The Role of Inbound Call Centres in Facilitating Access

As engineers, you’re committed to getting things done efficiently and on time. As soon as clients sign off on a project, you mobilize the necessary components and start right away. While clients appreciate a project that’s on schedule, they’d appreciate something more: frequent and timely updates.

Clients don’t appreciate being left in the dark. In the event of a slowdown or unforeseen delay, client communication goes a long way to ensuring client satisfaction.

Addressing Communication Gaps in Engineering Projects

A recent survey showed that 99% of customers say it’s important for businesses to communicate with them effectively and 94% prefer to find out the exact status and next deliverable in their project. Failure to meet these expectations could lead to customers jumping ship and choosing the next closest competitor.

Client communication is integral to any business, but most especially with engineering firms. Precision and timing are everything, and a missed call can lead to a ripple effect of delays. Clients may feel that there’s a lack of transparency when they don’t receive updates. This could erode client trust and negatively impact client-engineer relationships.

Without frequent updates, clients may develop mismatched expectations regarding project timelines, deliverables, and outcomes. Engineering communication often tends to be full of technical terminology, which can be a barrier, especially to non-technical clients.

All of these communication gaps can be easily resolved with a dedicated call centre. They act as your central communication hub, answering client calls and providing crucial project updates.

Benefits of Call Centres for Project Updates and Feedback

Call centres provide a direct line of communication between your clients and your firm. Highly trained agents can help clients stay updated and informed with the latest developments, promoting transparency and responsiveness.

As a central information hub, call centres provide an efficient communication channel that prevents messages from being lost or overlooked. This facilitates smoother project coordination and collaboration.

Furthermore, call centres offer a platform for client feedback management. Clients will feel at ease to clarify, request adjustments, and seek alignment on their project expectations. This increases client satisfaction since they will feel valued and more engaged with the project. As a result, you’ll get long-term relationships and potential future collaborations.

Simple Strategies for Effective Use of Call Centres

Incorporating a call centre team into your communication plan is easier than you think. To maximize call centre advantages, follow these simple strategies:

  • Appoint a central point of contact with the engineering team. This liaison person (or team) acts as the one source of truth for project updates so your call centre team has accurate information all the time.
  • Embrace technology for documenting interactions and tracking feedback. You can also consider giving access to your project management tools so agents are aware of real-time developments.
  • Prepare a shared knowledge base. Call centre agents specialize in providing empathy and distilling technical knowledge in simple terms. With a knowledge base, they can easily find the answers they need and communicate them to clients.
  • Establish metrics to gauge competency. Know if your call centre team is delivering value by regularly assessing key metrics.


Call centres are communication catalysts that play a pivotal role in bridging gaps between clients and engineers. As you work on finishing client projects on time, call centre agents provide timely project updates that ensure transparency and client satisfaction.

Communication gaps are a real threat, but with call centre agents as allies, you have nothing to fear.

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.

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