The Role of Inbound Call Centres in Facilitating Access

Equal access is a fundamental right that must be available for all. However, when it comes to inclusive service access for Canadian citizens, there are many documented barriers.

For instance, in getting mental health treatment, a study documented language barriers, lack of knowledge of where to go, geographic and demographic inequities, and lack of accessibility as common service barriers.

Another study revealed that 41% of Canadians have difficulties accessing key health services, leading to lower confidence in the Canadian health system.

Inbound call centres are crucial in addressing these obstacles and creating more inclusive access to public services, including health care, education, housing, and other social services. They overcome language barriers, provide a central source of accurate information, and expand reach even to remote areas.

Overcoming Language Barriers

As a land of immigrants, Canada is made up of diverse communities. While we pride ourselves in being a country open to all, we have to admit that it also requires us to be more inclusive, especially when it comes to serving people with different linguistic abilities.

Inbound call centres offer bilingual support so customers can feel confident that there’s an understanding person they can call for help. Being able to transact in your native tongue increases the accessibility of services, ensuring inclusivity in service delivery.

Call centres also train their staff to be culturally sensitive and aware of the diverse needs of the population they serve. True bilingual agents understand cultural nuances so they can provide better support that goes beyond mere translation. They are also adept at using inclusive communication, so each customer receives the same level of service regardless of their background.

Accessibility for All

Persons with disabilities are often left behind because of difficulties in accessing the services they need. Inbound call centres improve accessibility by adopting technologies and practices that cater to diverse individuals. Mute, deaf, and deafblind customers can engage with contact centres using a teletypewriter (TTY), a device that sends typed messages to phone lines. Another option is relay service facilities, which translate text to voice and voice to text in real-time.

Omnichannel solutions, where customers can reach out via chat, text, email, or phone, provide multiple accessible options as well. Agents are also trained to provide empathetic and patient support to individuals who may struggle to quickly convey their concerns.

By combining technology and human dedication to make services accessible, inbound call centres ensure that everyone, no matter their condition, is provided the information and assistance to take advantage of the services they’re entitled to.

Empowering Rural Communities

Geographical remoteness has long been a barrier to accessing services for individuals in rural communities. An individual living in a remote area may not have the resources to travel just to connect with service providers. Call centres bridge this gap by providing mobile and internet-based services, so anyone can reach out to service providers without traveling long distances.

They also operate 24/7 and can be available even outside standard office hours. This ensures individuals can reach out at their most convenient time.


Call centres are continuously committed to breaking barriers and creating a culture of inclusivity and accessibility. By providing bilingual support, they can accommodate customers of various linguistic abilities. With the help of technological advancements, they can help persons with disabilities get the services and support they need. And by extending reach to remote areas, call centres ensure that everyone, regardless of geographic location, can access different public services.

Forbes said it best when they called call centre agents “today’s heroes.” Why? Because call centre agents bridge gaps and create a more inclusive and accessible world.

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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