Englishtown Success Story

Englishtown’s Mexico contact center had grown staff at triple digit rates, but was stuck with an old, featureless call center system and poor productivity. In just one month, Five9 gave Englishtown agents the tools to accelerate outbound speed by over 40 percent. With cloud contact center technology, the horizons are now limitless.

Company Background

Founded in 1996, Englishtown is the world’s leading online English language school with 20 million students in 80 different countries. Featuring no books, homework, or class schedules, students learn at their own pace through 24/7 access to online courses and live private lessons.

Englishtown has offices in 50 countries, including the US, Mexico, Brazil, Europe, China, Japan, and South Korea. Englishtown is part of EF Education First (EF), the world’s largest private education organization. Englishtown Mexico operates a 300+ seat call center in Monterrey, Mexico, where it runs outbound sales, customer care, and collection campaigns, and handles 500,000 calls per month. The contact center manages contacts in Mexico and all of Latin America except Brazil. Approximately 80 percent of its operations are outbound calls.