Route 101 has supported Centrepoint, the UK’s leading youth homelessness charity, in modernising its contact centre operations.
The project included the rollout of a cloud-based system covering telephony and digital channels, alongside hands-on implementation support.
Centrepoint helps over 15,000 young people each year, offering housing, one-to-one support, counselling, and education, training and employment opportunities.
The charity runs two contact centre teams: a Helpline providing advice to young people in crisis, and a Supporter Care team managing contact with donors and the public.
Following a move to fully remote working and a greater demand for digital communication, Centrepoint required a more flexible platform.
Key needs included adding chat and WhatsApp messaging, improving call handling, reducing third-party tools, and maintaining a compassionate experience for users.
Route 101 implemented NICE CXone Mpower and Zendesk to support these requirements. Key features included callback options for busy times, web chat and WhatsApp, smart routing, silent monitoring and coaching tools, and reporting to support planning and performance tracking.
“Working with Route 101 has been a real step change for us. The team has been incredibly involved and supportive throughout the entire process,” said Abby Deamer, Head of Fundraising Strategy and Operations at Centrepoint.
“When we went live, Route 101’s project team even came to our office, which really helped build a strong relationship.”
The charity reports improved accessibility for service users and supporters, enhanced reporting, better follow-up processes, faster response times and fewer internal transfers.
“We’re proud to be supporting Centrepoint as it does such vital work,” said Russell Attwood, CEO and Founder of Route 101. “This project underscores the importance of compassionate, accessible support – and we’re excited to deliver that.”
To read the full case study, click here.
For more information about Route 101 - visit the Route 101 Website
About Route 101
Route 101 is an award-winning technology systems integrator, delivering market-leading cloud contact centre and customer engagement software and solutions. Its products and services help clients to transform their customer engagement, support and empower their workforce, and boost their business operations. Find out more about Route 101
Author: Hannah Swankie
Reviewed by: Jo Robinson
Published On: 4th Nov 2025
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