Enhancing EV Driver Support
Enhancing EV Driver Support: The Role of Evolt Charging’s Customer Service Team
At Evolt Charging, we understand that exceptional customer service goes beyond answering calls, it’s about understanding the driver needs, identifying trends, and improving the overall EV charging experience. Our multi-award-winning customer service team plays a crucial role in supporting EV drivers across the UK, ensuring a smooth and hassle-free charging experience.
Extensive Network Coverage
We provide cover for seven UK-wide EV networks, and our team is well equipped to answer queries efficiently. Each member undergoes extensive training before handling phone or email enquiries, ensuring they are fully prepared to support drivers. Our training includes hands-on experience with charge points, allowing staff to gain practical knowledge of the technology they support. With the introduction of industry qualifications, many of our service centre employees are now more qualified than ever, further enhancing our ability to deliver expert guidance and assistance. Evolt Charging provides nationwide coverage across seven UK-wide EV charging networks, supporting over 400,000 drivers.
- 17,000 calls handled per month
- 5,000 emails processed per month
- 160,000+ member and fleet drivers
- 150 customer satisfaction surveys completed weekly with an 86% C-Sat score
“At Evolt Charging, our mission is to make every EV driver feel supported, heard, and empowered. We don’t just solve problems, we build confidence in the charging experience, one call at a time.”
– Customer Service Director, Stephen Trayner
Customer Service Director
Call Logging
Tailoring Support Through Data-Driven Insights
Our customer service centre team meticulously logs every call based on the nature of the enquiry. This structured approach allows us to:
- Identify common concerns among drivers, ensuring we provide relevant and timely support.
- Tailor training programs for new employees, helping them understand the scale and scope of driver inquiries.
- Detect fault trends across networks, enabling proactive reviews and swift resolutions.
By leveraging call data, we continuously refine our training methods and improve the efficiency of our service, ensuring our team remains at the forefront of industry knowledge.
NPS Score: Measuring and Enhancing Customer Satisfaction
Our Net Promoter Score (NPS) is a vital metric in assessing customer satisfaction and loyalty. By analysing feedback from drivers, we gain valuable insights into their experiences, allowing us to:
- Improve response times and resolution efficiency.
- Identify areas for service enhancement.
- Strengthen our commitment to delivering outstanding driver support.
Scaling Knowledge for Network Education
Evolt Charging is dedicated to educating both our team and the wider EV driver community. By analysing call trends, we create:
- Targeted training programs that equip our team with the latest industry knowledge.
- Educational resources and FAQs to address common concerns before they escalate to support calls.
- Proactive communication strategies that keep drivers informed about network improvements and troubleshooting tips.
Delivering Unmatched Support
Our 24/7/365 customer support team, based in Scotland, ensures that drivers receive timely and effective assistance. With 80% of calls answered within 30 seconds and a C-Sat score of 86%, our team remains committed to delivering top-tier service. By continuously analysing data and adapting our training, we uphold our reputation as a leader in EV customer service.
Built on experience and managed by experts, Evolt Charging remains dedicated to enhancing the driver experience through data-driven support, tailored training, and proactive network education. As the EV industry evolves, we remain committed to providing industry-leading service that meets the needs of our growing driver community.
Experience the best in EV Customer Service, experience Evolt Charging.
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