Dedicated to an increased focus on engagement, matching, user experience, and sales.
* Such as those that stem primarily from tutor issues, miscommunication, compatibility, and supply.
OUR CURRENT PLACEMENT PROCESS
A potential student calls in with a tutoring request. Our CCR and CSR teams communicate.
TES searches for tutors that match the client's specifications.
A tutor is matched with the student.
Realities of Placements and Client Management
Varsity Tutors promises a 100% satisfaction guarantee
Each year, hundreds of people don't feel we meet that promise. We think there's a way we can change their minds.
OUR THESIS STATEMENT
We are capable of increasing customer satisfaction and decreasing
By reducing friction in the tutor-client matching process, we can do that and more.
Identify the high-risk or high-value client
Keeping track of these clients not only lets us stay on top of yearly trends, but also makes the client feel we're aware of their needs.
Building a pool of reliable tutors
Tutor longevity is one of the largest issues we face at Varsity Tutors. Isolating groups of reliable tutors will increase both tutor and client satisfaction.
Cementing our brand
While most customers have highly successful experiences with Varsity Tutors, we want negative reviews to dwindle to next to nothing.
Any decrease in refunds is going to result in an increase in revenue.
The project lead, and the team's manager.
The Company Advocate
Setting expectations for tutors and building a reliable tutor base.
The Tutor Advocate
Building relationships with clients and ensuring we wholly understand their wants and needs.
The Client Advocate
Onboarding high-need tutors with a focus on subject knowledge, teaching ability, and professionalism.
TSR (Part Time)
Ensuring platform usability and sniping tech issues as they occur.
Amount of Refunds Saved
EXTERNAL METRICS FORSUCCESS
3+ Successful Sessions
INTERNAL METRICS FORSUCCESS
This project could not have been completed without the help of several people who generously gave of their time and invaluable insight. We would like to thank the following people for their help and support: