Global e-learning provider
A global e-learning provider runs online degree programs for learners worldwide. In one of its largest societal impact programs, serving almost 100,000 learners, too many students were falling behind. Centro built an outbound retention operation to reach them.
Centro has been a fantastic partner, sharing our values of data-driven decision-making, talent obsession, candor, and directness.
Senior Call Center AssociateGlobal e-learning provider
Measured results
Figures reported by the client program. Read how it happened
The challenge
Every degree in the program is built from demanding, rubric-reviewed projects. Some students thrived, while others stopped attending or stopped submitting work.
The program was one of the client’s biggest contracts and central to its business-to-government market, so attendance and graduation rates mattered.
Centro’s response
Centro recruited and trained the team, built a 24/7 coverage staffing plan and managed performance, people and business insight and analysis.
Agents contacted at-risk learners one to one. The program was also designed to help account managers onboard every new student and to support a higher-quality sales pipeline.
The result
Off-track learners fell by 40%, revenue per intervention rose 300% and $2 million in retention revenue was saved.
The client reported improved student retention and satisfaction, with a team able to scale up and down with the business.
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