Osprey Charging Partners with Evolt for 24/7 Driver Support

Welcome, Net Zero News readers,

In an exciting advancement for the UK’s electric vehicle (EV) infrastructure, Osprey Charging has announced a strategic partnership with Evolt Charging to manage its national driver call centre. This collaboration is set to enhance the customer experience for Osprey’s expansive network of over 1,400 public EV chargers spread across the country.

The decision to partner with Evolt comes after a successful six-month trial period, during which Evolt demonstrated its capability to deliver round-the-clock customer support. Evolt, a prominent player in the EV charging sector and part of the Swarco Smart Charging family, will now ensure that drivers have immediate access to assistance whenever they need it, regardless of the time of day.

As the UK strives for a greener future with the Public Charge Point Regulations 2023, which mandate a remarkable 99% reliability for public rapid chargers, Osprey is committed to maintaining high service standards. This includes ensuring contactless payment options for chargers over 8kW, 24/7 helplines, and transparent pricing structures. By outsourcing its call centre operations to Evolt, Osprey aims to scale its network while upholding these high standards of customer service expected from a leading charge point operator in the UK.

Osprey’s decision to collaborate with Evolt reflects its quality-driven strategy to construct a reliable EV charging network, prioritising excellent customer service. During the initial trial, Evolt integrated seamlessly with Osprey’s systems and support protocols within just three weeks. This rapid onboarding included comprehensive technical training on Osprey’s hardware and software platforms, equipping Evolt’s call centre agents with the necessary skills to remotely diagnose issues and provide real-time support. This capability is vital in helping drivers navigate their charging sessions smoothly.

Since the commencement of this partnership, the performance metrics have been impressive, with 95% of calls being answered within a swift 30 seconds. Such responsiveness is critical in ensuring that drivers receive the assistance they require without unnecessary delays.

Evolt boasts over a decade of experience in supporting local authorities, commercial charge point operators (CPOs), and mission-critical fleets. The company is dedicated to providing a level of service that consistently achieves over 90% customer satisfaction, as evidenced by a market-leading Net Promoter Score (NPS) of 65+. This impressive track record is a testament to Evolt’s commitment to customer service and its ability to manage the complexities of EV charging networks effectively.

The timing of this partnership is particularly noteworthy as Osprey embarks on a new phase of growth, bolstered by a substantial £110 million funding package. This financial backing underscores the increasing demand for reliable EV charging solutions as more drivers make the switch to electric vehicles.

Marco Pappalardo, Osprey’s Head of Network Operations, expressed confidence in the partnership, stating, “We chose Evolt because they have a strong track record. They too are committed to a reliable, customer-focused charging experience for every driver. With comprehensive staff training aligned to Osprey’s core values and technical operations, the customer service team is delivering a consistent and high-quality service across driver interactions.”

Stephen Trayner, Customer Service Director at Evolt Charging, echoed this sentiment, adding, “This partnership brings together two organisations committed to scaling EV charging in a way that’s smart, service-led, and centred on delivering the best customer experience, helping more people make the switch with confidence.”

As the electric vehicle landscape continues to evolve, partnerships like the one between Osprey and Evolt are crucial for building a robust and reliable charging infrastructure. The commitment of both companies to enhance customer experience and operational efficiency is a significant step towards making electric vehicle ownership more accessible and appealing to a broader audience.

In conclusion, as the UK moves closer to its net-zero targets, the collaboration between Osprey Charging and Evolt Charging serves as a beacon of hope and progress. The ongoing investments in EV infrastructure and the focus on customer service will undoubtedly play a pivotal role in encouraging more drivers to embrace the transition to electric vehicles. With these initiatives, we can look forward to a future where EV charging is not just a necessity but a seamless and enjoyable experience for all drivers.