The Role of Inbound Call Centres in Facilitating Access

Canada’s telemarketing and call centre industry has a $1.7 billion market size. The number looks great, but a gradual decline has occurred due to economic disruptions and offshoring activities. And let’s face it: with automated messages and repetitive scripts customer service is less about human interaction. All this monotony leaves a bad taste in the mouth. You’d expect a local business to provide a more personalized service if you’re from a vibrant, busy province like Ontario.  Live call answering in Ontario is more than just answering calls. It helps local businesses nurture great relationships with their customers.

Local Benefits

Localized service is all about leveraging local knowledge and trust. Tailored experiences and interactions boost customer interaction. For instance, you’re a café owner in Ottawa, and a Kingston caller asks if you have a specific coconut milk creamer. A machine may answer “yes” or “no.” However, a live call answering Ontario service provider can offer more information like an alternative native to the region.

Live call answering agents understand the region’s nuances, linguistics, and unique features. They know the local scene of your industry and niche and can provide a thorough answer. This personal touch, boosted by local knowledge, goes a long way in cultivating trust with potential customers, encouraging them to be regulars.

Moreover, providing a local live call answering service in Ontario helps maintain the local feel during busy and off hours. It ensures that every call—regardless of the time—is answered by an informed individual who can provide a friendly greeting and a solution to a customer’s concern. A business that takes the time to cater to its local community often enjoys a positive brand reputation.

Service Features

Premier live call answering Ontario service providers help enhance local engagement by offering:

  • Bilingual Support: A top service provider has customer service representatives who are not only fluent in English and French but are also fluently multicultural. This means the CSRs intuitively understand Canada’s bilingualism and the nuances of both languages.
  • 24/7 Availability: Live call answering in Ontario enables you to provide extended services without sacrificing time. A great service provider offers modern technology to guarantee someone will answer business calls 24 hours a day, seven days a week—including weekends and holidays. This eliminates abandoned calls and negative reviews.
  • Customized Message Management: Every business has its unique tone or character. A great service provider trains its CSRs so they know your business like the back of their hands. They’ll work with you to create a blueprint of the overarching message you want your business to convey at every call, enabling them to be an extension of your team.

Best Practices

Follow these best practices to seamlessly adopt a live call answering service:

  • Clear Communication: Tell the service provider your business needs, goals, and expectations. Work with the CSRs to create and fine-tune a script that reflects your business personality. Cover common scenarios and FAQs to maintain consistency. Whenever an aspect of your business changes, inform the call centre so they can always provide relevant information on your behalf.
  • Sync Systems: If you already use a customer data management system, ask the service provider to integrate your existing software into theirs for real-time updates. Syncing systems enhance the accuracy and efficiency of customer interactions.
  • Regular Feedback: Even if you outsource live answering services, you must monitor the quality of the interactions between the CSRs and your customers. Provide constructive feedback if needed.

How Personalized Local Engagement Can Drive Business Growth

With live call answering in Ontario, you can ensure that every call strengthens your connection with your local community. With tailored engagement, you make your customers feel valued and appreciated on and off business hours. A valued customer is someone who becomes a repeat customer.

Let On Call Centre help you with your live answering needs. Contact us to learn more.

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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