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Did You Know that a Call Centre Can Differentiate Your Business?

The headline of a recent article in Contact Management Magazine, Top Contact Centre Trends for 2016: It’s All About Customer Experience, caught my eye. Naturally, I read the article.

Peppered throughout the article are statistics and insights from Dimension Data’s 2016 Global Contact Centre Benchmarking Report. If you are a small business owner, responsible for customer support, or manage fundraising, here is a stat and insight that will be of interest to you.

  • Statistic: 82.5% of organizations see the contact centre as a key differentiator.
  • Insight: The term “contact center” often refers to digital, phone and in-person “contact.” With so much “contact” moving to digital technology, the human touch is missing.

Much of the article is really geared toward large organizations, so the takeaway for smaller companies is that “a positive experience is now shown to encourage brand attachment, trust and loyalty among customers, eventually improving business performance and driving higher revenue.” Our company, On Call Centre, offers professional inbound call center services and inbound answering services that do just that for your business.

So, if your company is looking to build customer loyalty through positive customer experiences, then it’s time to learn more about our professional telephone answering service or professional inbound call centre services. We’ve been providing answering services and call centre services to our clients serving Ottawa, Montreal and Toronto for 46 years. We invite you to call us: 613-238-3262 or Toll Free 1-866-323-3344.

If you are interested in reading the complete article mentioned at the beginning of this blog article, visit Top Contact Centre Trends for 2016: It’s All About Customer Experience.

Source: http://www.oncallcentre.com/did-you-know-that-a-call-centre-can-differentiate-your-business/

Publish Date: September 1, 2016 5:00 AM


Can an Answering Service Help Your Small Business Grow?

At On Call Centre, many of our clients are small business owners. Before they became our clients, though, they were wearing many hats and having a hard time juggling the ‘hats’ and doing everything well.

Here are 5 reasons why these small business clients decided they needed the help of a professional inbound telephone answering service provider.

  1. Their core competencies weren’t answering the phone. With our answering service, they can focus on their core competency, which generates the revenues that makes their businesses thrive.
  2. As a professional inbound answering service provider, our core competency is answering the phone. Our professional, career-minded customer service representatives answer their clients’ phone calls. Customer service is a unique skill set honed over many years.
  3. They don’t work 24 hours a day 7 days a week 24 hours a day. At On Call Centre, we do work 24x7x365. Which means every single time a customer—or potential new customer calls—the call is answered.
  4. They were using voicemail. At On Call Centre, we don’t use voicemail. Every single call is answered by a professional customer service representative. Representing their businesses, we’re ready to ensure their customers have exceptional customer experiences. This means their customers remain loyal paying customers.
  5. And the stats: 40% of customers prefer phone service compared to 29% who prefer face2face, 18% who prefer email and 13% who prefer chat

So, if your company is looking to retain loyal customers, then it’s time to take a second look at your company’s customer service strategy. And if you need a professional telephone answering service or professional inbound call centre service, we invite you talk with us: On Call Centre. We’ve been providing answering services and call centre services to our clients serving Ottawa, Montreal and Toronto for 46 years. We’ll answer your call: 613-238-3262 or Toll Free 1-866-323-3344.

By the way, if you’d like to read more stats, check out our ebook: Have You Transformed Your Customer Service Strategy into Competitive Advantage?

Source: http://www.oncallcentre.com/can-an-answering-service-help-your-small-business-grow/

Publish Date: August 15, 2016 5:00 AM


Building Strong Customer Relationships

I just read a good article entitled, “Do You Have a Call Center or a Relationship Center?” by Dave Murray. The author says that a call center is an opportunity to “help an organization cultivate deeper relationships with customers.” We agree. A professional call center service or answering service most definitely builds strong customer relationships.

At On Call Centre, we consistently deliver a high level of customer service on behalf of our clients who are business owners and customer support managers. We do this by understanding our clients’ goals and blueprinting services to achieve those goals.

Paramount to building strong customer relationships, though, is recognizing that our core offerings deliver exceptional customer experiences. For example:

  • Our customer service representatives understand “customer service.” They answer customer calls only; they do not provide telemarketing or telesales services. Customer service is a unique skill set.
  • Our customer service representatives do not use voice mail. We answer every single phone call and we answer the phones 24 hours a day 7 days a week.
  • Our customer service representatives speak your customers’ language and, in Canada, that means fluently bilingual French and English professionals.

We’ve been providing answering services and call centre services for our clients located in Ottawa, Montreal and Toronto—anywhere in Canada—for 46 years now. If you’re looking for an inbound answering service provider or inbound call centre service, we welcome the opportunity to talk with you. Please contact On Call Centre to schedule a free, one-hour no-obligation telephone call answering service or call centre service consultation.

In case you’d like to read the article published on the Connections Magazine website, here’s the link: Do You Have a Call Center or a Relationship Center?

Source: http://www.oncallcentre.com/building-strong-customer-relationships/

Publish Date: August 3, 2016 5:00 AM


Top 3 Reasons Your Small Business Needs an Answering Service

At On Call Centre, we’ve been providing professional inbound telephone call answering services and inbound call centre services for 46 years. Our customized services benefit small businesses, customer support departments and fundraisers. And our life’s work is to make you shine in the eyes of your customers.

Here are the top 3 reasons you might need an answering service.

