Discover how Riseup Labs helped a growing international school provide responsive, professional, and uninterrupted customer service for parents and prospective families.
A growing international school needed a dependable way to respond to parents, guardians, and prospective families outside its regular administrative hours.
The school received inquiries about admissions, enrollment, campus visits, schedules, and general school information throughout the day. However, its internal administrative team could not always provide immediate support during evenings, weekends, holidays, and busy admission periods.
This created a risk that important inquiries could be delayed, appointment opportunities could be missed, and parents could receive an inconsistent experience depending on when they contacted the school.
Riseup Labs established a dedicated 24/7 customer service operation that functioned as an extension of the school’s administrative team. Trained customer service representatives handled parent inquiries, answered approved admissions questions, coordinated scheduling requests, arranged callbacks, and escalated matters that required direct attention from school personnel.
The result was a more responsive and dependable communication experience for families, with uninterrupted support across regular hours, evenings, weekends, holidays, and peak admission periods.
Parents and prospective families often contacted the school when they were available, not only during standard administrative hours.
Questions about admissions, enrollment requirements, campus visits, academic schedules, and school services could arrive during evenings, weekends, or holidays. Without continuous customer service coverage, families might have to wait until the next business day to receive an acknowledgment or response.
For an educational institution, delayed communication can affect trust and create unnecessary uncertainty for families considering enrollment.
Admissions inquiries are often time-sensitive. A prospective parent may be comparing several schools, trying to arrange a campus visit, or looking for clarification before submitting an application.
When inquiries were received outside regular working hours, there was a risk that follow-ups would be delayed or overlooked. A missed callback or scheduling request could also result in a lost opportunity to engage a prospective family.
The school needed a system that ensured every inquiry entered a clear response and follow-up process.
Parents frequently needed assistance arranging campus visits, requesting callbacks, or coordinating meetings with relevant school representatives.
Without a dedicated support operation, these requests could remain pending until an administrative team member became available. This made it harder to provide families with a smooth and convenient scheduling experience.
The school needed customer service representatives who could collect the necessary information, coordinate requests, and make sure the appropriate internal team received them.
Parents expected accurate and professional information regardless of when they contacted the school or which representative handled their inquiry.
Without standardized scripts, frequently asked questions, and escalation procedures, different callers could receive different levels of detail or inconsistent answers.
The school needed a controlled communication process that allowed customer service representatives to answer routine questions confidently while escalating sensitive or specialized matters appropriately.
The school’s administrative team already managed admissions, academic coordination, student services, campus activities, and other operational responsibilities.
Responding to routine inquiries throughout the day placed additional pressure on the team and interrupted work that required direct internal attention.
The school needed a customer service partner that could manage first-line communication while allowing school personnel to concentrate on their core responsibilities.
Admission campaigns, enrollment deadlines, school events, holidays, and the beginning of new academic terms could generate a sudden increase in inquiries.
The school needed a support model that could maintain responsiveness during these periods without placing unsustainable pressure on its internal team.
The objective was not simply to answer calls. It was to create a dependable communication operation that remained available whenever families needed assistance.
Parents and prospective families needed timely support beyond regular school hours, but limited availability created delays, missed scheduling opportunities, and added pressure on the school’s administrative team.
Riseup Labs created a customer service workflow tailored to the school’s communication, admissions, and scheduling requirements.
The operation was designed to provide continuous first-line assistance while maintaining clear boundaries between routine customer service matters and issues that required direct involvement from the school.
Riseup Labs assigned trained customer service representatives to manage inquiries from parents, guardians, and prospective families.
The team became familiar with the school’s approved information, common parent questions, admissions communication requirements, scheduling process, and escalation procedures.
Representatives handled routine inquiries about:
Result: Families gained access to a dependable first point of contact, while the school maintained greater control over how inquiries were received and managed.
Riseup Labs provided continuous coverage beyond the school’s regular administrative hours.
This included support during:
Every inquiry could be acknowledged and entered into the appropriate response, scheduling, or escalation workflow.
Result: Parents no longer had to depend entirely on standard office hours to begin receiving assistance.
The customer service team handled common questions from prospective families using school-approved information.
Representatives helped parents understand the appropriate next steps, captured relevant contact information, and directed inquiries to the correct admissions workflow.
Questions that required specialized guidance or an official decision were escalated to authorized school personnel instead of being answered outside the team’s approved scope.
Result: Prospective families received timely initial assistance while the school retained control over formal admissions decisions and sensitive communication.
Riseup Labs supported the coordination of campus visits, callbacks, and other administrative appointments.
Representatives collected the information required to process each request, including the parent’s contact details, preferred timing, reason for the appointment, and any relevant follow-up information.
Requests were then documented and coordinated with the appropriate school team.
Result: Scheduling opportunities were handled through a more structured process, reducing the risk of appointments or follow-up requests being missed.
Riseup Labs used approved scripts, frequently asked questions, and response procedures to maintain consistency across customer interactions.
The communication framework helped representatives understand:
The scripts provided structure without making conversations feel impersonal. Representatives could communicate naturally while staying within approved guidelines.
