A letter from our founder
Onshore was too expensive. Offshore was too far away. So we built the nearshore bridge.
My name is Miki Furman. My career has run through sales floors, BPO operations, and building systems with AI, and this company is what came out of all of it: years of watching a good industry hide its best people. Whether you found this page as a buyer weighing outsourcing, or as an agent wondering whether we are worth your career, this letter is for you.
I have sat in QA reviews where one bad call, sampled out of two hundred good ones, became an agent's whole review. Nobody in the room had heard the other hundred ninety nine. The agent was not the problem. The problem was that nobody could see.
That blind spot sits inside a tradeoff every buyer knows. Onshore teams are excellent, and the invoice shows it. Traditional offshore delivers the price, but the distance comes with it: twelve time zones, high turnover, and results you mostly take on faith. For years the industry acted like you had to pick one. I started Call Force Global in 2025 because I did not accept the choice. Nearshore is the bridge: Caribbean and Latin American teams on your business hours, at a real cost advantage, with technology that removes the taking-on-faith part entirely. Building it takes both halves of me: the operator who cares about the people, and the systems builder who does not trust a number he cannot audit.
So here is what we are. A nearshore call center, headquartered in Toronto, with native-English delivery teams in Jamaica, Saint Lucia, Trinidad and Tobago, Belize, and Guyana, plus bilingual English-Spanish teams in Colombia. They work your business hours, close enough to feel like the team down the hall. We grow our own talent. Agents are trained in-house and coached from real call data instead of gut feel, so when your program scales, the team scales with it. The people answering your phones have names and faces here, not seat numbers.
And here is how we close it. Technology runs under everything the teams do: how we recruit, how we train and coach, how we manage the floor, and how performance gets measured, with every call scored and visible to you in the same dashboard our supervisors use. Nothing rides on faith. I publish what I learn along the way, wins and failures alike, in places like CustomerThink and Nearshore Americas; the rest of my writing and our published data live on my author page.
The vision is an outsourcing company with nothing to hide. If you are building a business, The Pilot Month is the smallest way to test how we operate. If you are an agent who wants a floor where all two hundred of your calls count, we are hiring. Either way, if you call, there is a decent chance I pick up.
