Bringing systems together to drive 30% more productivity for the Blackcircles team

Blackcircles, the UK’s leading online tyre retailer, operates a busy multichannel contact centre supporting customers from tyre selection through to booking and fitting.

Having partnered for over five years, Route 101 has supported Blackcircles through several stages of contact centre growth. As the operation evolved, new systems were introduced to support different areas of the customer journey. To bring these capabilities together, Blackcircles moved to consolidate into a single Zendesk platform, combining voice, digital channels and workforce tools in one place and creating a more joined up operation. 

Download the case study to see how this transformation delivered:

• QA coverage increased from less than 1% to 70% with Automated Quality Assurance 
• Scheduling time reduced from hours to minutes
• Instant time off approvals replaced a manual process
• 30% improvement in productivity
• Reduced reliance on outsourced agents