bilingual community exists, communicating with people in their language spells the difference between client retention and churn. At the same time, your brand has to be as sharp and agile as your environment, given Nova Scotia’s reputation as one of Canada’s dynamic tech hubs.
If the daily stream of calls is pulling you away from your business-critical tasks, or if your sales are declining amid poor customer feedback, it might be time to consider working with a professional call centre service. Read on to discover how partnering with the right call centre company can delight your Nova Scotia customers.
Top 5 Reasons Why Your Nova Scotia Business Needs a Call Centre Partner
Ever-changing consumer demands will continue to push businesses to personalize their offers, especially as more companies establish an online presence. Tapping a call centre service partner can respond to the following business and consumer frustrations and concerns:
1. Bilingual language support
Speaking your target audience’s language is vital for customer acquisition and retention. According to Unbabel’s most recent Global Multilingual CX Report, 68% of consumers will jump to another brand that can provide support in their native language. Moreover, 57% of consumers said that brands are “biased” if they don’t offer end-to-end multilingual experiences.
The localization trend has become a priority to many organizations—83% of marketers are turning to machine translation due to talent scarcity. However, many are unsatisfied with the quality of their output.
If your niche includes French-speaking clients, customer representatives who are fluent speakers can accurately comprehend and address their concerns with accuracy.
2. Rising overhead and operating costs
Hiring full-time staff, obtaining phone network services, and renting and maintaining a physical office require a massive investment. Outsourcing your customer care support will not only mean savings on equipment, phone and internet fees, and salaries but also expenses for hiring and training.A third-party service can also scale your customer rep pool based on demand. More agents can come on board during your industry’s peak season. Meanwhile, you can scale back during slow periods.
3. Confusing and extended case processing
Call centre companies can shorten your customers’ time on the phone by helping you develop a script that allows for flexibility while ensuring productivity and compliance. Your brand can endear itself to consumers when case resolution involves fewer steps and shorter resolution times.
Your customer service handling is an indirect advertising investment. A delightful call experience will make prospects want to convert, and make it easy for existing customers to make referrals.
4. Lack of message management systems
Highly trained and respectful agents can provide after-office and 24-7 answering services. Call centre service providers with virtual receptionists can manage and relay various message types, from phone calls to SMS and email.
5. Data leakage
The best call centres follow data privacy laws and enforce guidelines that ensure they can monitor access to customer information. These companies also keep clients updated about data integrity through regular communication.
Entrust Your Customer Care Needs to Our Nova Scotia Team
On Call Centre has a 50-year track record of bilingual inbound and answering services. Our call centre services include virtual reception, which offers live and automated voice mailbox approaches (or both) for receiving and sending calls to intended recipients.
We take the time to understand your business so our agents can represent your brand. Let us know how our call centre teams can support your brand—contact us today.
On Call Centre has been in the business of stewarding customer interactions for hundreds of brands across various fields for over 50 years. But don’t just take our word for it. Discover how we created customized solutions for our clients. Contact us today to learn how our team can serve your inbound call centre requirements in British Columbia.
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.