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Establishing positive customer engagement is crucial to business growth in a culturally diverse consumer market such as British Columbia. French language learning and use are still high in this westernmost Canadian province. At the same time, however, the mother tongue of 17% of British Columbians is neither English nor French amid the area’s growing migrant population.

An inbound call centre can help if your British Columbia-based company is experiencing a high volume of incoming calls for appointment scheduling, technical support, and other customer service needs (payments, ordering, upgrades, and renewals). Whatever industry you’re in, inbound call centre agents can assist you in addressing your market’s concerns so you can focus on your core operations.

3 Ways an Inbound Call Centre Can Benefit Your B.C. Enterprise

Although Canada is home to developers of cutting-edge technologies, including chatbot development firms, studies show that the country’s consumers continue to prefer interacting with human agents. Findings of a McGill University study revealed that participants could connect better with human customer care representatives than chatbots.

On Call Centre can deploy a dedicated team to take your inbound customer calls. With our bilingual call answering service and specialized training, your clients can expect the quickest outcomes delivered in the most professional but friendly manner 24/7. Here are three ways you can reap a return on investment from our inbound call centre for your British Columbia business:

1. Active listening that builds rapport and loyalty

Forrester emphasized the importance of emotional connections in their Canada Customer Experience (CX Index) 2022. According to the report, the nation’s top businesses that maintained their CX quality provided customer experiences with high emotional quality. These elite brands scored 15 percentage points higher than the other companies.

At On Call Centre, we recognize that empathy comes behind quick resolution in earning customer loyalty. We develop our agents’ soft skills and equip them with technology that lets them focus on the customer instead of struggling to juggle five different tools. Moreover, we cultivate a positive work environment that cascades to our clients’ target market.

2. Available workforce that can scale with your business

Working with an inbound call centre agency allows you to tap a ready talent. Doing so saves you time, money, and resources needed for recruitment, training, and maintaining physical equipment and facilities.

Our call centre agents can assist your in-house customer care representatives when you face an overflow of calls during peak seasons. This support will enable your internal team to stay productive, instead of stretching themselves too thin through double workloads and overtime. Meanwhile, you can reduce your agent seats during the slow months.

An inbound call centre also offers expertise that may not be available in your company, including customized scripting and message management. Our team can work with you to develop a blueprint for your agent interactions.

3. Brand reputation management that increases leads and sales

Since over 90% of Canadians consider people’s feedback before transacting with a brand, one of On Call Centre’s chief aims is to make your business shine through our call centre support. Positive word of mouth and online reviews will draw prospects to your products and services and inspire long-time clients to extend or upgrade deals.

On Call Centre has been in the business of stewarding customer interactions for hundreds of brands across various fields for over 50 years. But don’t just take our word for it. Discover how we created customized solutions for our clients. Contact us today to learn how our team can serve your inbound call centre requirements in British Columbia.

At On Call Centre , we deliver exceptional customer support 24 hours a day, seven days a week, 365 days a year—sometimes 366. On Call Centre has been providing tailored, fluently French/English bilingual answering services and call centre services to small business owners (professionals, trades) and customer support departments (government, high tech, property management, healthcare, emergency clients) serving Ottawa , Montreal and Toronto —and all over Canada —for almost 50 years.

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