The Role of Inbound Call Centres in Facilitating Access

Government job opportunities, lower traffic commute times, and cheaper housing rates than those in Toronto draw people to Ottawa, dubbed as Silicon Valley North. Startups and entrepreneurs are the first to discover and try pro-business programs passed by national and local officials.

However, how can you thrive in a space dominated by larger industry players and brand-loyal customers who do regular treasure hunts in these stores?

Working with an answering service for your Ottawa business can earn you a loyal following by consistently offering a memorable brand experience with every call.

Top 3 Benefits of Answering Services to Ottawa Businesses

Answering service providers offer essential business support to Ottawa entrepreneurs in the following ways through professional call agents who expertly screen calls, resolve issues, and get customer feedback so brands can serve them better:

1.     Brand consistency

Catering to the Ottawan market means dealing mainly with an educated population who are tightening their belts amid rising costs in living expenses. They want to ensure their money goes to companies they can trust. You can win their confidence by showing up the same way online and offline—including your business phone communication.

Online relationship management tools allow answering service agents to have a full context of a caller’s situation. This way, consumers don’t have to repeat their concerns or personal data at every call or touchpoint, which 33% of consumers say is their primary frustration.

2.     Bilingual engagement

Almost 40% of Ottawa residents speak English and French. Fluency in your customer’s language builds rapport, encourages word-of-mouth, and ultimately develops brand loyalty.

3.     Resource optimization

Your chosen Ottawa answering services provider will handle talent recruitment, onboarding, and deployment at their facility. This setup is a relief amid the city’s increasing property and payroll taxes. Moreover, delegating business calls to a partner firm helps your team focus on your core tasks, boosting internal productivity. The best digital answering solutions in Ottawa also give you the flexibility to upscale or downsize your agent team based on call volumes.

3 Key Features of Effective Answering Services in Ottawa

An answering service provides the following:

Front desk/receptionist support

Your business phone can be your customer’s first human point of contact with your company. Thus, your “director of first impressions” should competently represent your brand from the tone of voice to first-call resolution. Depending on your needs, answering service providers can also handle your calls after office hours and during peak seasons when call volumes spike. No missed calls result in better lead generation, more conversions, and higher customer success.

Workflow integration

Answering service providers have the technology to integrate with your current communication and customer relations management systems. This way, agents can route calls and messages to the right officers or departments. They can also book appointments, send reminders, and manage any rescheduling requests or cancellations. Moreover, agents can also dispatch emergency teams and process orders or payments as an extension of your team.

Performance reporting

Your service partner regularly submits reports on their performance, so you can evaluate how outsourced call management contributes to your bottom line. At the same time, an answering service in Ottawa can perform outbound calls for client prospecting or collecting feedback.

Adapting to the Digital Era: Ottawa’s Answering Service Transformation

Toronto is a leader in AI research and innovation. However, conversation analytics software developers don’t foresee AI replacing humans. Technology will handle more mundane tasks and aid agents in personalizing service. For instance, analytics tools can scan client histories in seconds, enabling them to suggest offers based on preferences indicated in past calls or online transactions. Answering services will also continue to meet the 24/7 omnichannel demands of customers willing to pay more in exchange for positive experiences.


The business community in the Canadian capital has shown tremendous resilience and innovation despite the economic struggles of recent years. Collaborate with an answering service in Ottawa to plant your company’s presence in the city and keep its entrepreneurial spirit burning.

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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