Standing out as a service provider in Ontario is a tough call. The local Association of Consulting Engineering Companies alone represents over 140 companies. Meanwhile, the latest government figures show that the household repair and maintenance sector has over 1,190 operators.

English and French skill requirements in these sectors reflect Ontario’s bilingual customer base. If 79% of executives say customer experience is a crucial revenue generator, shouldn’t you start leveraging bilingual support as a growth strategy?

More data point to the prominence of human interaction over bilingual written content. Results from a 2024 SurveyMonkey poll indicate the answer is yes. Around 90% of its survey respondents said they prefer humans to chatbots. Meanwhile, 81% of consumers can wait a few minutes for a human agent rather than get immediate AI answers, according to a 2024 Callvu study.

Here are four reasons why English-French phone support is a worthy investment for engineering and home maintenance service providers:

Competitive marketing and sales advantage

Offering bilingual customer care increases your chances of targeted engagement in the province. The latest government figures show that 10.8% of Ontario’s population is bilingual while 3.8% are French speakers.

The nature of customer calls in these industries requires accuracy, quick thinking, and a problem-solving mindset from your emergency response team. Every professionally handled first inquiry and successfully resolved call nurtures leads and encourages repeat job orders.

Churn reduction

French-speaking clients may switch to a bilingual service provider if they’re frequently misunderstood by English-only agents. Seasoned bilingual phone reps ease customer frustration through active listening and solution-oriented language.

Improved search engine ranking

Google and other search engines prioritize businesses with positive reviews on their results pages. Customers are more likely to give candid feedback when asked for by phone agents speaking their native language. With their consent, you can showcase their testimonials on your website, enhancing your online ranking and credibility.

Legal compliance

Ontario’s French Language Services Act requires government agencies to offer bilingual services. Private entities providing services on the government’s behalf should also do the same. This law covers customer service besides business documents, signages, and printed collateral.

Integrating bilingual services into your customer support framework

Setting up your customers for success takes a holistic approach. It considers these four factors:

Market and competitor research

Reading this article is an effective way to begin further market research on Ontario. At the same time, identify your local competitors and study their tactics. You can fill in their gaps or outdo them at their game.

Internal team training

Train your team on best practices for attaining first-call resolution. Establish a concise escalation plan for handling complex issues, including routing call rules. Orient teammates about regional French dialects and cultural nuances to understand French callers better

Expert 24/7 bilingual call support outsourcing

If your team needs extra support, choose a third-party provider with a proven industry record. Ask how they vet bilingual agents and whether they can tailor the service to your requirements.

Performance monitoring

Conduct polls to track satisfaction levels from bilingual callers. Analyze reports and compare your churn rates before and after implementing bilingual support. Are your French language clients increasing? Monitor how many first-time inquiries from this segment later get your service.

Consumers expect fast customer support as service costs rise. As a business owner, you can’t afford to lose job orders due to clients voicing complaints online or offline.

Bilingual services from a trusted call centre company can ensure professional call handling 24/7. Why rely solely on VoIP and automated systems when human agents can give your brand a personal touch? Contact our team today to discover how you can optimize your customers’ experience through our bilingual call experts.