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How Cross-Functional Collaboration Boosted an Education Technology Company’s Customer Service Efficiency

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A leading EdTech company, a pioneer in personalized online tutoring. They leverage technology to empower students by providing them with one-on-one support from qualified educators. Their focus is on creating a customized learning experience for each student, ensuring targeted instruction for key subjects and grade levels.

Industry:
Education Technology

https://clueylearning.com.au/

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Impact Story Highlights

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The Challenge

Delivering personalized support to a growing student base across diverse time zones necessitates a skilled and readily available customer service team. Traditional in-house hiring methods may not be the most effective solution due to limitations in scalability, talent pool depth, and global reach for 24/7 support.

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The Solution

By leveraging Booth's efficient hiring process, they built a high-performing team of 25 agents with the perfect skillset. Their dedicated account managers ensured seamless integration with the client's existing team, extending customer service coverage (6 AM to 9 PM) across multiple channels (phone, email, SMS, instant chat).

This resulted in exceptional multi-channel support, exceeding expectations and improving the client's efficiency.

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By combining operational speed, role diversity, and embedded partnership, Booth helped The Arcticom Group build a Philippines team that answered calls, processed billings, and escalated service requests — not as a vendor, but as part of the company.

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The Results

Booth's expertise went beyond building a team. They seamlessly integrated with their processes and proactively presented top-tier candidates, ensuring their evolving needs were met. This resulted in a stellar customer support team that scaled their efficiency and empowered their business to scale with confidence.

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"They are all exceptionally fast learners who love feedback and achieve great results."

Booth's professional customer support services have enabled the client to scale their business. The team seamlessly integrates with internal structures and processes, and they proactively recalibrate their selection of agents to perfectly match the company's communication standards."

Operations Manager, Cluey Learning

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A People Business, Built for Growth

For The Arcticom Group, offshore expansion was never just about cost or coverage. It was about extending a people-first company into a new market — and proving that quality, culture, and commitment don’t shrink when a team goes global.

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