Case Study: From Face-to-Face Learning Centres to Online Teaching Success with TMaaS

They initially entered the online teaching space conservatively — starting with just two teachers on a small-scale trial period. At the time, online learning had gained traction rapidly across Asia, where virtual education models were gaining favor with students. 

Recognizing the potential in offering online learning opportunities, they partnered with us to lay the foundation for a scalable online education product. They had a platform ready to go, and we were able to support with operational expertise in managing scheduling, teacher performance, and reporting. 

This early collaboration established trust and efficiency, proving that with effective processes and support in place, a seamless transition to online teaching was achievable.

When the pandemic struck, our client’s global network of students suddenly lost access to their physical classrooms. Within weeks, we mobilized a large-scale online teaching response — growing the team from 2 to 90 teachers within six months. 

Our targeted recruitment and onboarding infrastructure enabled a smooth, quality-focused expansion under extreme pressure. We also strengthened our management presence, and introduced quarterly lesson observations to maintain teaching quality, ensuring consistency as operations scaled. 

This year cemented the client’s adoption of online teaching — proving that our TMaaS model could deliver both speed and excellence, even in crisis!

It quickly became clear that students preferred the flexibility that online learning offers. To meet the growing demand, we expanded the teaching team by a further 35% and extended our operations to a 24/7 service model. 

We hired dedicated managers to oversee teachers scheduled in Latin America hours. We also solved time zone challenges by employing teachers from the UK and North America living in Asia — ensuring both cultural fit and scheduling efficiency. 

Despite logistical complexities, our quality management processes held strong, and teacher retention remained stable in a rapidly evolving environment.

This year brought continued growth and diversification. The client launched a new young learners program, and we were able to support this expansion by upskilling select teachers for this specialized segment. 

Our focus branched from growth to quality optimization. Working closely with the client, we: 

• Developed and implemented aligned performance metrics and a new teacher scoring process. 
• Introduced Performance Improvement Plans (PIPs) to realign underperformers. 
• Established calibration sessions to ensure consistency in scoring and performance standards. 
• Anticipated seasonal attrition and proactively recruited ahead of demand to ensure uninterrupted lesson delivery. 

We continued to bolster the teaching team, growing by 29% by year-end.

As online learning continued to thrive, this year zoned in on teacher retention and operational optimization. Our intentional teacher development, engagement, and management initiatives resulted in an exceptionally low attrition rate of 6.5%, a benchmark that stood out in the industry at the time, though we would further reduce this by almost half over the coming years (keep reading!).

We supported the client in optimizing teaching schedules and they launched a third product offering, further diversifying learning experiences for students. 

The teacher headcount remained steady, reflecting both stability and sustained performance.

After years of building trust and rapport, the client requested assistance with lesson plans for one of their products, and teachers were able to further deepen their professional growth by contributing through content creation. 

We reached a record 202 teachers, reflecting sustained demand and high student satisfaction.

We now teach thousands of lessons every month and boast an average lesson delivery rate of 99.94% - also an industry leading standard. We also reached a new record low attrition rate of 3.4%. 

Our agile TMaaS model allows us to adapt to the client’s changing needs — whether ramping up for seasonal demand, piloting new programs, or fine-tuning teacher performance metrics — all while maintaining exceptional service standards and student experiences. 

Our vision for the future continues to be inspired by innovation, sustainability, and long-term strategy.

• Growth: 2 → 202 teachers and growing (10,000% increase in 5 years) 
• Global Coverage: 24/7 operations across all time zones 
• Teacher Retention: 3.4% attrition in 2025 
• Product Expansion: 3 new learning programs supported 
• Operational Excellence: 99.94% lesson delivery rate 
• Student Experience: Consistent quality monitoring, training, and performance calibration 
• Client Partnership: 6+ years of continuous growth and innovation

By trusting us with their growth path, our client has grown from a handful of online lessons in 2019 to tens of thousands of additional classes every month. They continue to report profitable financials and increased hours, proving that their hybrid offering appeals to their students. 

This case study is more than a story of growth — it’s proof that with the right partner, traditional education providers can safely embrace online learning without compromising on quality. Through our TMaaS model, we provided the teachers, processes and support that positioned a traditional language learning school as a modern, hybrid education provider that serves students 24/7, worldwide. 

Whether you are interested in fully transitioning to an online school or would just like to add it as an additional product offering, we can help! 

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