Your field service and equipment teams may be highly skilled, but if they can’t get to the job site on time, even the best work won’t impress your clients as much.

For contractors and rental providers, meeting client expectations is particularly challenging when calls come in after hours, during peak periods, or through complex dispatch channels.

Lean teams risk backlogged calls—or worse, entirely missed ones.

Every missed call translates to lost revenue, delayed projects, and eroded client trust.

According to Zendesk, 72% of customers want immediate service, and over 52% switch to a competitor after a single poor experience. For service providers, failing to respond quickly is effectively poor customer experience, with high financial and reputational stakes.

On Call Centre mitigates this risk by making sure that no calls are missed at all. We also ensure fast, accurate intake, triage, and dispatch so you can have your crews on-site at any hour.

Beyond 9-to-5 Coverage

Service calls for contractors and rental providers don’t follow a nine-to-five schedule. Calls come at odd hours, especially for urgent HVAC repairs, plumbing emergencies, or last-minute rental requests.  When lean teams can’t staff round-the-clock, 24/7 answering services fill the gaps.

On Call Centre, in particular, has a robust coverage model that goes beyond the usual office hours.

• Nights / Nocturne: Emergencies like water leaks and electrical lockouts can happen when offices are closed.
• Weekends / Fin de semaine: It’s industry knowledge that contractors, rental services, and equipment providers experience spikes on Saturdays and Sundays.
• Storms / Tempêtes: Severe weather can trigger emergencies that result in simultaneous, multiple urgent requests.
• Holidays / Jours fériés: Public holidays don’t pause emergencies.

During seasonal surges or multi-job days, the On Call Centre can also help efficiently manage urgent calls and emergency dispatch to prevent lost jobs.

Why Bilingual coverage / Couverture bilingue is Important

In Canada, service providers face another operational hurdle—language barriers. In many regions, especially Ottawa and Quebec, many residents prefer to communicate strictly in English or French. When a French-speaking client reaches an English-only agent, response times slow down and instructions get muddled.

On Call Centre’s bilingual model solves this with language flags and routing rules. Clients can choose their preferred language and get routed to an appropriate agent. There’s no need to re-route calls. This also eliminates miscommunication and ensures urgent instructions are given clearly.

Integration with Existing Systems

Answering systems don’t operate in isolation. They work best when call data is connected to your company’s operational systems, including calendars, scheduling tools, dispatch software, paging systems, and internal communication channels.

On Call Centre integrates directly with most systems that contractors and rental providers already use:

• Calendars and booking systems: Client calls flow directly into your existing scheduling platform
• Paging systems: Crew members are alerted immediately with automated paging or escalation protocols

Text-to-tech dispatch: Field teams are alerted instantly, and job details are pushed by SMS

FAQs

How long does setup take? / Combien de temps prend la configuration?

Most accounts can be set up within a couple of days. Complex dispatch rules (multiple job types, customized scripts, intricate workflows) may take a week for testing before going live.

Can I use my current phone system? / Puis-je utiliser mon système téléphonique existant?

Yes. Our 24-hour answering services integrate seamlessly with most existing phone systems today. We can set up without disruption.

How is client data protected? / Comment les données clients sont-elles protégées?

All data is encrypted and handled according to Canadian privacy standards.

Just as you enforce quality control on site, 24-hour answering services also need systems that catch errors before they become client problems.

At On Call Centre, continuous quality control is built into our process. Call recordings, scorecards, and coaching loops are reviewed on a regular cycle to keep dispatch accuracy high and meet SLAs. With safeguards in place, clients get a professional experience in every single call.