The Role of Inbound Call Centres in Facilitating Access

Running a business in Toronto can be a good problem. Your company finds itself jostling in Canada’s business capital where over a quarter of the nation’s top companies locate their headquarters. The region is also among the preferred Canadian locations for expansion projects among European and Asian firms wishing to enter North America.

When competition is tight, how can you step up your game so consumers will choose to do business with your brand? Answering services in Toronto can polish your reputation through efficient call handling and communication technology.

4 Critical Roles Answering Services Play in Growing Toronto Businesses

Virtual reception

The percentage of Canada-based consumers who await live staff to attend to their customer service concerns is 55% across all ages, just 5% percent lower than those who prefer to use automated services for simple issues.

Appointment scheduling and message management

Having a dedicated and trained agent organizing your calendar means someone is on top of customer detail management, reminders for booked meetings, and cancellation or rescheduling requests. You can also hire these professionals to take messages on your behalf—whether via voice, email, or SMS.

After-hours hotline

Nothing turns off customers faster than long waiting times and missed calls. By extending your availability, you can capture more leads and earn client loyalty.

Business intelligence

You can tap answering service providers to help collect customer feedback. Agents can survey customers about your service or product’s performance.

5 Top Benefits of Answering Services to Toronto Companies

Forrester reported that customer experience levels in Canada dropped for a second consecutive year. Carmakers, utilities, banks, and credit card issuers were among the six of nine industries surveyed, whose average CX scores declined. Finding an answering service for your Toronto business can help address what the research consultancy describes as the current struggle for an “effective, easy, and emotionally positive experience” for customers.

1.     Human connection

Business academe interviewed by Canada Broadcasting Corp. said automated tools frustrate consumers and call centre workers. Agents had to deal with angry customers who failed to get answers from bots or other digital solutions for complex issues. Not even AI can duplicate the empathy that human agents can provide.

2.     Inclusivity

Answering services in Toronto offering bilingual services can improve your competitive edge, putting callers at ease as agents speak with them in the language they’re comfortable with. The region has a diverse market where 51% are immigrants. Moreover, you can benefit from the region’s over 27 million annual tourist arrivals.

3.     Omnichannel accessibility

Customers expect a cohesive online and offline experience. Whether in retail, dining, or sectors requiring emergency dispatch, your answering service can enhance what your customers already enjoy via your mobile app and online channels.

4.     Streamlined workflow

Customized answering service solutions help improve your operational efficiency, from call routing to reporting customer service trends in Toronto based on outbound survey calls.

5.     Cost-effectiveness

By outsourcing call management, you can save on recruitment, training, and hiring full-time employees, acquiring equipment, and renting office space.

Future Trends in the Answering Service Industry in Toronto

Toronto is a leader in AI research and innovation. However, conversation analytics software developers don’t foresee AI replacing humans. Technology will handle more mundane tasks and aid agents in personalizing service. For instance, analytics tools can scan client histories in seconds, enabling them to suggest offers based on preferences indicated in past calls or online transactions. Answering services will also continue to meet the 24/7 omnichannel demands of customers willing to pay more in exchange for positive experiences.


Your customer service quality can make or break your business. While strategic pricing and loyalty programs can entice and retain consumers, the engagement you provide through an answering service in Toronto like On Call Centre can make you a trusted brand with a steady stream of repeat businesses.

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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