The Voice of Charging Operations: Echargo Solution Center

02:00, midnight — at a DC station, a driver has plugged in but the session hasn't started. They open a support ticket through the mobile app. What greets them on the other end directly determines driver loyalty.

A generic BPO call center "takes the request and routes it." A Solution Center built specifically for charging operations recognizes the request, sees the device state on screen, sends the right command, and resolves it on the spot.

The Standard Mandated by EPDK: ISO 18295

Türkiye's EPDK Charging Service Regulation requires charging network operators to maintain a 7×24 customer contact center. The international quality standard for that service is defined as ISO 18295 (Customer Contact Centres standard).

ISO 18295 sets an auditable framework around call response times, first-call resolution rates, qualified personnel, recording discipline and complaint handling. For an operator, this isn't just a "quality stamp" — it is documented compliance with the regulator.

The Echargo Solution Center hub is accredited under the ISO 18295 standard. Our operator partners inherit this certification into their own structure and meet EPDK's criteria in full.

What the Echargo Solution Center Does

A specialist unit built on sectoral experience, with a single focus on charging operations:

• Live monitoring + intervention: tracks device, connector and session state in real time on the Echargo platform.
• Driver support requests: handles requests via the mobile app and phone on behalf of your operator.
• Field coordination: when physical intervention is needed, coordinates with your technician team and keeps records.
• Payment & regulation: rapid diagnosis on stuck pre-authorizations, failed payments, EPDK notification errors, GIB-ESU invoice statuses.
• Incident reporting: post-incident, gives the operator a summary covering cause, resolution and prevention recommendations.

7×24 — In the Real Sense

Charging operations have no business hours. Holidays, weekends, midnight — whenever a driver wants to charge, the Solution Center is awake. ISO 18295 already mandates this continuity; we live it as year-round operational discipline.

This frees your operator from the burden of keeping its own internal team always alert. Routine support load is handed off to the Solution Center; your team focuses on growth and operational improvement.

For Those Who Want to Talk

Operators using Echargo have direct access to the ISO 18295-certified Solution Center. If you're not yet an operator partner and want to evaluate our working model and SLA tiers, get in touch.

Solution Center & Demo Line: +90 850 304 3570Email: [email protected]

You can also request a demo through our contact form.

In charging operations, the door to driver loyalty is the phone that rings at the right moment. The Echargo Solution Center is the name of the team that picks up that phone — backed by sectoral expertise and ISO 18295 accreditation.