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Resolving the EV Charge Point Helpline Headache!

Charge Point Operators (CPOs) responsible for setting up and managing public Electric Vehicle (EV) charging infrastructure are facing a November 2024 deadline to comply with legislation regarding the provision of a 24/7 manned charge point helpline and reporting mechanisms.

The Public Charge Point Regulations 2023 come in to force with the looming threat of fines for non-compliance and this is where outsourced contact centres, like Lemon Contact Centre, can play a pivotal role in ensuring that CPOs become legally compliant prior to the November date.

Leveraging two decades of contact centre expertise, Lemon’s services provide the 24/7/365 availability of a staffed telephone helpline, ensuring EV users can receive assistance at any time, whether they are dealing with issues related to charging stations or have general enquiries and, with Lemon’s customer-centric approach, you can be confident of a smooth experience for your helpline support.

Acting as a natural extension of your business, contact centres like Lemon are highly skilled to assist users with troubleshooting common issues such as connectivity problems, charging errors and can often identify and resolve technical issues without the need for on-site visits, saving you the cost of expensive technician call-outs. The ability to resolve faults on first-call also, critically, supports the drive to achieve the target of 99% reliability as dictated by the imminent regulations.

Contact centres also support CPOs by providing the required reporting to satisfy Public Charge Point Regulations and, in a highly data-driven industry, Lemon stands out by providing timely and accurate statistics. Transparency is also delivered through live performance dashboards, allowing stakeholders to see the contact centres performance in real-time. This data-driven approach enables CPOs to not only satisfy regulations but to make informed decisions that enhance operational efficiency and customer satisfaction.

In the ever evolving EV industry, Lemon has etched its name as a contact centre leader, boasting the highest level of ISO and industry accreditations as well as being a Real Living Wage employer. Lemon’s commitment to 24-7-365 service, seamless communication, and insightful reporting isn’t just a promise – it's a benchmark for others to follow.

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