By Liz Pedro, Customer Advocacy Director
Founded in 1996, Englishtown is the world’s leading online English language school that provides courses to 20 million students in 80 countries. The company’s 300 seat contact center located in Monterrey, Mexico handles more than 500,000 inbound/outbound calls per month. In 2013 while their contact center had grown staff at triple digit rates, they were struggling with an old, featureless call center system and poor agent productivity.
The school’s legacy system was premise-based and very rudimentary. Agents had to hand-dial calls, and supervisors couldn’t get any information on call volume or call disposition. “So much time was spent trying to contact customers,” explained Hiram Zamora, sales intelligence specialist at Englishtown. “Sometimes agents had to make five calls just to get someone on the phone.”
Englishtown knew they had to make a change. The school chose Five9 because it offered all the capabilities they needed, including a blended inbound/outbound platform with predictive dialing and a host of other features, including call recording, reporting tools, IVR functionality, and scalability. And best of all it was cloud-based.
In just one month, Five9 gave Englishtown agents the tools to accelerate outbound call center speed by over 40 percent. According to Zamora, the boost in speed is helping Englishtown realize big gains in its closing rates. The Salesforce integration Englishtown Mexico had sought also contributed to the acceleration in calls. Agents now have the ability to dial prospects with a single click without leaving the Salesforce environment. “Because Five9 integrates with Salesforce, our agents can view customer information as soon as they connect on a call,” Zamora said.
Read the rest of the Englishtown story, here.