Route 101 Enables Blackcircles to Improve Productivity by 30%

Route 101 has supported Blackcircles in consolidating its customer experience technology into a single Zendesk system, improving productivity by 30%.

Blackcircles, which operates a digital platform for tyre selection, pricing, and booking, relies on its contact centre to manage a range of customer interactions across voice and digital channels. Over a five-year partnership, Route 101 initially helped centralize email and ticketing, automate routine tasks, and improve call routing and workforce planning.

As the business grew, the focus shifted to simplifying its technology stack. Route 101 consolidated multiple systems – including ticketing, voice, workforce management, quality assurance, and omnichannel support – into a unified Zendesk platform. The project also included system configuration, process updates, and staff training to support adoption.

Following the transition, Blackcircles reported improved operational efficiency and oversight.

Key outcomes include:

• 30% increase in productivity, despite operating with 15 fewer outsourced full-time equivalents (FTEs)
• QA coverage increased from under 1% to 70% through the use of Auto QA
• Scheduling time reduced from half a day to just 30 minutes
• Instant time-off approvals, replacing a multi-step manual process

The changes have provided greater real-time insight into performance and demand, helping the organization manage fluctuations in workload while maintaining service standards.

You can view the full case study here

Author: Robyn Coppell

Reviewed by: Jo Robinson