Centrepoint is the UK’s leading youth homelessness charity, providing vital support services such as accommodation, health care, life skills training and employment advice to help young people rebuild their lives.
For many years, Centrepoint’s two contact centre teams relied on legacy systems that focused primarily on inbound phone calls. But with the shift to growing demand for digital channels, the charity needed a more modern platform. The team wanted to manage enquiries more effectively, reduce manual admin, and offer a consistent, compassionate experience across voice, email, chat and messaging channels.
Download the case study to learn how Route 101 helped Centrepoint:
Implement a cloud-based contact centre (NICE CXone Mpower) to support multiple channels including voice, chat and WhatsApp messaging.
Enable callback functionality, IVR, and digital routing to reduce wait times and improve responsiveness.
Optimise the Zendesk environment to streamline email ticket management and improve reporting across teams.
