Everything a BPO needs.
Nothing it doesn't.
Start with the Foundation tier — everything a BPO needs to run. Expand into QA, training, and operations as you grow.
FrontLine is the only BPO workforce management platform built around a native multi-client, multi-LOB data model. Every module — from recruiting to QA to client reporting — understands that one agent can work across multiple clients and lines of business simultaneously. No workarounds. No data bleed between clients. No spreadsheet bridges.
Foundation
Core workforce operations for BPOs: hire, onboard, schedule, and give clients real-time visibility — all in one system with full multi-client and multi-LOB isolation.
Recruiting Pipeline
Post requisitions, manage candidates, and track hiring across every client and LOB from one pipeline.
Onboarding Workflows
Structured onboarding checklists with automated task assignment, progress tracking, and completion reporting.
Workforce Scheduling
Multi-LOB schedule builder with agent availability, compliance windows, and real-time attendance tracking.
Client Portal
Give your clients read-only visibility into their headcount, QA scores, and SLA metrics. No more manual reporting.
Quality & Growth
Drive agent performance with LOB-specific QA scorecards, calibrated evaluations, coaching sessions, structured learning paths, and a centralised knowledge base for SOPs and compliance docs.
QA Evaluations
Scorecard-based evaluations with calibration workflow, trend analytics, and direct coaching linkage.
Training & Coaching
Learning paths, module assignments, coaching session tracking, and certification management.
Knowledge Base
Centralized SOPs, client specs, and compliance docs — searchable and LOB-scoped.
Skills & Competency
Skill taxonomy, proficiency tracking with expiry, gap analysis, and LOB eligibility scoring.
Operations
Internal operations modules for mature BPOs: IT and HR service desk, team messaging, and equipment inventory — all scoped to the correct client and LOB.
Service Desk
Internal ticketing for agent IT, HR, and scheduling requests — with SLA tracking.
Team Chat
Internal messaging with channel organisation, supervisor DMs, and pinned resources.
Inventory
Equipment tracking and asset assignment across agents, LOBs, and client accounts.
How we stack up
FrontLine vs. spreadsheets vs. generic HRMS tools.
| Feature | FLFrontLine | Spreadsheets | Generic HRMS |
|---|---|---|---|
| Multi-client in one system | |||
| Multi-LOB agent scheduling | |||
| Per-LOB QA scorecards | partial | ||
| Client-facing portal | partial | ||
| Canadian data residency | |||
| BPO-specific workflows | |||
| PIPEDA compliant | varies | ||
| Agent ↔ multi-LOB assignment |
Ready to get started?
Early adopters get 25% off list price, locked in permanently.