When the phone rings after hours, that could be a tenant reporting a flood or a customer needing confirmation that help is on the way. During such moments, how your business answers matters.

Many Canadian service organizations rely on 24-hour answering service companies.

Now, on the surface, service providers can look similar, but differences in call handling and bilingual capability can mean the difference between providing better support or adding to your customers’ pain points.

Here’s a quick guide on how you can choose the best 24-hour answering service for your business.

A good service provider can create tailored industry scripts (HVAC, plumbing, rentals, elevator). You can check the script quality and see if it helps you get accurate information and guide your team’s next steps.

In Canada, bilingual service is crucial, with around 1 million positions in Canadian businesses requiring bilingualism (EN/FR)

Resolving issues in the caller’s preferred language helps avoid miscommunication and improves their experience.

Ask them how they maintain EN/FR coverage and handle industry terminology.

Integrations and security

An answering service should fit seamlessly into your workflow, so it’s important to ask how messages are delivered and whether the service integrates with tools you already use, such as scheduling systems or customer databases.

Also, look into how they protect caller information. Reputable providers are transparent about data handling and comply with industry standards and regulations.

In-house vs. outsourced

A 2024 ServiceNow report found that a staggering 92% of Canadians want access to quick, real-time support from brands, and 53% want round-the-clock customer service.

Outsourced 24-hour answering service companies are designed for this level of coverage. With custom scripts, tailored services, and quality monitoring, they can provide continuity when internal teams are unavailable.

80% of Canadians still want to interact with a real person, according to a PwC survey. This gives you the advantage of letting customers connect with actual human agents, making them feel heard.

A 14-day pilot plan

Before committing to one service provider, ask about the possibility of a short trial period with just basic program coverage to give you a glimpse of their answering service capabilities. During a 14-day trial, focus on:

• Answer speed: Are calls picked up promptly during nights and weekends?
• Booking rate: Are appointments and relevant details logged accurately?
• Dispatch accuracy: Are messages complete, readable, and actionable?

A free trial or pilot period gives you real data and helps you assess whether or not a particular provider is the best fit for your business before doing a full rollout.

There are a few things that should give you pause:

• Overlong hold times during supposed “live” coverage
• Generic scripts that lack industry-specific context
• Unverified EN/FR bilingual support claims

If a provider can’t demonstrate reliable performance, they may cost you more in missed jobs and unhappy customers than they save in fees.

Looking to expand your after-hours coverage?
Book a 15-minute fit call / Réservez 15 min with On Call Centre today.

Will an answering service replace our in-house team?
No. The service supports your operation by extending customer support coverage. Control and decision-making will still remain with your team.

What response time should we expect after hours?
There’s no universal standard, given that average response times vary by industry, but many businesses look for live pickup within seconds, especially on urgent lines.

Le service est-il vraiment bilingue? / Is the service truly bilingual?
Confirm that there’s no “press 1 or 2” language menu and that agents can handle common industry terms in both English and French.