What changed when UpGrad rebuilt learner support with Futwork
When UpGrad started growing fast with more learners, more courses and more sign ups every month, the support team felt the pressure first.
Questions, doubts and follow up calls piled up. Response times slipped and internal teams were stretched thin.
UpGrad needed a partner to steady learner support, manage higher call volume and grow with them without slowing the business.
How Futwork Helped UpGrad Build Faster, More Consistent Conversations
Instead of going through the lengthy process of hiring and training a large internal team, UpGrad turned to Futwork. They tapped into Futwork’s network of trained agents, which meant they could quickly onboard support staff who were ready to manage a high volume of learner interactions across various languages and time zones.
Thanks to aligned scripts, workflows and follow-up structures tailored to UpGrad’s processes, the transition was seamless. Suddenly, learners had a reliable support touchpoint to turn to when they needed help.
Freeing UpGrad’s Team to Focus on What Drives Real Impact
One of the significant challenges UpGrad faced was maintaining consistent communication. Every learner deserved clarity and guidance and that's where Futwork's agents shone. They ensured:
-Faster response times: No one likes waiting around for answers!
-Clearer explanations: Every learner knew exactly what to expect next.
- Regular follow-ups: No important actions were left hanging.
- Support at critical stages: Ensuring no one dropped off when it mattered most.
With these improvements, the overall learner journey became much more structured and predictable.
Inside Futwork’s Model Blending Remote Expertise and AI Voice
So, how does Futwork make it all work? Their model is geared toward providing scalable support solutions without the headaches:
- AI-assisted training: Agents are well-prepared and efficient.
- Monitoring systems: Ensuring accuracy every step of the way.
- Diverse agent pools: Providing multi-lingual and multi-skilled support whenever needed.
- Quick deployment: Ready to go as soon as new courses launch.
It’s a truly plug-and-play system easy to start and scalable at a moment’s notice!
The Outcome with Clearer Communication and Smoother Support Operations
With Futwork stepping in, UpGrad achieved clearer communication flows and reduced confusion among learners. More queries were resolved promptly and key drop-offs saw a significant decrease. Instead of being a bottleneck, support became a true strength in UpGrad’s operations.
What's Ahead with Futwork's VOICE AI
UpGrad and Futwork have developed a support system that enables consistent, clear and rapid management of high-volume learner conversations. With predictable processes and a trained remote team, the partnership has helped UpGrad maintain a smoother learner journey without adding pressure on internal teams.
As the next step, Futwork is introducing an AI voice to further strengthen this foundation. Routine, repetitive queries will be handled instantly by AI, while human agents focus on conversations that require context and empathy. This blend of automation and human support will help brands like UpGrad scale faster, deliver quicker resolutions and create future-ready support systems built for growth.
