EV Chargepoints case study

Who are EV Chargepoints?

Our client is one of the UK's largest providers of electric vehicle charging points, aiming for more than 100,000 deployed units in 2020. They manufacture and sell charging points to both domestic and commercial customers, including exclusive contracts with leading supermarket groups and motor manufacturers.

Over 160 million miles of electric driving already delivered

EV Chargepoints and Confero

Confero has been engaged to work alongside the in-house customer services team, offering tier 1 support to their rapidly expanding customer base. This allows the client to provide 24/7 response and the additional resource to manage peaks and troughs without the constant need to hire more staff.

The Confero Solution

Confero’s specialist agent team provide full 24/7/365 customer and technical support services, from purchasing enquiries & FAQs, to callers having challenges with their home, public or business units, throughout the UK.

From guidance on OLEV grants through to how to use the mobile app, our agents are comprehensively trained to answer any queries regarding electric charging, providing current customers and potential customers confidence they are dealing with a brand they can trust.

Results

In addition to handling new and existing customer queries, by virtue of remote access to charging stations, our agents are aiming for first call resolution wherever possible. Where a fault is diagnosed, Confero's agents use our client's systems to immediately send an SMS instruction to the charging unit to rectify faults and, in rare circumstances where they cannot be fixed, an immediate notification is sent to the Emergency On Call Team.