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In South America, a region with diverse educational needs and growing demand for English as a Second Language (ESL) instruction, one of our clients—a prominent educational provider—faced several operational challenges. With a broad learner base that included corporate clients, school-aged children, and individual learners, the client offered a wide range of ESL services, focusing on conversational English and business English. However, as their operations expanded, maintaining teacher performance and operational efficiency became increasingly difficult.
Despite not having worked with Filipino teachers before, the client turned to EDGE Tutor to address these issues and to provide a tailored solution that would help stabilize their workforce, enhance lesson delivery, and improve overall learner satisfaction. This case study highlights the steps EDGE Tutor took to resolve the client’s challenges and position them for sustained growth in the South American market.
The Challenge: Teacher Attrition and Alignment with Client Expectations
Despite having a large-scale operation that spanned multiple countries in the Latin-American region, the client struggled with three key challenges:
High Teacher Attrition Rate:
A 30% turnover rate had a detrimental impact on their ability to maintain consistent lesson quality. Teachers left due to a lack of clear expectations, inconsistent communication around scheduling, and dissatisfaction with the teaching methodologies being used.
Inconsistent Teacher Performance:
The client’s learners, particularly those studying business English and young learners, required more specialized instruction. However, teachers often struggled to meet the advanced learning needs of these students, leading to gaps in lesson quality.
Operational Disruptions:
Frequent last-minute schedule changes, combined with a lack of backup support, led to operational disruptions. This not only frustrated the teaching staff but also left learners without timely, reliable lessons, impacting both satisfaction and learner progress.
The Solution: Client-Centered Onboarding, Bespoke Learning Programs, and 24/7 Availability
1. Customized Teacher Training
To improve teacher performance, EDGE Tutor developed a rigorous pre-training program tailored to the client’s curriculum. This program focused on business English and advanced grammar instruction, areas where the client’s learners needed specialized attention. By offering targeted training that aligned with the client’s educational goals, we ensured that teachers were better prepared to deliver high-quality lessons from day one.
This proactive approach not only improved pass rates during teacher onboarding but also ensured that teachers felt more confident and competent in delivering lessons that met the client’s high standards.
2. Bespoke Learning Programs for Diverse Learners
Recognizing that the client’s learner base was diverse, EDGE Tutor developed customized learning tracks to cater to specific groups of learners. For younger students, we created a program inspired by Disney Junior, making lessons engaging and interactive. For corporate clients, we incorporated advanced business English modules, such as Oxford courses, to ensure lessons met the professional needs of adult learners.
By tailoring these programs to the specific needs of different learners, we helped the client deliver a more personalized and effective learning experience.
3. Teacher Reserve System with 24/7 Availability
To address operational disruptions, EDGE Tutor implemented a teacher reserve system. This system ensured that a backup team of qualified teachers was always available to handle last-minute cancellations or scheduling changes. By having a reserve of teachers on standby, the client was able to provide continuous lesson coverage, significantly reducing disruptions and improving learner satisfaction.
This 24/7 availability meant that the client could manage their lessons more effectively, regardless of unexpected changes in teacher schedules.
The Results: Stabilizing Operations and Improving Learner Outcomes
EDGE Tutor’s tailored solution led to significant improvements for the client across multiple areas:
Attrition Rate Slashed: Within three months, teacher attrition dropped from 30% to just 9%, significantly stabilizing the teaching staff and improving lesson continuity
264% Increase in Booked Lessons: Comparing 2023 to 2024, booked lessons surged from 2,775 to 10,538, reflecting a remarkable 264% growth.
95% Student Satisfaction Rate: The client reported a 3 month 95% satisfaction rate average among students, driven by improvements in lesson delivery and teacher performance.
20% Improvement in Learner Proficiency: Learners experienced a 20% increase in proficiency within three months of joining the program, particularly in business English and advanced grammar.
Client’s Words: Flexibility, Quality, and Progress
"Edge Tutor's teachers have a unique ability to make complex grammar and business communication concepts easy to understand. This has led to better learner outcomes than we’ve seen with previous providers. The level of professionalism and flexibility is unmatched"— F.D., Director of Operations
This testimonial highlights the true value Edge Tutor brough to the South American client through ESL tailored solutions. Initially skeptical about working with Filipino tutors, the client quickly recognized their professionalism, expertise, and adaptability. The tailored approach and consistent support provided by Edge Tutor transformed their operations and established a trusted, long-term partnership.
Looking Ahead: Conquering the South America's ESL industry with Tailored Solutions
With the core challenges resolved, Edge Tutor and the client are now focusing on the next phase of their collaboration, exploring:
New ESL Programs: Expanding offerings to cater to corporate clients seeking specialized business English training.
Global Expansion: Scaling beyond their current operations, with Edge Tutor supporting global initiatives across 30+ countries.
This case study is not just about overcoming operational issues. It represents a partnership built on mutual understanding, adaptability, and a shared commitment to educational excellence. As the client looks to the future, they know that with Edge Tutor, they have a reliable partner to help them grow on a global scale.