Skip to content
01-Header
05-HeroSimpleText
05-HeroSimpleText

How an EdTech Company Outsourced Multi-Channel Customer Support to a Dedicated Team

As its student base expanded across time zones, an online tutoring company needed more capacity to deliver personal customer support. Booth hired 25 professionals and integrated them into the company's existing team, extending service hours while keeping support aligned with its standards.
06-ContentMedia
Cluey-Learning-photo

About the company: A leading EdTech company and pioneer in personalized online tutoring, providing students with one-on-one support from qualified educators and instruction tailored to their subjects and grade levels.

Industry: Education Technology

Headquarters: Australia

Partner Since: 2021

Challenge: The company needed to expand customer service capacity and coverage across time zones while reaching a deeper pool of qualified talent than in-house hiring alone could provide.

Solution: A brand-aligned customer support team that works as an extension of the company's own, hired for skills and communication style, integrated into its existing processes, and kept matched to its standards as needs changed.

Results: A 25-person team extended service from 6 a.m. to 9 p.m., improved customer service efficiency, and gave the company more capacity to support its expanding student base.

 

19-Stats
18-ContentGroup

Impact Story Highlights

00-Media
18-ContentGroup

25
professionals

Booth hired a dedicated team to support the company's existing operation.

18-ContentGroup

4
channels

Students can contact the company by phone, email, SMS, or instant chat.

18-ContentGroup

Extended
hours

Longer service hours help the company support students across different time zones.

09-TestimonialsSlider

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

Operations Manager, EdTech company

18-ContentGroup

Challenge

For an online tutoring company, personalized learning starts with understanding each student's needs. Qualified educators provide one-on-one support, with instruction tailored to the subjects and grade levels where students need help. Customer service plays an important role in supporting that experience.

As the student base expanded across time zones, the company needed a customer service team that could cover more hours and handle inquiries across multiple channels. Hiring in-house alone limited how quickly it could add people, how deeply it could recruit from local talent pools, and how far its service coverage could extend. The company needed additional capacity that could work within its existing processes and uphold its communication standards.

14-Cards

“When a customer calls us in the middle of the night, we generally have two to four hours to get there and make the repair. If we don’t make it in time, ice cream melts, meat spoils — major expenses occur. We have to make sure somebody answers that call, every single time. Putting that trust in the Philippines, in Booth — that was a big decision.”

— Sean Patrick, CEO, The Arcticom Group

18-ContentGroup

Solution

The company needed support that sounded like its own and worked inside its existing operation. Booth built a brand-aligned customer support team to act as an extension of the company's team, across every channel students use to reach it.

Booth brought the infrastructure to support the team:

  • Precision talent matching: hiring for skills, communication style, and fit with the company's standards, so new team members could represent the company from the start.

  • A pipeline that adapts: presenting strong candidates ahead of need and recalibrating selection as the company's requirements changed.

  • An extension of the company's team: dedicated account managers working alongside the company's own team to bring new members into its processes and ways of working.

  • Multi-channel by design: one team set up across phone, email, SMS, and instant chat, with extended service hours, so students can reach support the way they prefer.
14-Cards

“Every time we’ve needed to fill a role, Booth has delivered — a real pipeline of qualified candidates, pre-screened so we’re spending time on the right people. We’re not out searching. We’re selecting. And it’s not just skill set — it’s who’s going to fit the culture and stick around. That’s made our hiring sharper and our teams stronger.”

— Adam Knutz, COO, The Arcticom Group

18-ContentGroup

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.

18-ContentGroup

Results

The expanded team gave the company more capacity to support students across time zones without changing the standards or working practices at the heart of its service. It could serve customers across a longer day and respond as its needs evolved.

The partnership has delivered:

  • Longer service hours. Customer support is available from 6 a.m. to 9 p.m., extending the window in which students can get help.

  • More ways to get help. Customers can reach the company through four established communication channels.

  • Support that reflects the company's standards. The team works within the company's existing structures and follows its communication expectations.

  • Improved customer service efficiency. The expanded team gives the operation more capacity to handle customer support needs.

  • Room to add capacity. The company can bring in additional people as its student base expands and requirements change.
14-Cards

“Now we truly do that 24 hours a day. We can have people in the US billing during the day, people billing here at night — and you’ve increased your productivity in that same amount of time. That’s been something we’re really excited about.”

— Sean Patrick, CEO, The Arcticom Group

18-ContentGroup

Personalized learning deserves customer support that keeps pace

An online tutoring company needed more customer service capacity to support a growing student base across time zones. Booth recruited 25 professionals, integrated them into the company's existing operation, and helped extend service across a longer day and more communication channels. For EdTech companies, the partnership shows how a dedicated team can expand operational capacity while working within the standards and processes that already define the customer experience.

14-Cards

“Now we truly do that 24 hours a day. We can have people in the US billing during the day, people billing here at night — and you’ve increased your productivity in that same amount of time. That’s been something we’re really excited about.”

— Sean Patrick, CEO, The Arcticom Group

18-ContentGroup

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.

14-Cards

“We’re a people organization. Without our people, we literally have nothing. Since we chose to come to the Philippines, we’ve made sure internally that the employees here are exactly the same as they are across North America — they’re our team. We train them the same way, provide the same opportunities for growth. We’ve really made sure people look at the Philippines team as our team.”


— Sean Patrick, CEO, The Arcticom Group

11-HeroFull
11-HeroFull

Give your customers support that sounds like you

Booth builds brand-aligned customer support teams that work inside your processes and across the channels your customers use. Booth hires across 120+ countries.

Talk to our Team →
16e48c605b30538a909435f70cac01937c4613a5-1