Osprey Charging appoints Evolt Charging

Delivering 24/7 driver call support across UK network

Osprey Charging, one of the UK’s leading rapid EV charging networks, has appointed Evolt Charging, part of SWARCO Smart Charging, to manage its national driver call centre. The appointment follows a successful six-month trial and will see Evolt deliver roundtheclock 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 decision to partner with Evolt Charging reflects Osprey’s 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 the high standards of services expected from a leading UK charge point operator.  

Six-month trial

Evolt has successfully completed a six-month trial, having fully onboarded and integrated with Osprey’s systems, technology and support protocols within just three weeks. 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, helping drivers to navigate charging sessions smoothly. 

Since the partnership began, service performance has exceeded expectations with 95% of calls now answered within 30 seconds. The team will be providing the same quality of service that consistently delivers over 90% customer satisfaction, with a market leading 65+ NPS score, across Evolt’s other managed networks.  

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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.”  

Marco Pappalardo

Osprey’s Head of Network Operations
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Stephen Trayner, Customer Service Director at Evolt Charging, believes that reliable EV charging infrastructure and driver support is key to building driver trust and network success: “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.” 

Stephen Trayner

Customer Service Director at Evolt Charging

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