebRTC softphone on 4 GB RAM causes choppy audio and browser freezes.
• Headset: wired USB-A/USB-C noise-canceling with directional boom mic (Logitech H390, Jabra Evolve 20, Plantronics Blackwire 3220 — $35–$55 in Managua tech shops).
• Banned: 3.5mm aux earbuds, cheap Bluetooth, laptop built-in mics — they pick up street noise, fans, rain on metal roofs.
• AI noise suppression: Krisp.ai required (native in Dialpad, JustCall, CloudTalk; standalone app otherwise).

B · Internet & network

• Primary: dedicated residential fiber/coax — Claro Hogar Fibra, Tigo, Telecable, IBW — minimum 30 Mbps down / 10 Mbps up.
• Wired Ethernet rule: Cat6 to the router during shift hours — no Wi-Fi through concrete walls.
• Latency benchmark: ping to U.S. East (Miami/Virginia SIP) <100–120ms, jitter <20ms, 0% packet loss.

C · Power & LTE failover protocol

• Mini-UPS on fiber modem/router ($25–$35): 12V battery backup keeps the fiber line live through 5–60 minute street-power blinks; laptop rides its internal battery — zero call interruption.
• Smartphone + LTE backup: the VoIP app (JustCall / Dialpad / LeadConnector) installed and logged in on iOS/Android with an active Claro or Tigo LTE data package and wired headset adapter — for urgent callbacks and appointment confirmations during longer outages.

Weekly Hours, Breaks & Overtime — Nicaraguan Labor Law (Código del Trabajo)

Nicaraguan call center workers legally work 42–48 hours per week depending on shift timing (Labor Code, Art. 51). Remote contractors hired directly by U.S. companies typically work a standard 40-hour week aligned with U.S. business hours. Any hour beyond the daily or weekly limits is overtime (horas extras) at 200%.

D.1  Legal Maximum Weekly Hours by Shift

D.2  Real-World Schedules: Local BPO vs. Direct U.S. Contractor

D.3  Breaks, Lunch & Overtime Rules

Split Shifts — Jornada Discontinua Under Article 55

A split shift is legally defined under Article 55 of the Nicaraguan Labor Code as a jornada discontinua — the daily workday divided into two blocks separated by a prolonged, unpaid rest period rather than a standard 30–60 minute lunch. For outbound telemarketing into U.S. time zones, it is the most aggressive way to capture both morning and late-afternoon connection peaks while skipping the midday dead zone.

E.1  The U.S.-Optimized Split Shift (8 Paid Hours)

This structure eliminates the 12:30–2:30 PM ET B2B slump — telemarketers dial only when decision-makers statistically pick up.

E.2  Labor Law Rules for Split Shifts (MITRAB)

• Unpaid interruption: the gap between blocks is not effective work time and is strictly unpaid.
• Minimum gap: the rest interval must be at least one continuous hour — a shorter break converts it back into a continuous shift, making the break paid time.
• Maximum spread: total hours across both blocks cannot exceed 8 hrs/day-shift, or 7.5 hrs if the second block bleeds past 8:00 PM local (night shift).
• No mandatory paid break: unlike a continuous 8-hr shift, a split shift doesn't strictly require a 30-min paid rest — though 10 minutes per block is standard call-center practice.
• Contractor carve-out: if Nicaraguan agents are engaged as independent remote contractors under U.S. agreements, these statutory rules don't apply — total schedule-design freedom.

E.3  Why Split Shifts Fail in Offices but Thrive Remote