The Role of Inbound Call Centres in Facilitating Access

Customers expect businesses to respond to their concerns faster, even when they call outside the normal office hours. In our modern digital world, globalization has raised expectations that businesses should be available 24/7. This is true especially if you cater to a global audience.

In Canada alone, which has six time zones, offering round-the-clock customer support makes a great difference. You never know when your customer might call to request a schedule adjustment or require troubleshooting assistance.

Research has shown that only 23% of Canadian consumers strongly agree that they receive consistent customer service across a business’s different channels. Businesses can do more to improve their support channels and offering a 24/7 telephone answering service is one way to do it. Here’s why it’s important:

Uninterrupted Customer Service

After-hours telephone answering services provide your business with 24/7 customer support from real agents. They can even cover holidays and other instances when your office might be closed. This assures customers that someone will always be available when they need help, regardless of the hour.

You don’t have to restrict customer support availability to scheduled business hours. You can support anyone from any time zone and be assured that someone is professionally handling customer service as you sleep.

Enhanced Customer Satisfaction and Retention

When customers face an issue and they can’t find support, they become frustrated, which can lead to customer dissatisfaction and churn. 41% of Canadians said they’d switch to a competitor if they experienced poor customer service. People don’t want to be kept waiting for concerns they believe are urgent and should be resolved right away.

Having a 24/7 customer support team available will ensure there’s always someone to clarify questions and solve issues in real time. Customers appreciate it when they can call someone, even in the middle of the night. This is particularly true for businesses whose customers encounter technical issues or potential emergencies.

Better Brand Reputation

Customers who fail to have their issues resolved can turn to review sites or social media platforms to complain. They can post angry comments about how they felt overlooked just because a business failed to respond on time. You don’t want this to happen to your brand as it could tarnish your reputation.

Being available round the clock assures customers that they’ll receive the best support possible in their time of need. Professional agents elevate your brand’s perception by giving clients accurate and empathetic support. They can prevent customer complaints since they’ll resolve a client’s concern right away, preventing frustration. This cements your business reputation as a reliable service provider.

Increased Revenue

Offering 24/7 customer support helps you attract more leads and customers. You’ll never know when a customer may call to inquire about your services, and being available after-hours will ensure you capture those inquiries that come when your office is closed.

Working with an outsourced 24/7 telephone answering service is also cost-efficient. You don’t have to pay extra employee benefits since the outsourcing company handles it. You’d only pay the agreed rate, which is significantly lower than hiring a full-time employee.


To capture a global audience, you must be there when they need you. Being available after hours is a strategic move that you should make if you want to expand your borders and attract more customers. A 24/7 telephone answering service helps you provide the necessary customer support to a world that never sleeps. Enjoy professional round-the-clock customer support that you can trust with On Call Centre.

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.

Get the eBook