Date Published:: October 3, 2022
Categories:: Success Stories

Hypervolt reduce missed calls by 10% with Surfboard

Written by:

Shannon Ashley , Design lead

“From a manager’s perspective, Surfboard is a simple, great, and easy to use product.”
— George New, Head of Customer Experience, Hypervolt

Hypervolt is a designer, manufacturer and operator of electric vehicle (EV) charging infrastructure solutions. Their customers are front of mind and their customer support team operates efficiently across multiple channels.

Hypoervolt’s challenges

With a commitment to delivering smart and safe charging experiences, Hypervolt maintained a dedicated customer support team available across various channels. Operating from 8:30 to 20:00, five days a week, and with weekend coverage from 9:00 to 18:30, Hypervolt aimed to prioritise customer needs. Hypervolt encountered hurdles in reducing missed call percentages and ensuring optimal staffing accuracy. The stakes for their service quality were high– 4 in 5 customers are ready to switch utility suppliers depending on their level of service.

As a Surfboard ‘Starter’ user, Hypervolt initially relied on scheduling independent of forecasting. Despite lacking forecasting capabilities, Hypervolt sought to instil confidence in having the right personnel assigned to tasks at the right times. The absence of precise forecasting tools meant they needed a solution that could address their scheduling challenges without compromising on effectiveness.

How Surfboard helped Hypervolt

Activity scheduling

By partnering with Surfboard, Hypervolt witnessed a significant transformation in their operations, resulting in a remarkable 10% reduction in missed call percentages. Surfboard’s granular intraday scheduling empowered team members with insights into when they needed to be available for calls and when they could allocate time to other tasks.

The customisable scheduling feature of Surfboard played a key role in adapting the tool to suit Hypervolt’s unique team tasks seamlessly. This ensured that the team’s workflow remained intact, with Surfboard integrating into their existing processes.

A balanced schedule became the backbone of support for Hypervolt’s team. With Surfboard, team members were equipped with the knowledge of when to focus on phone interactions and when to engage in other essential tasks. Staggered breaks provided everyone with a full hour away from their desks. Team members had the luxury of enjoying lunch without the constant concern of phone coverage, helping to curb attrition and improve productivity.

Surfboard’s automated schedule generation instilled confidence in managers, particularly in the high-pressure realm of phone-based customer support. By addressing their staffing accuracy issues and optimising schedules, Surfboard became an crucial tool in Hypervolt’s journey towards delivering superior customer service and efficient operations.

“Surfboard has removed the phone-anxiety for our agents. Its smart rules allow us work through queries on an equal footing for both phone and email.”
— George New, Head of Customer Experience, Hypervolt