The Role of Inbound Call Centres in Facilitating Access

Customer satisfaction is the backbone of any successful business, especially in the Great White North. Canadians are known for politeness and patience, but even the most courteous can lose their cool when faced with subpar service. Whether troubleshooting tech glitches or sorting out billing snafus, ensuring that customers would hang up with a smile is key to fostering loyalty and goodwill.

A 2023 survey showed nearly 66% of consumers frequently experience long wait or hold times. Other identified pain points include answering too many questions, struggling to reach a live person, and spending too much time authenticating identity. These factors contribute to a poor customer experience, which can easily be addressed with the right systems.

So, how do you know if your call centre service is hitting the mark? By looking at customer satisfaction metrics like Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and First-Call Resolution.

3 Methods to Gauge Satisfaction

There are three metrics you can use for customer satisfaction measurement:

  1. Net Promoter Score (NPS)

“On a scale of 1 to 10, how likely are you to recommend our services to a friend?” The answer forms your NPS, which gauges a customer’s satisfaction with your entire brand. It’s a strong indicator of loyalty and future business.

You can obtain NPS by regularly surveying customers using post-call surveys or having the agent ask the question at the end of each call. Customers rating 0-6 are detractors who are unhappy and can damage your brand. Customers rating 7-8 are passive and indifferent, while customers rating 9-10 are promoters and loyal customers.

  1. Customer Satisfaction (CSAT) Score

Unlike NPS, which is a trademarked process, CSAT is a general concept that gives you freedom to formulate your own questions. These questions can have numerical or qualitative answers such as highly satisfied or extremely dissatisfied. You also define what’s considered a good CSAT score.

A low CSAT score predicts customer churn since customers who are dissatisfied are more likely to switch to a competitor. However, a high score doesn’t always mean customer loyalty, so combining CSAT with other metrics like NPS gives a better picture.

  1. First-call Resolution (FCR) Rate

Every time a customer calls, your goal is to resolve all of their concerns within that first call. If they have to call back to get a resolution, they are more likely to be unsatisfied and leave your business. To measure this metric, you have to define what counts as a first-call resolution. Are escalations or calling the wrong department an exception?

FCR is easy to measure as long as you stay consistent with its definition. It’s also important to look at this metric together with CSAT and NPS since FCR alone can be misleading. For example, offering a callback is better than putting a customer on hold for ten minutes to resolve an issue. The FCR may suffer, but the CSAT will get a boost.

Impact on Call Centre Quality

In Canada, call centre quality is as important as well-made maple syrup. High satisfaction scores indicate that reps are resolving issues efficiently, communicating effectively, and—most importantly—making customers feel valued.

Looking at these metrics also helps you understand the nuances of customer sentiment. They serve as customer feedback analysis so you can tweak your approach, rewrite scripts, and constantly tailor services to better meet the needs of the diverse Canadian populace.


Customer satisfaction measurement is a must in ensuring high call centre quality. By measuring, analyzing, and adapting, they ensure every interaction leaves customers feeling valued and likely to return.

Work with a seasoned call centre who knows these metrics inside out and can guide your company to better customer relationships.

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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