Enrollment was never the hard part
Keeping learners to completion, at a lower cost-to-serve, is the hard part. Firstsource Consulting delivers both, with no trade-off.
Firstsource pulled out all the stops — found space, allocated it, fitted it out, and got it working. We had a functioning capability center, ready for people to sit down and work, in a matter of months.
WHY THIS MATTERS
The forces reshaping edtech operations
Three structural pressures every edtech leader is navigating right now, and they compound.
Learner retention crisis
~10%
average completion rate for self-paced online courses. Every nine out of ten learners who start do not finish. That is revenue designed in, then left on the table.
Teachfloor eLearning Statistics, 2025
The investment pullback
$2.4B
Global edtech venture funding in 2024 was the lowest in a decade, down from $21B in 2022. Growth through capital is over. Margin must come from better operations.
HolonIQ EdTech VC Report, 2024
Abandonment
40%
of early learner drop-offs are linked to poor platform usability, fragmented support, and friction in the learner experience, before learners reach the first lesson.
DigitalDefynd EdTech Customer Journey Report, 2026
Realized outcomes
Numbers from learner operations that ran
These are real outcomes delivered for learning organizations through consulting engagements, not projections.
~98%
CSAT improvement
CSAT was achieved for a global educational testing organization following full CX redesign and digital transformation.
75%
reduced call hold time
Average call hold times were reduced through digital technologies, process redesign, and agent assist implementation.
6x
increase in enrollments
for an online learning provider after learner journey redesign, brand strategy, and conversion optimization.
Our solutions
What we do for edtech operators
We offer six practices, each designed to convert advice into outcomes in learner operations.
Student experience redesign
We map every learner moment from inquiry to completion so drop-off falls and lifetime value lifts.
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Redesign the processes
We redesign enrollment, lead management, and learner support for the agentic future.
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Transform operations
We define how learner operations run across enrollment, support, and delivery in an AI-native world.
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Client story
20%+ CSAT improvement year-on-year
A global leader in educational testing engaged Firstsource to create a streamlined customer experience organization with a unified vision. From diagnostic through digital deployment, the engagement delivered ~98% CSAT, a 75% reduction in hold time, a cleared backlog, and stood up a dedicated learner support team.
60,000
backlog cases
cleared
cleared
How WE Deliver Value
Transform. Implement. Operate.
There are three phases in one continuous motion. Select a phase to see how it works for edtech.
Diagnose what is actually happening in your learner operations
We map every learner moment from inquiry to completion and show leaders where drop-off, cost, and conversion gaps compound today.
Learner operations diagnostic
- Learner persona and journey mapping across enrollment, support, and retention touchpoints
- As-is process blueprint: enrollment workflows, ticket volumes, resolution times, and escalation patterns
- Benchmark against peer operations
- AI readiness assessment
Design learner operations that deliver and build the case for it
We design the future-state learner operation across enrollment, support, and delivery with a business case finance and product can defend.
Requirements and business case
- Future-state learner journeys and target operating model built from diagnostic findings
- Technology evaluation and recommendation
- Business case with return-on-investment model
- Phased implementation roadmap
Experience and delivery architecture
- Omnichannel learner support design
- People, process, and technology architecture for future-state learner operations
- Offshore and onshore model design with governance framework
Run the learner operations we designed together
We run the learner operation we designed, holding enrollment conversion, CSAT, and cost gains long after the engagement officially closes.
Lead, land, and run
- Change and adoption management across every layer of learner-facing operations
- Benefits tracking measured against the business case
- Transition to steady-state learner support operations
INSIGHTS
Latest from the Firstsource team
Insights from the field, real operations, real outcomes, and perspectives from the people making it work in live operations.
Case Study
Global educational assessment leader partners with Firstsource to evolve its CX to be digital-first, achieving 25% savings and 20% increase in customer satisfaction
A global education firm partners with Firstsource to transform its customer experience, improving service quality, agility, and learner satisfaction.
Contact Us
Start with discovery
- Rapid diagnostics: AI maturity mapped across your operations.
- Expedited benchmarking: Your position versus vertical peers.
- Fastracked roadmap: Where Kairos creates the most value, first.