Blackcircles is a leading online tyre retailer in the UK, offering a comprehensive range of tyres from various brands for cars, motorcycles, and other vehicles. Founded in 2001, the company provides a convenient online platform where customers can select tyres, book fitting appointments, and arrange for installation at a network of partner garages.

Known for competitive pricing, exceptional customer service, and an extensive inventory, Blackcircles simplifies the tyre purchasing process, ensuring a smooth experience from selection to installation.

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.

Before working with Route 101 and Calabrio, the business was dealing with manual tasks and had not yet incorporated a unified view for agents. The Blackcircles team wanted to introduce more automation to improve the overall customer and employee experience, reduce handling time, and increase efficiency. They aimed to build a more robust and streamlined process, particularly to respond faster to demand. They were also interested in exploring omnichannel options and improving integration across their channels.

Route 101 referred Calabrio WFM at Blackcircles. Using AI-powered analytics, Calabrio WFM accurately predicts their contact volumes, factoring in trends and seasonality for precise scheduling of agents. This has streamlined manual scheduling at Blackcircles, freeing up the management team to focus on strategic activities like coaching and agent engagement.