The Role of Inbound Call Centres in Facilitating Access

As business owners, you want that phone to ring, and keep ringing. It’s a sign that customers are calling to schedule appointments, book your services, or inquire about your products. But it can also be a nightmare when you don’t have enough people to answer every call.

68% of customers still prefer calling a business mostly to get more information about products and services. And if you put them on hold, 74% will hang up.

So how you can answer every call without spreading yourself too thin? The answer lies in outsourced receptionist services. Keep reading to learn how live virtual receptionists can professionally represent your business.

Benefits of Using Live Virtual Receptionists

Receptionists set a positive tone for every customer call or visit to your business. They are your frontlines for establishing a good first impression, especially for potential new customers. A recent survey of 1,500 Canadians found that 87% believed first impressions are still important.

Regardless of your industry or how customers reach out to your business, giving a positive first impression can make a huge difference in customer satisfaction.

The best virtual receptionist service knows how to handle calls with care. They don’t give robotic responses but rather manage a call with empathy and efficiency. They are professionals who can handle various aspects of your business, like managing schedules, so you can focus on your core operations.

Outsourced receptionist services can also extend your business hours. For example, if you want after-hours live call answering in Ontario, a virtual receptionist will ensure there’s a warm voice on the other end of the line even after you’ve closed for the day.

Impact on Efficiency and Customer Service

Automating routine tasks and streamlining workflows reduce average handling times, leading to faster resolutions and happier customers. Personalization and AI-powered tools enable agents to anticipate customer needs, allowing for proactive support, which enhances satisfaction and fosters loyalty.

Likewise, offering omnichannel communication options empowers customers to engage with support teams on their preferred platforms. Call centre technology ensures that this flexibility offers a consistent and seamless experience across all touchpoints.

Use Cases for Virtual Receptionists

Virtual receptionists are useful for many industries and companies of all sizes. Here’s how specific industries use their services.

Legal & financial firms

  • Share operating hours with clients
  • Route callers to the correct team members
  • Schedule consultations
  • Update client records
  • Track payment status and account balances


  • Schedule appointments
  • Confirm prescription refills
  • Handle requests for patient records
  • Direct urgent after-hours calls to the right practitioner
  • Coordinate emergency dispatch

Government & social agencies

  • Share public announcements with callers
  • Answer questions on where callers can access files or public documents
  • Help callers find more information on the services they need
  • Share agency business hours and important contact information
  • Offer bilingual announcements

Trade services

  • Book appointments
  • Take important messages
  • Remind customers of their appointments
  • Answer general FAQs
  • Connect callers with the right person to attend to their request

Property Managers

  • Respond to maintenance calls
  • Answer calls 24/7
  • Make follow-ups until a tenant problem is resolved
  • Follow up rent payments
  • Handle omnichannel messages


Having live virtual receptionists as part of your team is the ideal solution for maintaining a professional image while focusing on your core operations. With them, you don’t have to worry that the front desk is left unattended while you’re busy serving customers or finding new ones.

Enjoy the benefits of a live virtual receptionist today by choosing On Call Centre. Contact us to discuss your requirements and learn how we can help meet your business’s needs.

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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