Osprey Charging has selected Evolt charging to manage its national driver call centre.

The appointment follows a successful six-month trial and will see Evolt, part of Swarco Smart Charging, deliver round-the-clock customer phone service for Osprey’s nationwide network of more than 1,400 public EV chargers.

Osprey said that outsourcing its call centre enables it to continue to scale the network while maintaining the high standards of services expected from a leading UK charge point operator. The UK’s Public Charge Point Regulations 2023 mandate 99% reliability for public rapid chargers, contactless payment options over 8kW, 24/7 helplines and clear pricing.

Osprey added that the decision to partner with Evolt reflects its “quality-driven strategy to build a dependable EV charging network with excellent customer service”.

During the six-month trial, Evolt onboarded and integrated with Osprey’s systems, technology and support protocols within 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.

Evolt has over a decade’s experience of supporting local authorities, commercial CPOs and mission-critical fleets, and the team will provide 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.

The partnership comes as Osprey enters a new phase of growth, backed by a £110m funding package.

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, added: “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.”