The Role of Inbound Call Centres in Facilitating Access

Effective communication is one of the most crucial factors to business success, particularly if you run or plan to expand into a multi-location venture. And we’re not just referring to communication for internal collaboration but customer relations. In a nation with a high bilingual population like Canada, it is imperative for your English and French-speaking consumers to get the information they need, if you don’t want to lose them to competitors.

For instance, working with an inbound customer service in Ottawa or call answering services in Alberta can help your brand make a better impact in these specific areas.

Effective communication is also necessary for promoting your multi-location reputation. Consistently providing positive customer experiences can reduce the chance of seeing complaints aired on social media and review sites.

Canada’s Bilingual Landscape

The latest records show that 18% of Canada’s population speaks English and French. The proportion of bilingual speakers varies per province and territory.

Official Languages in Canada

Across Canada, 23.3% of businesses offer bilingual services. Outside Quebec (53.6%), New Brunswick (48.9%) and Nunavut (31.1%) were the only places where over 25% of businesses provided bilingual customer relations.

Proportion of CDN Businesses offering Bilingual

Nevertheless, 25% to 30% of employers nationwide prefer bilingual-speaking applicants, according to ZipDo. What does this mean for your business? You have plenty of room to advance your customer success goals using language as your growth driver.

Standardize Communications with Live Phone Answering Services

Consistent customer care quality makes a lasting impression that leads to conversion and client retention. One way to standardize client support for your multi-location business is to partner with a bilingual call centre. Companies like On Call Centre can work with your team to develop customized scripting. This way, whether you need an answering service in Ottawa or an inbound call centre in British Columbia, agents use your brand voice and corporate protocols to respond to callers from anywhere across Canada.

Professional call centre agents can standardize your various business processes. They include:

Virtual reception

You can tap call centres to deploy agents as full-time or after-hours virtual receptionists. These professionals can answer general FAQs and expertly guide callers toward using your website resources and other self-serve tools.

Cover all time zones

When you’re expanding operations, a 24/7 team ensures you are accessible even if your newly launched business outlets are in other time zones. Thus, a call centre in Nova Scotia or an answering service in Montreal offering 24/7 virtual reception must be able to cover calls from provinces under the Pacific, Mountain, Central, and Newfoundland standard times.

Capture more leads and keep current clients happy

Through active listening and a first-call resolution mindset, virtual receptionists can pull in leads from the awareness phase to the consideration and purchase stages of the buyer journey. Call centres divide teams into shifts to ensure agents operate at their optimum alertness and empathy.

Message management

Agents primarily represent your company by answering your business phone line and taking messages on your behalf. Besides taking inbound calls, they can also handle online and mobile messaging and call routing.

Offer omnichannel communication

Agents can reply to your clients via SMS and email. Templates enable your agents to uniformly respond to queries, send appointment reminders, and update clients on orders, service requests, or new policies.

Route calls effectively

Agents can transfer calls directly to you or designated department officers based on the call flow you set them to follow.

Emergency services

In sectors where your promptness can spell the difference between life and death, call centre agents can serve as your first responders to emergency calls.  A bilingual answering service in Toronto or live call answering in Alberta can swiftly call back clients to assure them that help is on the way after confirming with you or your team.

Scaling Your Business

Don’t scale your business without a clear path to profitability. Contact us today to discuss how we can assist you in achieving regional excellence with our professional bilingual teams.

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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