Result: Parents received a consistent and professional experience regardless of when they contacted the school.
Not every parent inquiry could or should be resolved by a first-line customer service representative.
Riseup Labs established escalation procedures for matters involving:
The customer service team gathered the relevant information before transferring or escalating each matter, helping the school’s internal team respond with greater context.
Result: Routine inquiries were resolved efficiently, while specialized matters reached the appropriate school representatives through a controlled process.
Riseup Labs regularly reviewed customer service performance and communication quality.
The quality process focused on areas such as:
Feedback and recurring inquiry patterns could be used to improve scripts, update frequently asked questions, and refine the support workflow.
Result: Customer service quality remained actively managed instead of depending solely on individual representative performance.
Continuous customer service coverage allowed parents and guardians to begin receiving assistance when it was convenient for them.
Even when a matter required follow-up from the school, the inquiry could still be acknowledged, documented, and directed to the appropriate team without waiting for the administrative office to reopen.
This created a more responsive experience and reduced uncertainty for families.
Prospective parents often form an early impression of a school through their first inquiry.
By providing timely, professional, and helpful first-line communication, the school could create a more organized admissions experience from the beginning of the parent journey.
Families received guidance about the next steps, while important admissions inquiries were less likely to be overlooked.
A structured approach to campus visits, appointments, and callbacks helped ensure that requests were captured and coordinated.
Instead of depending on informal messages or delayed follow-ups, scheduling requests entered a defined process with the necessary contact details and context.
This helped the school maintain engagement with families who had already demonstrated an interest in learning more.
Approved scripts, FAQs, and escalation procedures gave representatives a reliable framework for handling common questions.
Parents received consistent information, while the risk of representatives providing unapproved or incomplete answers was reduced.
The school could maintain a professional communication standard without requiring an internal staff member to handle every routine interaction.
By transferring first-line inquiry management to Riseup Labs, the school’s administrative team could dedicate more attention to responsibilities that required direct institutional knowledge or authority.
Routine questions, initial admissions inquiries, scheduling requests, and callback coordination could be managed without constantly interrupting education, administration, and campus operations.
The 24/7 support model gave the school a more dependable communication foundation during admission campaigns, enrollment deadlines, holidays, and other periods of increased activity.
Families continued to receive assistance even when the internal team was managing a heavier operational workload.
This engagement helped the school move from limited-hours inquiry handling to a continuous and structured customer service operation.
The value extended beyond answering parent questions. Riseup Labs helped the school create a reliable communication system that supported admissions, scheduling, family experience, and internal efficiency.
Parents and prospective families could contact the school outside traditional administrative hours and still receive acknowledgement and assistance.
Inquiries entered a defined customer service workflow instead of remaining unanswered until an internal staff member became available.
Approved scripts, FAQs, and escalation procedures helped maintain accurate and professional communication across interactions.
Prospective families received timely initial guidance, while admissions-related requests were captured and directed to the appropriate school personnel.
Campus visits, callbacks, and appointment requests were documented and coordinated through a more organized process.
The school’s internal team spent less time managing routine first-line inquiries and more time focusing on education, administration, and campus operations.
The customer service model provided continued support during weekends, holidays, admission periods, and other times of increased inquiry volume.
Responsive communication helped demonstrate that the school valued parents’ time and took their questions seriously throughout the enrollment and family engagement journey.
Riseup Labs helped a growing international school strengthen its communication with parents and prospective families through dedicated 24/7 customer service.
By combining around-the-clock coverage, admissions inquiry support, appointment coordination, standardized communication, structured escalation, and continuous quality monitoring, Riseup Labs created a dependable first-line support operation that worked as an extension of the school’s administrative team.
The engagement helped reduce missed inquiries and scheduling opportunities, improve responsiveness, maintain consistent communication, and allow internal staff to focus on education and campus operations.
The result was more than extended customer service hours. It was a reliable communication partnership designed to support parent trust, admissions engagement, and the school’s long-term operational needs.
Riseup Labs provides dedicated customer service and contact center teams that deliver 24/7 support.
Start a conversation with our team to solve complex challenges and move forward with confidence.
Md. Rafiquzzaman is the Director of Product & Technology at Riseup Labs, with more than 15 years of experience driving innovation in digital solutions. A graduate in Computer Science and Engineering from Shahjalal University of Science & Technology, he is skilled in app, game, and web development, product analysis, and project management.
Md. Rezwanul Haque is the Head of Operations, Admin & Compliance at Riseup Labs, where he oversees administration, finance, budgeting, process improvement, and regulatory compliance. With strong expertise in operations management and strategic planning, he ensures financial discipline and legal compliance while streamlining processes for sustainable growth. Rezwanul also leads recruitment, onboarding, and performance management, and guides compliance frameworks including VAT, taxation, and internal controls.
Maria Santos is the Vice President of Global Sales at Riseup Labs, representing the company from the Philippines to international clients. With expertise in BPO, ITO, and KPO, she helps organizations scale operations, optimize processes, and achieve measurable results. Her career spans outsourcing, technology solutions, and knowledge services, covering the full client lifecycle from acquisition to long-term partnerships. Before outsourcing, Maria worked as a scientist and product developer, sharpening her analytical and problem-solving skills.
