In today’s increasingly digital world, customer service expectations are rapidly changing—and they’re higher than ever. A 2023 Forrester study found that average customer experience scores among Canadian brands experienced a drop. The same study found that 21% of Canadian brands saw significant drops in their CX quality.

Businesses looking to stand out must provide consistent, quick, and accessible customer support across multiple platforms and maintain a personal touch across all interactions.

However, Canadian companies are facing a greater challenge: how do you meet the diverse needs of a multilingual population while effectively managing operational costs?

Enter bilingual remote reception services, a solution that combines technology with human expertise. This is especially relevant nowadays, given that over 65% of Canadians prefer automation in customer service but also expect human interaction when contacting a business.

Remote reception services allow you to provide seamless and consistent customer experiences in both French and English. You get access to professional and bilingual customer service representatives (CSRs) who can provide customer support services to Canada’s 6.6 million bilingual population. Other benefits of bilingual remote reception services include:

• 24/7 answering services: This makes your business accessible around the clock.
• Omnichannel support: Allows clients to contact your business via their preferred channel.
• Cost savings: Remote receptionist services can significantly reduce overhead costs without compromising service quality
• Better customer experience: By conversing with customers in their preferred language, you’re creating a more inclusive environment for them. This allows you to understand their needs better, provide the right solutions, and make your clients feel valued.

These benefits allow you to cater to a wider audience, grow your reach, and nurture customer loyalty, all of which are essential to growing your business.

Technology and Training to Support Bilingual Remote Receptionists

To help your bilingual remote receptionists offer more effective services, you must invest in the right tools and training for them.

Technology

AI-powered communication tools help remote receptionists streamline their work and enhance their services. For example, using AI-powered voice recognition software enables the quick identification of the caller’s preferred language to route them to the most suitable or qualified agent. An AI-powered automated translator can also aid in answering basic queries. At On Call Centre, we leverage up-to-date technology to ensure seamless and efficient communication, from handling customer queries in real-time to efficiently routing calls, without losing the human touch.

Training

Offering bilingual customer support and personalized services goes beyond speaking your clients’ language and addressing them by name. It’s also about understanding cultural nuances, their pain points, and how your brand can bring real value to your customers. When looking for remote reception services, check the service providers’ training certificates and assess how they handle different customer scenarios like appointment scheduling, troubleshooting, how they adapt their communication style, and their crisis management capabilities.

At OCC, our CSRs have extensive experience working with Canadian businesses across industries like:

• Trade and services
• Health
• Government and social services
• Tech and telecom

We use our industry knowledge and experience to craft tailored services that align with your and your customers’ unique needs.

Remote reception services fuel your business’ growth in many ways, from creating exceptional customer experiences to helping you nurture inclusivity. At OCC, we believe that excellent customer service goes beyond answering calls; it’s also about creating lasting relationships with your customers.

Learn how our bilingual remote reception services are designed to help Canadian businesses of all sizes connect to customers in more meaningful and impactful ways. Contact us today.