The BPO industry faces several challenges that result in significant issues. One of the most pressing problems within this sector is high turnover rates (as much as 50% among countries), leading to lower quality services and an unstable workforce prone to debtorship and financial insecurity because they’re paid less than a living wage. FTO created a specifically designed model for these employees focused primarily on stability, providing them opportunities beyond basic needs.
By partnering with Fair Trade Outsourcing (FTO), LumiQualis provides an alternative for the BPO industry that prioritizes employee well-being. Their mission statement goes against what most companies in the BPO space are doing by lifting each person out of wage-earning and into prosperity.
LumiQualis supports this mission by providing strategy, design, and development services for a bespoke learning & development application explicitly built to motivate and support each employee’s journey.
FTO came to LumiQualis with a vision to create a space where agents can build their skills capacity, access financial support programs, track their financial health, and level up their careers – all while providing new data and technology tools to support their mission of transforming poverty into prosperity. Together we embarked on a process to understand business objectives, organizational fit, and the desirability of this vision. A series of remote workshops established our key desired outcomes, the agent journey, and problems to be solved. Using the Google Ventures sprint framework for solutions, we established a strategy, prioritized features for the initial solution (MVP), and developed a plan for layering in additional features in the future. Combining rapid prototyping, user testing, and data analysis, we were able to validate our MVP via empirical learning