Christophe M. David is the Vice President of Business Development for Europe at Riseup Labs, where he drives commercial strategies and client relationships across the region. With a diverse career in executive roles, he combines strategic vision, business effectiveness, and human sensitivity. In the early 2000s, he discovered Bangladesh and was inspired by the humanity, commitment, and resilience of its people. This experience led him to engage in meaningful projects supporting economic and industrial development.
Michael S. Longwell is the Vice President of Sales, North America at Riseup Labs, with more than 20 years of experience in consultative contact center BPO solutions. He helps organizations enhance customer experience and lifetime value through front-office, back-office, and KPO services. Before joining Riseup Labs, Michael was Sales Director for North America at SuccessKPI, a SaaS analytics platform using AI to transform contact center performance.
Hamim Zakaria is the Head of Business Development at Riseup Labs, bringing 17 years of experience across software, game development, staffing solutions, and the BPO industry. Joining the company as a Business Development Manager, he played a pivotal role in shaping its transition into global B2B services and steadily rose to his current leadership role.
Enamul Hoque is the Head of Operations, Growth & Strategy at Riseup Labs, where he drives operational excellence, business expansion, and long-term growth initiatives. With over nine years at the company, he has advanced through roles including Operations Manager and Product Manager, building expertise in streamlining processes and aligning strategies with organizational goals.
Ariful Islam Shakil is the Director of Business Development at Riseup Labs, with 15 years of extensive experience in strengthening local market presence and driving sustainable growth in Bangladesh’s technology sector. He specializes in building strategic partnerships, expanding client networks, and delivering innovative digital solutions tailored to client needs.
Ershadul Hoque is the Founder & CEO of Riseup Labs, a tech entrepreneur, innovator, and builder with nearly two decades of experience leading digital transformation projects worldwide. He has played a pivotal role in designing and delivering intelligent solutions across software, games, immersive technologies, BPO services, and AI-powered platforms.
Md. Moshiur Rahman is the General Manager of Business Development at Riseup Labs, with over 13 years of experience across sales, marketing, operations, and strategic growth. Over his 8+ years at the company, he has advanced through key leadership roles including Assistant Manager of Training, Management Officer, and Operations Manager (Sales & Marketing). In his current role, Moshiur drives business expansion, client acquisition, and long-term partnerships while aligning technology-driven solutions with evolving market demands.
Md. Rezwanul Haque is the Head of Operations, Admin & Compliance at Riseup Labs, where he oversees administration, finance, budgeting, process improvement, and regulatory compliance. With strong expertise in operations management and strategic planning, he ensures financial discipline and legal compliance while streamlining processes for sustainable growth. Rezwanul also leads recruitment, onboarding, and performance management, and guides compliance frameworks including VAT, taxation, and internal controls.
Maria Santos is the Vice President of Global Sales at Riseup Labs, representing the company from the Philippines to international clients. With expertise in BPO, ITO, and KPO, she helps organizations scale operations, optimize processes, and achieve measurable results. Her career spans outsourcing, technology solutions, and knowledge services, covering the full client lifecycle from acquisition to long-term partnerships. Before outsourcing, Maria worked as a scientist and product developer, sharpening her analytical and problem-solving skills.
Christophe M. David is the Vice President of Business Development for Europe at Riseup Labs, where he drives commercial strategies and client relationships across the region. With a diverse career in executive roles, he combines strategic vision, business effectiveness, and human sensitivity. In the early 2000s, he discovered Bangladesh and was inspired by the humanity, commitment, and resilience of its people. This experience led him to engage in meaningful projects supporting economic and industrial development.
Michael S. Longwell is the Vice President of Sales, North America at Riseup Labs, with more than 20 years of experience in consultative contact center BPO solutions. He helps organizations enhance customer experience and lifetime value through front-office, back-office, and KPO services. Before joining Riseup Labs, Michael was Sales Director for North America at SuccessKPI, a SaaS analytics platform using AI to transform contact center performance.
Hamim Zakaria is the Head of Business Development at Riseup Labs, bringing 17 years of experience across software, game development, staffing solutions, and the BPO industry. Joining the company as a Business Development Manager, he played a pivotal role in shaping its transition into global B2B services and steadily rose to his current leadership role.
Enamul Hoque is the Head of Operations, Growth & Strategy at Riseup Labs, where he drives operational excellence, business expansion, and long-term growth initiatives. With over nine years at the company, he has advanced through roles including Operations Manager and Product Manager, building expertise in streamlining processes and aligning strategies with organizational goals.
Ariful Islam Shakil is the Director of Business Development at Riseup Labs, with 15 years of extensive experience in strengthening local market presence and driving sustainable growth in Bangladesh’s technology sector. He specializes in building strategic partnerships, expanding client networks, and delivering innovative digital solutions tailored to client needs.
Start a conversation with our team to solve complex challenges and move forward with confidence.
