Defend the margin without squeezing the floor.

BPO operators live between client SLAs, rate pressure, and a workforce that turns over. Forja is a senior fractional engineering team that builds the systems behind the floor: dashboards, QA coverage, and recruiting pipelines that grow capacity without growing headcount.

01 Sound familiar

The quarter every operator knows by heart.

A renewal lands at a lower rate, and the only lever left is squeezing a floor that is already running lean.

→ margin from systems, not seats

An agent resigns and four months of training walks out the door. The next cohort starts from the same slide deck.

→ knowledge that stays on the floor

QA reviews two interactions per agent per week. The client hears the one nobody reviewed.

→ coverage on every interaction

Every client wants the numbers their way, so team leads spend Friday rebuilding the same deck five times.

→ reports that build themselves

02 What we build

Systems for the operations floor.

Four builds that show up again and again in BPO engagements, each one tuned to the clients and SLAs your floor answers to.

Operations dashboards

Occupancy, SLAs, handle times, and quality per client and per team in one live view. The bad day shows up at 10 a.m., not in the month-end review.

QA tooling

Scoring and feedback across every interaction, with AI inside running the first pass. Calibration sessions argue over data instead of two sampled calls.

Pipeline automation

Intake-to-invoice workflows where case routing, status updates, and client notifications move on their own. The floor works the queue; the system works the admin.

Recruiting systems

Sourcing-to-seat pipelines with AI matching and screening inside, built to keep ramp classes full when a new contract lands on a Friday.

The fit

Built by senior engineers who have run volume operations across the Americas, working in both languages your floor and your clients use.

Per-client SLA viewsAI-assisted QAWorkforce & ramp pipelinesClient-facing reportingBilingual EN/ESUS time zones
03 Proof

What we built for a company that recruits at BPO volume.

Recruiting operationsUS-LATAM
AI matching · AI agents per stage

Recruiting volume stopped being a headcount problem.

Emerald Inc. places top LATAM talent with US companies, the same sourcing, screening, and follow-up volume a BPO ramp demands. Forja built their recruiting portal, where AI matches candidates with open roles and AI agents carry each stage of the pipeline. Candidates now move through the funnel on the system’s schedule instead of the team’s capacity.

“Emerald cut candidate delivery from 7+ days to 48 hours without hiring more recruiters.”

Ben Davis, Emerald
Read the Emerald story
2,000+ hours a year returned to client teams
40% average operational efficiency gain per business
4 years building systems across the Americas
04 How it runs

Senior engineering, priced like a project.

The fractional model: the same idea as a fractional CFO, applied to the systems your operation runs on, without building an internal department.

A lead who has run floors

Your engagement is scoped by a senior engineer who thinks in SLAs and seat economics, and that same person answers when a number on the dashboard looks off.

The first view lands early

The per-client operations view goes live first, then QA and pipelines layer in. You see value on screen before the full build is done.

You own the stack

Dashboards, tooling, and pipelines live in your accounts and survive any vendor change, including us. Nothing about your operation gets held hostage.

Engagements start within two weeks.

// Let's talk

Bring the account that eats your margin.

Tell us which client's numbers are hardest to defend. In a 30-minute working session, our senior team maps the dashboard, the QA coverage, or the pipeline that changes the math.

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