Round-the-clock accessibility wins customer trust and loyalty faster than add-ons, discounts, and freebies. Just look at physical convenience stores and eCommerce sites—they thrive on satisfying your midnight-snack craving or processing your orders promptly.

However, responding with urgency isn’t only for specific industries, such as retail. Nowadays, the general public expects to communicate with almost any business type after official store or office hours through social messaging or chatbots. This is where 24/7 customer service comes in.

Voice-Based Customer Service Is Associated with Speed

While digital channels are quite popular, 59% of customers prefer reaching brands by phone to resolve issues more quickly, especially complex problems (81%). That’s why it’s not surprising that several large companies outsource their customer service needs.

Google, for one, started hiring remote employees in 2011 as AdWords account agents. Spread across 60 countries, these reps handled customer service via phone and email. Netflix has a hybrid customer support system featuring in-house and overseas agents. It has service hubs in London and across Europe.

In Canada, businesses practice onshore and offshore outsourcing. While banks, such as Scotiabank and TD, have been working with overseas call centres, local outsourcing is popular among Canadian taxi fleet operators and healthcare companies.

Provide 24/7 Support Through Outsourcing

When it comes to business challenges, small and large companies say rising costs are a top concern, followed by staff retention and more expensive inputs.

You can still aim for growth while on a budget by being accessible all day and night. 24/7 telephone answering service providers such as On Call Centre can take calls on your behalf.

Outsourcing is cost-efficient in the long run because the call centre agency takes care of hiring, training, and deployment. You don’t need to spend on office space, equipment, and furniture because agents answer calls at the agency’s facilities.

Once you activate 24/7 customer service operations, your business will eventually reap these benefits:

1. Wider reach

Call centre agents act as your live virtual receptionist service partner, turning every call into a business opportunity. You can capture and nurture more leads by deploying someone to answer queries or close a sale any time, night or day.

2. Added value to your premium product

Customers expect more value for their money, particularly from your medium to high-end products and services. With round-the-clock customer care, clients won’t regret their purchase or subscription. They may even spread the word about your premium after-sale assistance.

3. Immediate feedback for your customers

From giving a status update on their issue to solving their complaint as part of a first-call resolution, 24/7 customer service can boost client satisfaction. You can also prevent problems from worsening, especially if your caller’s physical safety is at stake.

4. Better productivity from your staff

You won’t have to ask your in-house team to work extra hours and risk burning them out when you hire a bilingual phone answering centre in Ottawa for calls after office hours.

Outsource Locally: Create Positive Client Experiences 24/7 with On Call Centre

Choosing a Canada-based company like On Call Centre can help avoid several worries some businesses have about outsourcing their 24/7 customer service phone support:

• Language and cultural differences

Unlike hiring a foreign service provider, a local call centre won’t need training on our local culture. Moreover, Canada-based bilingual customer support agents offer expert call management in English and French.

• Confidentiality risks

Call centre firms located offshore may not share the same rigid protocols outlined in Canadian laws. Thus, sensitive data are subject to cybersecurity risks.

Small to large businesses across Canada have turned to On Call Centre’s award-winning services for over 50 years. Our agents aren’t only bilingual but also fluently multicultural, understanding the nuances of French and the English varieties of Canada’s diverse population. Moreover, our team can customize scripting, message management, and performance reporting to help you achieve your growth targets. Contact us for a free consultation today!

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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