In the service industry, you know that with client calls, every second matters. One missed call or delayed response can equate to frustrated clients, operational delays, and lost contracts or opportunities.

To meet client needs and expectations, you’ll need to deliver timely responses while maintaining compliance with service level agreements (SLAs). However, for businesses with limited staff capacity, this can be quite challenging.

At On Call Centre (OCC), we understand that balancing act. That’s why many companies turn to us for urgent response services. We act as an extension of your dispatch team, helping your business maintain high standards and strong client relationships without overloading your staff. We ensure every call is answered, documented, and escalated in real time.

Urgent response services are essential because urgent situations can happen anytime. For example, when equipment fails in the middle of the workday, they expect immediate action—not a voicemail.

Customer satisfaction is always a priority, but it’s not the only thing we need to factor in. With SLAs often requiring response times measured in minutes, not hours, even a single missed or delayed call can put client trust, contractual commitments, and compliance at risk.

Calls surge during weather events

Even a well-prepared team can be stretched too thin without adequate support during peak emergency periods. When calls spike, it’s easy for urgent issues to get lost among routine inquiries.

At OCC, we help you manage sudden surges in call volume, prioritize truly urgent matters, and ensure SLA response times are met even when demand is at its highest.

How inbound call centres help meet SLA targets

Inbound call centres like OCC help companies stay SLA-compliant by combining skilled agents, efficient processes, and reliable technology. With guaranteed fast response times, calls are answered immediately instead of sitting in voicemail, and issues are escalated to the right on-call technician or manager in real time.

At OCC, urgent calls are handled by our trained agents who:

• Answer calls 24/7 without delay
• Gather and document details accurately the first time
• Escalate requests instantly to the right person on your team
• Offer bilingual support to help your business serve clients in bilingual communities like Quebec or New Brunswick

Large contracts come with SLA guarantees — How to meet them and still bid competitively

SLA compliance is a must, especially for companies bidding on national or multi-location contracts. With larger contracts come bigger responsibilities and tighter SLA guarantees. Having us at OCC as your call-handling partner gives you the confidence to say yes to these opportunities, knowing you’ll have the coverage to back it up.

OCC: An Extension of Your Dispatch Team

As a service-based company, it’s important to find a support system that helps you stay compliant with SLA requirements while delivering excellent service that your clients expect from you. With OCC, your clients won’t feel like they’ve reached a call centre—they’ll simply know their issue is being taken seriously. And with this level of support, your in-house team gets to focus on solving problems in the field instead of juggling phones.

SLAs don’t give you room for error. The stakes are too high, and the competition is always tough. By partnering with OCC, you can make sure every urgent call is covered, every hour of the day, in both English and French. That means no missed requests, no SLA penalties, and no lost contracts. We help you deliver consistent, professional service your clients can count on.