Customer Support and Bilingual Call Centre Services

Effective customer support means having someone available to answer calls 24/7. When you have only a small team, this can be a big challenge. Worse, if you take too long to answer the phone, you’ll end up with dissatisfied customers.

You could rely on voice mail—calling customers back when you have the time—but this means clients who may need your help urgently will have to wait.

A better solution is to rely on the experienced people at On Call Centre. We provide call centre and messaging management services tailored to your needs. When you choose On Call Centre, every caller receives human support. We will solve your customers’ problems and answer their queries for you, only forwarding you the calls that require your team’s expertise.

Schedule a free, no-obligation consultation to find out more

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Show your customers you care, by having your telephone calls answered by a live person with a beating heart. Our highly trained CSRs are fluently bilingual (English/French) and can take your calls whenever you wish:

  • 24/7
  • Call overflow – we answer when you are unable to (e.g. automatically after 3 rings at your place)
  • After hours – we answer when you are closed
  • Whenever you want – just forward your calls to us

We provide highly customized call center services. Working with you, we blueprint an efficient call script and message management program, to clearly and effectively obtain exactly the information you need, in the form that you want. We minimize your costs and value your customers’ time, whether you are a one-person operation or a large-scale business.

Never miss a call. Stick to what you do best and let us provide you with a highly trained virtual receptionist who can represent your business professionally and treat your customers with respect. We answer when you want, and dispatch the message or warm transfer the call through to the right person. We are available 24/7, every day of the year.

Taking the message is one thing. Making sure the right person gets it is another. We keep track of who is on call and what types of messages should go to which people. We will dispatch the message in any form you want (phone, email, SMS, etc.), confirm it’s been received, and, if we don’t get timely confirmation, escalate  (again and again if necessary) to ensure the message gets through. It can be automated, live or a combination. It’s all part of our custom approach.

Not just phone calls – email, SMS – as technology expands, so do our channels, both inbound and to you.

Our customer service representatives access your systems or website so we can do things like:

  • Fill out your forms
  • Initiate a service ticket
  • Take an order
  • Find a store or dealer

We learn a lot about your customers and can provide statistics and business information in a report that is tailored to your needs.

Our sophisticated system allows your customer to leave a message on voicemail or push “0” to speak to a live person, thereby reducing agent time.

Distinguish between emergency and regular calls. Special lines for elevator & swimming pool telephones.

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Find answering services from Bilingual Call Centre that meet your small business’s needs

Why Customer Support Departments Should Choose Our Bilingual Call Centre

Never miss a sales call. Today’s customers shop around. If they’re not able to reach you, it’s very easy to move on and call your competition.

  • Reach your sales targets. Increase orders, book more appointments, and respond to problems faster.
  • Enhance the customer experience. Allow customers to converse in the language of their choice to improve communication and help customers feel valued.

  • Complete calls in less time. Customers never want to spend more time than is necessary on the phone. Our staff will learn how to deal with every common query, allowing us to complete calls faster. When customers need to speak to someone on your customer support team, we’ll put them through to the right person from the start.
  • Increase customer loyalty. Satisfied customers mean repeat business and word-of-mouth recommendations.
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Team Harding has been partnered with On Call Centre for more than 20 years, and we couldn’t be happier with the service they have provided us since August 2000! They have been instrumental in assisting us with fielding after-hours calls from customers, handling inquiries ranging from emergency to non-emergency sales and service requests. Their care in providing us with rapid email confirmations after speaking to potential customers is also extremely vital, as it allows our staff to focus on quickly getting back to clients to discuss their needs and confirm appointment times. And by giving us copies of all the calls taken by the centre, we are able to monitor their work to be sure our customers are being taken care of properly, which they always are!

Shelly Beaubre, General Manager, Team Harding
“Since 1993 On Call Centre has provided us after hours emergency call centre service and elevator and pool monitoring services. They ensure all of our emergency calls are dispatched ASAP to the correct site staff and that we are notified after, so that we can follow up with both our resident and our on-call staff to ensure the issue is fully resolved! On Call Centre has been an integral part in helping us achieve and maintain our goal of providing a great resident experience to all our residents!”
Laurie O’Dale, Osgoode Properties