Prominent online tyre retailer in the UK teams up with Route 101 to revamp contact centre operations

Blackcircles operates a customer service contact centre that handles tyre purchases. Its agents coordinate with garages to book or reschedule appointments, adjust tyre selections when items are out of stock, and manage cancellations as needed.

The Blackcircles team wanted to introduce more automation to improve the overall customer and employee experience, reduce handling time, increase efficiency, and build more robust and streamlined processes.

Download the case study to see how Route 101 assisted Blackcircles by:

• Upgrading Zendesk instance and developing a custom application to automate manual tasks, enhance customer interactions, and give agents a unified view of customer data
• Implementing the Gamma Horizon phone system to improve call routing and support remote work capabilities
• Integrating Calabrio WFM to streamline scheduling, allowing the management team to focus on strategic activities like coaching and agent engagement
• Introducing Geckoboard to create real-time dashboards for monitoring key metrics and KPIs, enabling data-driven decision-making