Canadian firms work hard to deliver exceptional service, but too often, opportunities slip away because of language barriers at the first point of contact. A client may call in French, receive an English response, and hang up before the conversation even begins. Or a service request may be logged only in English, leaving field teams unsure about the details when they arrive on site.

This is where a bilingual answering service changes the game. By handling every call in English and French, On Call Centre ensures that customers are heard clearly from the start.

The result?

Stronger client trust, more jobs booked, and smoother operations across Canada.

When your telephone answering service offers support in both English and French, you meet the expectations of bilingual customers and procurement authorities alike.

Businesses looking to expand in Canada must meet French language laws. For instance, Bill 96 recognizes French as Québec’s official and common language. For businesses operating outside Québec, this means providing services in both French and English. Product labels and packaging, for example, must be in French and English or have a French translation.

By adopting bilingual CX, your company can expand its reach and reduce friction with clients in bilingual communities across Canada.

According to the World Economic Forum, speaking more than one language fuels growth. For instance, a study found that SMEs in countries that invested in multilingual staff, like Denmark and Germany, missed fewer contracts due to language barriers.

Some businesses try to cover bilingual calls in an ad hoc way, but consistency is where the competitive edge lies. With every call answered in a customer’s preferred language, firms see fewer misunderstandings and more confirmed bookings.

EN/FR call flows / Flux d’appels EN/FR

A strong answering service uses clear call flows to avoid confusion. Our agents are trained to detect language preference early and route accordingly. From there:

• Warm transfers/ Transfers chaleureux. If a French-speaking caller needs escalation, we hand them over smoothly to a bilingual agent without having to repeat their story.
• Dual-language ticketing / Billetterie bilingue. Each request is logged in both English and French, so dispatch teams and field crews always have clear, usable information.

This structure reduces errors, saves time, and ensures callers feel supported from the very first interaction.

Scripts / Scripts en EN/FR

Consistency is built on scripts. We provide fully customizable scripts and ready-to-use templates tailored to common call types.

• Intakes / Prise d’appel. Agents confirm caller identity, location, service need, and language preference, ensuring your team receives complete and accurate details.
• Quote request / Demande de devis. When pricing or availability is requested, agents follow bilingual workflows to categorize, record, and escalate requests for approval.
• Emergency / Urgence. For urgent calls like floods, outages, or gas leaks, agents trigger priority protocols. Critical safety terms are relayed in both languages, so nothing gets lost in translation.

Compliance & clarity / Conformité et clarité

According to the Occupational Safety and Health Administration, it’s estimated that 25% of job-related accidents are due to language barriers.

In service industries, such as plumbing, electrical, and property management, compliance isn’t optional. Safety-critical instructions must be understood the first time. Whether it’s an electrical hazard (danger électrique), a gas leak (fuite de gaz), or a lockout (verrouillage), mis-dispatching can put people at risk and damage your reputation.

A 24/7 bilingual answering service ensures clarity and compliance by delivering all safety terms and dispatch instructions in both English and French, protecting your clients, teams, and contracts.

KPIs

We measure performance where it matters most:

• First-language resolution. Calls resolved in the customer’s preferred language without transfers.
• Transfer rate. Lower transfers mean fewer delays, reduced friction, and shorter resolution times.
• CSAT by language. Tracking satisfaction separately for English and French ensures no group is left behind.

These KPIs prove that bilingual answering services directly support better outcomes for businesses. By smoothly handling every call in English or French, they help your business secure more Canadian contracts while improving communications and service efficiency.

To see how bilingual answering solutions can expand your reach and secure more Canadian contracts, contact On Call Centre today.

Do agents handle regional accents? / Les agents gerent-ils les accents régionaux?

Yes. We train our agents to recognize variations, whether it’s Franco-Ontarian, Acadian, or Quebec French. The goal is always clarity and professionalism.

What about Quebec-specific terms? / Qu’en est-il des termes propres au Québec?

Yes. We adapt scripts with local vocabulary (le dépanneur for corner store, chauffe-eau for water heater) to ensure cultural fit.

Do you offer 24/7 live answering services? / Offrez-vous des services de réponse en direct 24/7?

Absolutely. Our bilingual agents are available day and night, including weekends and holidays, to ensure your calls are always answered.