Case Study: Englishtown achieves 40% faster outbound calling and higher sales efficiency with Five9

Englishtown - Customer Case Study

Englishtown Mexico, the Monterrey-based arm of the global online English school Englishtown (20 million students worldwide), operates a 300+ seat contact center handling roughly 500,000 calls per month, mostly outbound. The center struggled with an aging premise-based system: agents manually dialed numbers, Salesforce wasn’t integrated with the dialer, supervisors lacked real-time reporting or call disposition data, and overall calling speed and visibility were poor.

Englishtown moved to Five9’s cloud contact center for a blended inbound/outbound solution with predictive dialing, Salesforce integration, call recording, reporting, IVR and SIP connectivity. Within a month agents increased calls from about 140 to nearly 200 per day (a 40%+ gain), reached leads much faster (typically within two days instead of a week), gained real-time performance visibility for coaching and QA, and began rolling the platform out to customer service and collections teams.

Englishtown

Hiram Zamora

Sales Intelligence Specialist