Osprey Charging has appointed Evolt Charging to manage its national driver call centre.
The appointment follows a successful six-month trial and will see Evolt deliver round-the-clock customer phone service for Osprey’s nationwide network of more than 1,400 public EV chargers.
The partnership comes as Osprey embarks on a new phase of growth, backed by a £110 million funding package. The firm said its decision to partner with Evolt Charging reflects its “quality-driven strategy to build a dependable EV charging network with excellent customer service, supporting EV drivers today while inspiring others to make the switch in the future”.
The collaboration enables Osprey to continue to scale the network while maintaining standards of services “expected from a leading UK charge point operator”, it added.
Evolt has successfully completed a six-month trial, having fully onboarded and integrated with Osprey’s systems, technology and support protocols within a three week period.
This included technical training on Osprey’s hardware and software platforms, allowing Evolt’s call centre agents to remotely diagnose faults and deliver real-time support.
Since the partnership began, service performance has seen 95% of calls answered within 30 seconds, and will be aiming to provide the same quality of service that delivers over 90% customer satisfaction, the firm said.
Marco Pappalardo, Osprey’s Head of Network Operations, said:
“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, said:
“Osprey and Evolt have a shared common belief: that the transition to cleaner transport depends not only on deploying great technology, but on delivering a consistently excellent driver experience.
“With over a decade of supporting local authorities, commercial CPOs and mission-critical fleets, and an award-winning team recognised for service excellence, we understand the value of reliable infrastructure backed by real people who care,” says Stephen. “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, and helping more people make the switch with confidence.”
Image courtesy of Osprey
