The Role of Inbound Call Centres in Facilitating Access

Canada’s social services sector has a long history dating back to the Elizabethan Poor Laws in 1601. These laws laid the foundation for the social services we have today, which were created to meet the needs of vulnerable citizens. The demand for social services in Canada is soaring and timely access to them can mean the difference between safety and a crisis.

However, most Canadians have difficulties finding the right information on how to access these social services. Sometimes, the information online is incorrect or outdated. With inbound call centres, getting informed and finding the right assistance is as easy as finding a restaurant on an app. Citizens can simply pick up the phone, call a hotline, and ask all their questions about the available social services for their needs.

Case Management Support

For citizens battling a crisis, navigating social services can be daunting. As previously mentioned, they struggle to find accurate information, which impedes the timeliness of their assistance. Inbound call centres can guide these individuals through the complex process, helping them understand eligibility criteria and offering support in completing forms.

Call centre agents can also explain the procedures, give details on available services, and clarify the status of their cases. They can provide timely assistance so citizens have the information they need at the right time.

This creates a seamless process for managing cases and ensuring people get access to the services that matter. Agents can also coordinate appointments with case managers and conduct initial assessments to gather information about the individual’s situation, needs, and urgency. This rapidly increases the system, helping ease the huge demand.

They can also refer callers to appropriate community resources, support groups, and specialized services, creating a collaborative system among social services.

Proactive Outreach

Beyond providing passive support, call centres can also be instruments for proactively reaching out to vulnerable communities. Initiatives such as dedicated hotlines for crisis situations and live chatbots for anonymous reporting ensure social services are visible and accessible to everyone.

Call centres can also tailor their approach to different demographics, including providing bilingual support so that social services become more equitable. These efforts ensure no one is left behind.

Reducing Wait Times

The rising demand for social services leads to high call volumes, which means extended wait times. Putting individuals on hold for long periods reduces the effectiveness of social service delivery since individuals are more likely to simply hang up than wait to get the answers they need.

Swift responses and minimal wait times contribute to a more responsive and client-focused approach. It enhances the user experience and helps agents respond to as many individuals as possible. The technology used by inbound call centres also aids in streamlining information so agents can easily pull up callers’ data, helping them provide the right support each time.

Call centres can also introduce automation and self-service options so common inquiries can be handled efficiently, freeing up agents to resolve more complex issues. Meanwhile, call routing ensures calls are directed to the most appropriate agents based on their skill sets and expertise.

Furthermore, agents can provide a callback option so individuals can request a return call rather than waiting on hold.


Call centres have evolved from a purely phone-based system to a multichannel experience centre. Canadians can use different channels like chat, email, and phone calls to receive timely assistance for their social service needs. With technological innovations, agents can focus on providing empathetic and accurate support that citizens facing a crisis will value.

What’s more, access to reliable call centres encourages community engagement with a populace confident about reaching out for social services. They know that there will always be someone ready to assist them with their needs.

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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