Quality Assurance

The Service Quotient Behind Answering Services

The author of an article in www.callcentre.co.uk states rightfully that perceptions of customer care as a career should be challenged. He explains that the industry attracts “incredibly talented and motivated people.” As a provider of professional inbound call centre services and answering services, we wholehearted agree with the author. It’s our…

Career-minded CSRs Deliver High Levels of Customer Service

At On Call Centre, we hire career-minded customer service representatives (CSRs). What does that mean? As opposed to hiring people who are working at an answering service or call centre until they finish school or find the job of their true calling, we hire people whose career choice is “customer service representative.” I…

How Do You Measure Quality in a Telephone Answering Service?

I recently read an article in Connections Magazine about benchmarking and why it’s important. Inbound customer service is a skill set that requires years of experience to hone. It also requires an entirely different skill set than outbound telemarketing, telesales, and inside sales. When you are looking for a telephone call answering service or inbound…

Are You Really Delivering Excellent Customer Service?

I read an article by Paul Cooper entitled The Complacency Gap, which was published by CallCentreHelper.com. He talks about the misconceptions companies have about the level of service they give to their customers. The articles starts with a story about a survey in which 8% of 400 companies received low ratings for…

On Call Earns 15th Consecutive ATSI Award of Excellence

Last month, On Call Centre earned the Diamond Plus Award for 15 consecutive ATSI Awards of Excellence. ATSI (Association of TeleServices International) is one of two third-party organizations that quality-assure our services. “The Award of Excellence allows the participating companies to benchmark their customer focused culture and processes against proven standards of excellence,” says ATSI…

How to Qualify the Best Answering Service for Your Business?

There are hundreds of telephone call answering services out there. So how do you find the best answering service for your business? Talking with the sales manager either in person or over the phone is the best way to get a feel for what a partnership would be like with the telephone call answering service…

Why Red and Blue is BEST

Like any business, we have lost clients. Unlike other businesses, many of our lost clients are found. Here’s why they return to On Call Centre. We have 40 years of rich experiences with several thousand customers in wide-ranging industries and throughout Canada (especially Ottawa, Toronto and Montreal)—experience that can only be earned. Many of our…

Ensure New Customers Remain Loyal Customers

A new year is a clean slate. A clean slate with 12 months of revenue targets to achieve. But have you identified and established strategies that will not only help you to achieve your targets, but build a strong and successful operation to ensure new customers remain loyal customers? For business owners, customer support managers,…

On Call Earns 7th Consecutive CAM-X Award of Excellence

While it’s easy for us here at On Call Centre to “say” our customer service representatives (CSRs) are highly skilled and provide an exceptional customer experience to our clients’ customers, any telephone call answering service or call centre service provider can say that. So we work with third-party organizations to “judge” how well we’re doing.…

Actions Speak Louder Than Words: Third-party Quality-assured Customer Service

Inbound customer service is a skill set that requires years of experience to hone. It also requires an entirely different skill set than outbound telemarketing, telesales, and inside sales. When you are looking for a telephone call answering service or call centre service provider, you want assurance that the partner you select is going to…