Education / EdTech Support

Overview

What we deliver

We staff and run contact center operations for schools, universities, and EdTech platforms across admissions, learner support, and technical help.

We provide outsourced contact center support for education providers and EdTech companies. Our teams handle admissions inquiries, course registration, learner onboarding, tutor coordination, billing questions, technical troubleshooting, and parent communication across voice, chat, and email. We train agents on your curriculum, platform, and tone so every conversation feels native to your brand. We work across academic calendars, exam cycles, and seasonal enrollment spikes, scaling capacity up and down as your term demands. Our supervisors track first-contact resolution, response time, and learner satisfaction, and they share weekly reporting with academic and product stakeholders. We also document recurring questions, feed insights back to course teams, and update knowledge bases so self-serve options improve over time. The result is a calmer support experience for students and families and a steadier operation for your internal teams.

Fit Check

Built for teams like yours

Who it's for

K-12 schools and districts
Higher education institutions
Online tutoring platforms
EdTech SaaS providers
Test prep and certification companies

Pain points we solve

Enrollment season call spikes
Long wait times for parents and students
Inconsistent answers across agents
Limited evening and weekend coverage
Slow technical issue resolution

What's included

Capabilities

Everything we cover in this engagement.

Admissions and enrollment support
Learner onboarding and orientation
Technical troubleshooting for platforms
Billing and financial aid inquiries
Tutor and instructor coordination
Parent and guardian communication
Course content navigation help
Feedback collection and reporting

How we work

Our process

A clear, predictable path from kickoff to outcomes.

01

Program discovery

We learn your courses, platform, and policies.

02

Agent training

We onboard and certify agents on your curriculum.

03

Pilot phase

We start with a small queue and refine scripts.

04

Full rollout

We scale coverage across channels and shifts.

05

Continuous review

We audit quality and adjust as terms progress.

What you get

Deliverables & outcomes

What you get

Trained agent pool
Response playbooks
Weekly performance reports
Learner satisfaction scores
Recurring issue logs
Knowledge base updates

Outcomes you can expect

Shorter response times
Higher parent satisfaction
Reduced agent ramp time
Better course completion rates
Lower internal team workload

Timeline

3 to 5 weeks to launch

Engagement

Monthly retainer, Project, Sprint

Tools we use

Zendesk, Intercom, Salesforce, Canvas, Moodle

KPIs we track

First contact resolution, average response time, CSAT, escalation rate, ticket volume

Client stories

What clients say

"

Holiday season was about to break us. We needed 22 agents in six weeks and our internal hiring pipeline could not move that fast. They staffed it, trained on our tone guide, and ran nesting alongside our senior reps. CSAT actually went up by three points during peak. First Q4 in four years my support lead took her vacation.

Tom H.

"

We were drowning in tier-one tickets about password resets and appointment changes. They built a deflection layer on top of our help desk and kept their agents in the loop for anything sensitive. Volume to humans dropped 58 percent in two months and our patient NPS held steady. The hybrid handoff is the part most vendors get wrong. They did not.

P.M.

Proof