You know you can’t do it all. You’ve tried.

Making the decision to work with an after-hours 24/7 365 call taking partner, is hard.

How do you simply hand over your business to someone else?  How do you trust that they will provide your callers with the same care, professionalism, and accuracy, that they experience with you during the day?

You are good at what you do: timely, attention to detail and ensuring the people that you serve are not only happy with your work, but are impressed that you go above and beyond for them.  That’s why your phones are ringing – your reputation.

• at your hard-won customers will have a great experience.
• The gift of satisfaction that you made the right decision
• And perhaps, most important, the gift of time. You don’t have to work 24/7 – we do

At On Call Centre, proven onboarding process keeps every stage clear, aligned, and built around how your business works. Every call is handled in English or French by trained bilingual agents, never menus or stiff scripts.

We listen first

We don’t begin with forms. We start by talking to you.  Conversations about what’s happening in your day-to-day calls: your busiest times, the conversations that drag, and what you’d consider a job well done. And even those things you feel you may need to improve – what’s slipping through the cracks?

Simple paperwork means zero surprises

Then we sit down with you and walk through a plain-language plan. Real numbers, real coverage hours, and no vague fine print. If something doesn’t feel right, we adjust it on the spot. The goal is to leave no question marks before the first call ever comes through.

Our teams align with goals fast

After the plan is set, once we have agreed on a framework, we gather the people who will make it happen: onboarding leads, billing, and call centre supervisors. The team then tackles their respective responsibilities, sets schedules, and each will reach out to ensure you understand what is happening, how it will happen and ensure you are comfortable.

Scripts, protocols, and reports match your brand

We become your extended team. We create greetings, escalation prompts, and FAQs that mirror your business personality. To ensure we’re hitting the mark, you review and tweak the lines until they feel right to you.

Reporting can be exactly what you want to know-meaningful to you and your unique business, all the while, advising you of data you may not have considered before.

Call trends?  We have that.

Resolutions rates?  We have that.

Impact of new marketing efforts on your call traffic?  We have that.

Skilled Frontline Staff Training

Yes, our agents have scripts as outlines, but we train by providing real conversations based on actual calls. Agents run through different scenarios—late-night emergencies, irate callers, and escalation requests—to help them provide always-live support for your callers. Supervisors are always standing by on board to tweak the tone, language, and pacing.

You test, we monitor

We welcome the opportunity for you to live test the applications we have created together, and provide any feedback you feel necessary.

After Day one

We review calls every week, looking for tone inconsistencies, long holds, or anything that feels off. Call takers all participate in our Quality Assurance program, as we invest in both internal and external testing

OCC’s bilingual excellence

For us, switching between English and French isn’t a feature—it’s the way we work. Agents practice real call scenarios where a customer might change languages mid-sentence, so they can follow along without hesitation. This matters for industries like engineering and property management, where a single missed detail can cause expensive delays. Clear communication, in any language, is how we earn the caller’s trust.

At On Call Centre, we operate as part of your team, giving every client a dedicated group that manages calls personally. With 20+ years managing complex calls for various industries, we know how to maintain smooth operations even during peak demand. Call audits and detailed data reviews help us reduce wait times and improve customer ratings. Call us today to map out the service approach that works best for your business.