The Role of Inbound Call Centres in Facilitating Access

You’re knee-deep in balancing sheets and tackling taxes, and suddenly, your phone rings off the hook with client inquiries. You’d rather go back to your numbers, but there’s a client (or potential one) waiting. Or perhaps you own the firm but your staff is already buried deep in client work, so no one is left to answer phones.

Timely client communication in accounting firms is crucial for efficient client management. You’d never know when someone would call with a pressing issue or just a general inquiry. To avoid disrupting accountants from their work, answering calls and filtering through client concerns is best delegated to inbound call centres.

How Call Centres Streamline Inquiries

Imagine having a dedicated team to handle inquiries, ensuring no calls, chats, or emails go unanswered. You and your staff can work in peace knowing someone has your back covered. More than just answering calls, call centre agents bring a high level of professionalism to your firm’s image.

Clients appreciate that there’s a designated channel for questions, which creates a deeper sense of trust and reliability in your services. Here’s what call centre solutions for accountants can accomplish:

  • Appointment Scheduling: Agents have access to your calendar so they know when a client can be accommodated for a meeting. This creates an efficient solution to avoid overbooking and missed appointments, giving you peace of mind that you’re on top of your client commitments.
  • Answering FAQs: You’ll still be the best person to answer client-specific questions, but when it comes to general inquiries, an agent is there to help. Instead of repeatedly providing the same generic answers, you can trust agents to provide instant answers and timely information, even beyond office hours.
  • Urgent Tax-Related Requests: During tax season, you’re busy (and sometimes overwhelmed) with the sheer volume of tax preparations and requests. Let agents handle the extra burden of incoming calls from clients on various requests, instructions, and extra work. Agents can consolidate all the information and pass them on to your office for further action.
  • Year-End Reports: Whether it’s the end of a regular calendar year or a fiscal year, your clients need timely service when they call with concerns or questions. Inbound call centres are there 24/7, making your firm responsive to client requests. Answering services can take a message and pass it on to the right department or take note of clients who need a call back from their accountant. They can also route calls to the right person for immediate action.

Benefits of Call Centre Technology

With features like automatic call distribution and virtual reception, call centres are a tremendous help to accounting firms. They act as personal assistants for every client, ensuring inquiries reach the right ears and get the attention they deserve.

As such, you can expect to experience the following benefits:

  • Increased customer satisfaction and client loyalty
  • Better competitive advantage since you’re able to respond 24/7 to inquiries
  • Significant cost savings since working with a cell centre is less expensive than building a full-time dedicated team
  • Higher sales
  • Better industry reputation

Practical Tips for Integration

Start by assessing your communication needs. What are the common client inquiries? Which channels are most frequently used? Understanding your specific requirements will guide you in choosing the right call centre solution tailored to your business.

Likewise, prepare to embrace change. Introducing a call centre might feel like a shake-up initially, but trust the process. The enhanced communication and client satisfaction will speak for themselves.


Client communications shouldn’t be a bottleneck. With call centres, the days of missed calls, lost emails, and frustrated clients are long gone. Embrace this practical service and watch your accounting firm soar to new heights.

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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