Our Approach

There are so many call answering services and call centre service providers out there, it can be hard to choose the one that will best help you achieve your goals. However, there are many reasons why we stand out.

1. Our Customer Service Representatives Are Fully Bilingual and Professional

Our customer service representatives (CSRs) are fluent in both English and French. They are also fluently multicultural, which means they intuitively understand the nuances of both languages. Our CSRs are professional, respectful, and well-prepared to deliver exceptional bilingual call answering service to your customers and relay accurate messages to the right person in your organization.

2. Always Live Call Answering

We have the best staff and the most up-to-date technology to ensure we are live 24 hours a day, 7 days a week, 365 days a year including holidays. A friendly, professional human being with a beating heart answers every customer call in a timely manner, which means fewer abandoned calls, faster time to resolution, and greater customer satisfaction and loyalty.

3. We Offer Fully Customized Scripting and Message Management

We tailor our call answering services and inbound call centre programs to help you achieve your unique business goals. We do this by working with you to blueprint an effective and efficient communication script and message management program.

4. We Have the Best Team

With over 50 years of experience serving companies of all sizes in a wide range of sectors, our people are the heart of our business.

Several in our management team have been with us for over 30 years. Collectively, they have over 100 years of experience! Half of our CSRs have been with us for more than 10 years. We take pride in our work. We know what to do and how to do it well.

Our Mission And Values, the ideals that drive our business, affirm our client commitment—catering to our clients is our top priority. Perhaps that’s why they stay an average of 14 years. In today’s fast-paced world, we are honoured by their loyalty.

For details on our senior team, click one of our pictures.

Laurie Arron

Pam Poehlmann
General Manager

Lisa Stevenson
Client Relations Manager

Roxanne Leduc
Call Centre Manager

Neetin Salwan
Call Centre Assistant Manager

Shelley Bryan
Account Administrator

5. Our Mission

Our mission is to set businesses free to do what they do best, by partnering with them to provide exceptional contact centre and business services.

We aim to make life better for our people, our clients, their customers, our suppliers and society.

Our people are the heart of our business. We listen and act with respect, honesty, and caring to provide a fulfilling and enjoyable place to work.

Our clients are the lifeblood of our business. We listen and provide solutions to meet their unique needs, safeguarding the trust they put in us to represent and assist them in their business.

Our clients’ customers give meaning to our work. They need help, and we do that by listening with compassion, communicating positively and precisely, and maintaining our intention to improve their situation.

6. Our Values

These values are offered to help guide us in how we choose to think, speak and act in the workplace. They are not intended to be changeless, absolute truth, nor to ask anyone to be other than their best selves.

Teamwork – Our focus is the team rather than ourselves. We actively support each other, asking for help when we need it, and offering help when we see someone in need. We know that success and failure are not personal matters.

Engaged – We are aware of On Call’s mission, and actively work to improve things. We set high standards. We cultivate enthusiasm and joy in the workplace.

A Force for Good – We help others. We seek to give more than we receive and to do good in the world.

Connected – We cultivate connection by listening deeply, with the intention to better understand each other. We care about each other and, when there’s a conflict, we seek to resolve it in the spirit of harmony and teamwork.

Human – We recognize our own and others’ humanity and vulnerability, cultivate kindness and compassion, and take good care of ourselves.

Inner Growth – We seek to know ourselves, to develop our emotional intelligence and inner awareness, and actively nourish our growth as individuals. We embrace change and seek to expand our comfort zone.

Take Responsibility – We take responsibility for our actions and look first at what we ourselves can do to improve. We are dedicated, reliable, trustworthy, honest, and professional.

7. We Know Your Industry

Chances are we have clients in your industry. Through working with them and understanding their needs, we can draw on that experience to develop the right program for you. Our clients include:

8. We Are Canadian: All Our Operators Live and Work Within Canada

Located in central Canada, we are a family business and are proudly Canadian. On Call Centre serves clients across Canada, including in and around Ottawa, Toronto, Montreal, Winnipeg, Regina, Calgary and Vancouver, as well as clients from the United States and beyond. In today’s world, we can serve you wherever you are.


Team Harding has been partnered with On Call Centre for more than 20 years, and we couldn’t be happier with the service they have provided us since August 2000! They have been instrumental in assisting us with fielding after-hours calls from customers, handling inquiries ranging from emergency to non-emergency sales and service requests. Their care in providing us with rapid email confirmations after speaking to potential customers is also extremely vital, as it allows our staff to focus on quickly getting back to clients to discuss their needs and confirm appointment times. And by giving us copies of all the calls taken by the centre, we are able to monitor their work to be sure our customers are being taken care of properly, which they always are!

Shelly Beaubre, General Manager, Team Harding
“Since 1993 On Call Centre has provided us after hours emergency call centre service and elevator and pool monitoring services. They ensure all of our emergency calls are dispatched ASAP to the correct site staff and that we are notified after, so that we can follow up with both our resident and our on-call staff to ensure the issue is fully resolved! On Call Centre has been an integral part in helping us achieve and maintain our goal of providing a great resident experience to all our residents!”
Laurie O’Dale, Osgoode Properties