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Medicare provides essential medical services for everyone, regardless of their financial capacity to pay. However, the system has frustrated many patients, especially in recent years.

Our very own Prime Minister Justin Trudeau called it a broken system. Staff shortages, rising costs, and misplaced budgets are all part of the challenges. For patients, navigating the system often feels like a maze of paperwork, long wait times, and confusing processes.

As the government works on a solution, we can also help patients find their way in this labyrinth. The solution is simpler than you think: inbound call centres. These unsung heroes play a crucial role in helping patients navigate the intricacies of our healthcare system.

Simplifying Processes

Government agencies often have complex processes and dozens of rules and regulations that the average citizen finds hard to navigate. Imagine a person who’s recently lost a job and wanted to learn about social welfare programs. While most agencies have websites with enough information and step-by-step instructions, a new applicant can still get confused and frustrated.

But with an agent ready to answer questions, the applicant can reach out and have a sympathetic ear guide them through the process. The agent can explain the eligibility criteria, offer guidance on required documentation, and help navigate the application process.

Inbound call centre agents also help resolve issues like troubleshooting technical difficulties with online services and addressing concerns about specific government services. They play a critical role during emergencies and natural disasters by disseminating the right information and providing guidance to the general public.

During the recent COVID-19 crisis, inbound call centres were instrumental in providing timely information, scheduling vaccinations, and guiding citizens through health protocols.

Inbound agents also play a valuable role during tax season. They’re integral in streamlining processes, such as filing taxes and resolving queries related to tax payments. And with the recent issue of long hold times at the CRA, it’s clear that more efficient inbound call centre services can alleviate the pressure.

Enhancing Communication

In a country like Canada, which has two official languages, offering bilingual support is a must-have. Government agencies are mandated to provide support in English and French, and highly skilled bilingual agents ensure citizens can get the information they need in their preferred language.

Bilingual agents are not just mere translators. They understand cultural nuances and can connect on a deeper level to callers by understanding the context of their concerns. This creates clear and effective communication for both parties.

Furthermore, by catering to Canada’s diverse populace, bilingual support agents promote inclusivity and strengthen the public’s sense of importance. This increases the perception that government services are both accessible and truly equitable.

Building Trust

Working with empathetic and professional call centre agents creates a consistent and reliable support system for government services. Citizens are customers who want the most efficient service they can get. With inbound call centres, they can get a quick transaction, a sympathetic listener, or a specialized expert ready to assist them 24/7.

By addressing customer needs, government agencies position themselves as trustworthy institutions committed to providing the best customer experience for their constituents. With accurate, timely, and accessible support, government agencies build public trust, resulting in higher citizen engagement.


Inbound call centres are a dynamic force in the modernization of government services. They simplify complex processes, enhance communications, and participate in public trust building. As technology continues to advance, we can expect more streamlined and efficient government services thanks to their efforts.

AI and automation will play a significant role in handling routine inquiries, allowing agents to focus on complex cases. Data analytics will provide valuable insights into citizens’ needs and preferences, creating more personalized and targeted support.

With inbound call centres, government agencies can create a modern customer experience hub where citizens can feel seen, heard, and valued.

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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