"Over 750 million miles of electric driving already delivered"
Our client is one of the UK's largest providers of electric vehicle charging points, with an installation base of more than 210,000 charging units. They manufacture and sell charging points to both domestic and commercial customers, including high profile contracts with leading motor manufacturers, supermarket groups and national property delevopers.
EV Client and Confero
Confero is 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 callers having challenges with their home, public or business units, throughout the UK to purchasing enquiries & FAQs.
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 rectify charger unit faults, stuck cables and, in rare circumstances where they cannot be fixed, an immediate notification is sent to the Emergency On Call Team.
