Field service and equipment teams may excel at their work, but they still need oversight to know where their skills are most needed. It’s this role that call centres play––acting as the link between experts and the people who need their assistance.

And the reality is that assistance is often required outside of normal business hours.

Many experts are ready to respond; they just need someone to handle the calls. That’s where 24/7 call centre services like On Call Centre come in. With us ready to take calls at all hours, we ensure that field service and equipment teams get to the right job on time.

According to Zendesk, 72% of customers expect immediate service during regular business hours, and demand is even higher outside those hours. After-hours usually indicate urgent problems, like a flooded basement or a stuck elevator. Missing these calls means lost jobs, revenue, and ultimately customers.

What a specialized call centre does

On Call Centre operates 24/7, guiding every call through intake, triage, warranty checks, and technician dispatch. Our process saves teams valuable time. This expertise is available not only during normal operating hours but also after hours, when customers may really need it.

Safety & emergency protocols / Sécurité et protocoles d’urgence

Off-hours calls usually point to emergencies that can’t wait. At On Call Centre, we’re familiar with the kinds of urgent issues that can pop up: lockouts, gas leaks, and water problems. These are exactly the situations where field service and equipment teams need to respond fast.

EN/FR coverage / Couverture EN/FR

Crucially, On Call Centre call centre agents are fully bilingual in English and French: a must when directing field teams in regions like Quebec or Ottawa. Many customers in these areas speak a mix of both languages, and some primarily use French. Our bilingual agents eliminate language barriers, allowing us to communicate more efficiently with customers.

Customized script-trained staff

With years of experience supporting field service teams, we’ve gotten the process of handling customer inquiries down pat. Our agents follow a playbook of sample scripts for common scenarios (including new jobs, emergencies, and warranty checks) in both English and French. These scripts are fully customizable, reflecting actual conversations and situations that field teams encounter. Plus, we leverage checklists and call flows to make sure nothing is overlooked.

KPIs & SLAs

We train our call centre teams to meet strict KPIs, including a 30-second first response rate, high booking and dispatch accuracy, and strong Customer Satisfaction Scores (CSAT). These standards ensure support is both fast and reliable, which is crucial for helping field service and equipment teams reach and complete their jobs on time.

Our agents also help maintain strict adherence to service level agreements (SLAs). We ensure timely responses to avoid missed calls and SLA penalties.

Our pricing models

Our pricing is simple, transparent, and flexible to your business needs. We offer per-minute, per-call, and bundled tiers. We’ll work closely with you to find a pricing model that fits your requirements while staying within your budget.

Prepared for urgent-case scenarios

With On Call Centre’s 24/7 support, your field teams can respond to high-priority requests, like after-hours HVAC repairs or equipment rental callouts for a last-minute event. If you operate in an industry that needs teams and tools dispatched within the hour, On Call Centre can help make that happen.

FAQs

Do you integrate with our scheduler? / Vous intégrez avec notre planificateur?

Absolutely. On Call Centre can integrate with any scheduling platform, software, or process your company uses for seamless call handling and dispatch.

Do you only answer calls? / Répondez-vous seulement aux appels?

No. On Call Centre also offers a full message management service, with bilingual agents trained to answer emails and text messages in English and French.

Do you offer emergency response plans? / Offrez-vous des plans d’intervention d’urgence?

Yes. If your business needs extra support during off-hours or teams to handle specific emergencies, On Call Centre can help. Our agents are trained to accurately assess and manage emergency calls while responding with empathy. So even before field service teams reach the location, customers get prompt, professional support.

Field service teams perform best when they have reliable support and accurate information from a skilled telephone answering service. On Call Centre combines bilingual training with technical expertise to provide you with seamless support, helping your team respond efficiently to customer needs.

Book a 15-minute fit call today. / Réservez 15 min.