How Kinetic Education cut handling times by 20% with Dialpad

For nearly three decades, Kinetic Education has helped more than 78,000 children across Australia build confidence in math and literacy—backed by a deeply personal origin story. 

When the founders’ young son struggled in school due to a hearing problem, they combined their expertise in teaching and technology to build interactive programs that could help him—and thousands of other kids—catch up and thrive.

Today, Kinetic Education is still guided by that same belief: with the right support, every child can learn. Their team of 100+ remote tutors works closely with families to track student progress, offer real-time feedback, and build the trust that makes those “lightbulb” moments possible—whether those families are based in Australia, the U.S., or the U.K.

To support that mission at scale, Kinetic turned to Dialpad. We spoke with Kieran Cormick, Systems Administrator, and William Sanghvi., Head of Operations, to learn how a modern communications platform has helped their team improve responsiveness, strengthen relationships, and bring more human connection to the heart of learning.

Cutting out a costly and unreliable system

Kinetic Education’s mission depends on building strong, trusting relationships with families. But before switching to Dialpad, their outdated phone system was standing in the way.

The team relied on physical desk phones at every workstation—each costing about $250—which made supporting a fully remote workforce expensive and unsustainable. More importantly, the system just wasn’t built for the level of service Kinetic needed to deliver. Calls were often missed and redirected to answering machines, leaving families waiting and staff in the dark about what had fallen through the cracks.

“We didn’t have a clear picture of what was happening,” said Kieran, who oversees workforce planning and system administration. “And that made it harder to build trust with parents.”

Without real-time visibility into call activity or agent performance, leadership couldn’t track key metrics—or support their team in the moments that mattered most. Conversations with parents lacked consistency, and the team had no easy way to follow up, coach agents, or identify where improvements were needed.

It was clear that Kinetic needed more than just a phone system. They needed visibility, flexibility, and a platform that could scale with their growing team.

Switching to a flexible, Ai-powered, cloud-based platform

To keep up with growth and support a fully remote team, Kinetic Education made the switch from a physical phone system to Dialpad’s cloud-based platform. The impact was immediate. Not only did it give them the flexibility to manage staff across Australia and expand into the U.S., but it also gave them something they’d never had before: visibility.

Now, instead of guessing what happens on calls, the team can listen in live, review recordings, and coach agents with real context. That’s helped raise the bar across the board—from faster response times to more consistent service.

Dialpad Ai Live Coach also plays a key role in supporting team members while they’re on calls. Managers can step in when needed, and agents feel more confident knowing there’s guidance and oversight built right in.

Instead of replacing expensive hardware year after year, tutors and agents now take calls directly through their computers—saving the team thousands. And with Dialpad’s global unlimited calling add-on, they’ve also significantly cut down on international call costs, like  to the U.K., where many of their customers are based.

Delighting parents and empowering agents with Dialpad

Supporting a fully remote workforce

Kinetic’s entire tutoring team operates remotely, offering fully online support to families across Australia and the U.S. With no in-person sessions to manage, having a reliable, centralised communications system like Dialpad has been essential to keeping tutors and families connected in real time.

“We have tutors working from every state in Australia and a growing U.S. team,” Kieran shared. “Dialpad gives everyone consistent, reliable communication wherever they are.”

This level of connectivity has allowed them to scale their operations confidently, without losing their signature personal touch. It’s also enabled them to support families in the U.K. from their offices in Australia and beyond—all while maintaining centralized visibility into performance, quality, and customer experience across regions. No separate systems, no siloed data—just one connected platform.

Improving quality through coaching and transparency

With Dialpad’s built-in call recordings and monitoring features, leaders can review conversations and coach agents more effectively. It’s also made expectations clearer for team members.

Now, agents have more visibility into their performance and more support with delivering consistent service—no matter who picks up the phone.

“We can monitor things in real time and see how the team’s actually performing,” said Kieran. “The fact that we’ve got all the information means our coaches can go to work with the staff to ensure they’re all delivering uniform, great service.”

This transparency has helped the team build consistency across conversations while giving agents more confidence in how they engage with families.

Creating trust through speed and personalisation

Since moving to Dialpad, Kinetic Education has improved their answer rates and reduced wait times. That means families get support faster—and from someone who knows exactly what their child is working on.

“We’re answering calls in the first 5 to 10 seconds now,” said William.

This quick, consistent experience helps agents build trust with families and offer the kind of support that feels more like a conversation than a transaction. That trust creates space for more honest conversations—parents feel comfortable opening up about where their child is struggling, which helps tutors better tailor their support.

Real-time results with lasting impact

Since switching to Dialpad, Kinetic Education has seen measurable improvements across the board—from faster calls to a better experience for families and tutors alike.

The team’s average handle time has dropped by around 20%, and they now answer most calls within seconds, a major improvement from the days of missed voicemails and unreliable physical phones.

“We’re seeing a clear 20% improvement in answer rates and average handle times,” said Kieran. “The difference Dialpad has made in quality and speed is tremendous.”

They’ve also eliminated significant recurring costs by replacing deskphones—once $250 per unit—with Dialpad’s softphone app. Not only did this save thousands of dollars per year, but it also allowed the company to expand its fully remote team without worrying about hardware or logistics.

“Moving to Dialpad meant we could stop buying and replacing phones entirely. That alone saved us thousands,” Kieran noted.

Dialpad also gives Kinetic Education’s managers full visibility into team performance—allowing for more proactive coaching and consistent, high-quality service across every conversation. Instead of chasing down missed calls or unclear interactions, coaches now have the tools to focus on what really matters: supporting families and helping agents grow.

Looking ahead: Building on a strong foundation

With a strong communications foundation in place, Kinetic Education is focused on continuing to scale their operations—particularly in the U.S.—while maintaining the high quality and personal touch that families trust. 

Even with a growing presence in the U.K., Kinetic Education hasn’t needed to spin up a separate communications system. Dialpad gives them a single, unified view of their teams and customers—no matter the region—making it easy to scale without sacrificing consistency or reporting.

Their goal is to keep building on the efficiencies they’ve gained so far: strengthening internal training, refining call quality, and empowering tutors with the tools they need to deliver a great experience from anywhere.

“Dialpad has helped us support our team and our families better than ever,” says William. “As we grow, we’re excited to keep improving and delivering on the high standard we’ve set.”