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Happy New Year from On Call Centre

By Irene | January 3, 2017 | Comments Off on Happy New Year from On Call Centre

This New Year is a fresh start on achieving your business goals. Whether you are a small business owner, manager of a customer support department or responsible for fundraising, we wish you every success in achieving your business goals in 2017. For us at On Call Centre, we are now in our 46th year of…

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Season’s Greetings from On Call Centre

By Irene | December 15, 2016 | Comments Off on Season’s Greetings from On Call Centre

On behalf of the On Call Centre team, my sincere appreciation goes out to all of our valued clients this holiday season. As we head into our 46th year of business, I want you to know that it is our pleasure to serve you and your customers. We take great pride in knowing that you…

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3 Customer Service Tips as We Head into the Holiday Season

By Irene | December 1, 2016 | Comments Off on 3 Customer Service Tips as We Head into the Holiday Season

    As we head into the holiday season, people are more polite and generous to one another—even helping their neighbours shovel out after a particularly heavy snowfall. That said, customer service representatives know that the people on the other end of the phone are stressed. There just doesn’t seem to be enough time to…

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Do You Want Repeat Business?

By Irene | November 16, 2016 | Comments Off on Do You Want Repeat Business?

Have you heard the age-old saying, “It costs less to retain a customer than to acquire a customer?” The service a business delivers to its customers contributes a great deal to retaining customers. If you are a small business, this is important because you’re often busy working to build your business rather than answering the…

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A Professional Answering Service that Turns a Frown Upside Down

By Irene | November 2, 2016 | Comments Off on A Professional Answering Service that Turns a Frown Upside Down

The author of a recent article in Call Centre Magazine told the story of a barista who finally got the author’s order right on the third attempt. The barista apologized saying he’d been having a bad day. That’s all well and good if you’re standing directly in front of the vendor who’s made an error.…

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3 Attributes of a High-Performance Answering Service

By Irene | October 21, 2016 | Comments Off on 3 Attributes of a High-Performance Answering Service

    If you own a small business, manage a customer support department, or manage fundraising, you may be considering turning to a professional answering service for assistance. A professional answering service—or call centre service—can be your most reliable partner in ensuring exceptional customer experiences.   Here are 3 attributes of a high-performance professional answering…

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Time is a Scarce Resource

By Irene | September 16, 2016 | 0 Comments

I recently read this article at CallCentre.co.uk, Mapping the Perfect Recipe for Customer Experience Excellence: Food for Thought. The author talks about the 6 pillars of achieving customer experience excellence: personalization, integrity, time and effort, expectations, resolution and empathy. While each of the 6 pillars is important, I think that the “time and effort” pillar…

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Did You Know that a Call Centre Can Differentiate Your Business?

By Irene | September 1, 2016 | 0 Comments

The headline of a recent article in Contact Management Magazine, Top Contact Centre Trends for 2016: It’s All About Customer Experience, caught my eye. Naturally, I read the article. Peppered throughout the article are statistics and insights from Dimension Data’s 2016 Global Contact Centre Benchmarking Report. If you are a small business owner, responsible for…

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Can an Answering Service Help Your Small Business Grow?

By Irene | August 15, 2016 | 0 Comments

        At On Call Centre, many of our clients are small business owners. Before they became our clients, though, they were wearing many hats and having a hard time juggling the ‘hats’ and doing everything well. Here are 5 reasons why these small business clients decided they needed the help of a…

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Building Strong Customer Relationships

By Irene | August 3, 2016 | 0 Comments

    I just read a good article entitled, “Do You Have a Call Center or a Relationship Center?” by Dave Murray. The author says that a call center is an opportunity to “help an organization cultivate deeper relationships with customers.” We agree. A professional call center service or answering service most definitely builds strong…

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