Euroanswer provides customer support outsourcing for education — educational and cultural institutions, exam and language providers and EdTech platforms. Our multilingual contact centre answers students and customers by phone and email from delivery centres in North Macedonia and Romania. For the British Council we handle about 3,800 interactions a month for 11 European countries in 6 languages, answering 80% of calls within 20 seconds.
Education support services we provide
Student & customer support
Answers on courses, exams, bookings, payments and accounts — by phone, email and chat.
Enrolment support
Extra capacity for enrolment periods and exam sessions, without long queues.
Back office & data management
Administrative processes and data management that free your staff for teaching and learning.
Omnichannel engagement
Student engagement using omnichannel technology and AI support.
Case study: a multilingual contact centre for the British Council
Our client, an international cultural and educational organisation, needed a highly adaptable, reliable partner eager to understand the depth of the industry, the particularities of the brand, its services and its customers.
A team of 13 dedicated agents answers customers by phone and email in 11 countries — including Austria, Belgium, Croatia, France, Germany, Lithuania, Luxembourg and Slovenia — and in 6 languages. We answer 80% of calls within 20 seconds, keep the abandon rate under 10%, meet 100% of email response times and escalate fewer than 10% of email cases.
Why educational institutions outsource customer support
Routine administration, data management and enrolment processes can divert attention from the core goal of providing excellent education. Partnering with Euroanswer lets institutions reinvest savings into academic programmes, student facilities and technology — while a dedicated Learning & Development team makes sure our agents integrate seamlessly with your framework.
Outsourced support also scales with the student lifecycle, absorbing the peaks of enrolment periods efficiently.
Industry expertise
A proven track record delivering BPO services to educational organisations.
Multilingual by default
Native and fluent agents for students across Europe.
Smooth transition
A risk-free transition led by experienced Client Relationship and Project Managers.
Security & compliance
GDPR and ISO/IEC 27001, 99.9% network availability and secure data storage.
Related reading: The role of customer support in education
Frequently asked questions
What is education customer support outsourcing?
It means a school, university, exam or language provider or EdTech platform hands its student and customer enquiries — enrolment and booking questions, exam and course information, payments and account issues — to a specialised contact centre that answers on its behalf by phone, email and chat.
Which outsourcing services do you provide for education?
Multilingual student and customer support, enrolment and booking support, back-office support and data management, designed to take routine administration off your teams so they can focus on education.
Who have you worked with in education?
For more than four years we have run the British Council’s multilingual EU contact centre, answering customers by phone and email in 11 countries — including Austria, Belgium, Croatia, France, Germany, Lithuania, Luxembourg and Slovenia — and in 6 languages.
How do you handle enrolment and exam-season peaks?
Outsourced support scales with the student lifecycle. We plan capacity ahead of enrolment periods and exam sessions so peaks are absorbed without long queues — 80% of calls answered within 20 seconds and an abandon rate under 10% for our education client.
Can you support EdTech and online learning platforms?
Yes. We provide omnichannel support for learners and customers — account access, payments, course and platform questions — with escalation of technical issues to your product team.
How do you protect student data?
Our operations are GDPR-compliant and ISO/IEC 27001-certified, with 99.9% network availability and secure data storage. Data protection responsibilities are defined in every agreement.
How do new agents learn our processes?
A dedicated Learning & Development team trains our agents on your services, policies and tone of voice, so they integrate seamlessly with your framework, and Client Relationship and Project Managers lead a risk-free transition.