  • Customer service is probably not your core service offering. You might be a plumber or a lawyer. That’s your core service offering. At On Call Centre we can be your customer service arm ensuring that a professional customer service representative is answering your customers’ calls.
  • As a professional, you want to spend the majority of your time focused on your core service offering, not phone interruptions. We answer every call. And we do answer the call—we do not use voice mail. We’ll ensure that every one of your customer’s calls in answered by a customer service representative who is fluently bilingual and able to speak in the language preferred by your customer—French or English.
  • Do you work 24 hours a day, 7 days a week, 365 days a year? Hopefully not. But we do. We provide phone coverage 24x7x365 so that your customers always speak with a customer service representative when they call your business. This not only delivers exceptional customer service, it ensures your customers stay loyal to you.

Be sure to read the following related blog article: Is it Time to Get an Answering Service for Your Business?

We’ve been providing answering services and call centre services for our clients located in Ottawa, Montreal and Toronto—anywhere in Canada—for 46 years now. If you’re looking for an inbound answering service provider or inbound call centre service, we welcome the opportunity to talk with you. Please contact On Call Centre to schedule a free, one-hour no-obligation telephone call answering service or call centre service consultation.

Source: http://www.oncallcentre.com/top-3-reasons-your-small-business-needs-an-answering-service/

Publish Date: July 19, 2016 5:00 AM


What is a New Customer’s First Impression of Your Business?

Once the first impression is made, it’s very hard to change in the minds of a prospective new customer. So it’s important that your client-engagement strategy is sound. Furthermore, if you’re a small business, it’s likely that when that prospective new customer calls, you won’t be available to answer the call because you’ll be busy serving an existing customer.

At On Call Centre we provide inbound telephone call answering services and inbound call centre services. Our life’s work is to ensure that we make a positive first impression on behalf of our clients—and a continued positive impression with existing clients. Here’s how we can help you.

  • Our customer service representatives answer every phone call. That’s right. We don’t use voice mail. So every customer talks to a living, breathing human being.
  • Our customer service representatives are 100% focused on inbound calls—in other words—they understand “customer care.”
  • Our customer service representatives are fluently bilingual. They not only offer to speak in the language preferred by your customer—French or English—because they are fluent, they understand the nuances of each language.

Be sure to read the following related blog article: Is it Time to Get an Answering Service for Your Business?

We’ve been providing answering services and call centre services for our clients located in Ottawa, Montreal and Toronto—anywhere in Canada—for 45 years now. If you’re looking for an inbound answering service provider or inbound call centre service, we welcome the opportunity to talk with you. Please contact On Call Centre to schedule a free, one-hour no-obligation telephone call answering service or call centre service consultation.

Source: http://www.oncallcentre.com/what-is-a-new-customers-first-impression-of-your-business/

Publish Date: July 4, 2016 5:00 AM


Is it Time to Get an Answering Service for Your Business?

Are you a small business owner who can’t realistically juggle answering telephone calls and get the job done? And does that mean you rely heavily on voice mail? Did you know that you could be losing potential new clients—clients who hang up when they hear a voice mail greeting?

The experienced people at On Call Centre provide affordable, uniquely tailored services. Unlike voice mail technology, with On Call Centre, there’s always a human voice with a beating heart answering your customers’ calls, which mean you achieve a high level of customer satisfaction and loyalty without increasing head count or capital costs—ultimately ensuring new and repeat business.

Here are just a few examples of how we can help you.

  • We improve your productivity. Because we are providing a telephone call answering service, you can now focus 100% of your time on your core business. Thus, your productivity increases.
  • We improve customer loyalty. It doesn’t matter what time of day your customers’ call—we answer their phone calls 24/7, 365 days a year. Providing round-the-clock answering services increases customer satisfaction resulting in improved customer loyalty.
  • You improve your return on investment. Because we answer every call, the number of hang-ups disappears, which means the likelihood of you closing new business increases.

Be sure to read the following related blog article: Answering Services and Call Centre Services Deliver Personalization.

We’ve been providing answering services and call centre services for our clients located in Ottawa, Montreal and Toronto—anywhere in Canada—for 45 years now. If you’re looking for an inbound answering service provider or inbound call centre service, we welcome the opportunity to talk with you. Please contact On Call Centre to schedule a free, one-hour no-obligation telephone call answering service or call centre service consultation.

Source: http://www.oncallcentre.com/is-it-time-to-get-an-answering-service-for-your-business/

Publish Date: June 15, 2016 5:00 AM


Answering Services and Call Centre Services Deliver Personalization

A recent survey by Accenture found that Canadian companies could improve competitive advantage by delivering human interaction. As a professional answering service and call centre service provider, we concur.

Accenture’s survey revealed that 49% of Canadian consumers were unhappy enough with the poor level of customer service that they stopped doing business with their current vendor. Those are lost customers that are near impossible to get back.

At On Call Centre, our clients’ customers receive exceptional customer experience through human interaction. Here’s how we do it.

  • Every call is answered by a customer service representative. That’s right. No voice mail.
  • Every customer service representative is fluently bilingual so that our clients’ customers can converse in the language of their choice.
  • We answer our clients’ customers’ calls 24 hours a day, 7 days a week, 365 days a year. Again, no voice mail.

Your customers’ satisfaction rates will be high and customer loyalty will be high as well.

We’ve been providing answering services and call centre services for our clients located in Ottawa, Montreal and Toronto—anywhere in Canada—for 45 years now. If you’re looking for an inbound answering service provider or inbound call centre service, we welcome the opportunity to talk with you. Please contact On Call Centre to schedule a free, one-hour no-obligation telephone call answering service or call centre service consultation.

If you’d like to read the full article, here it is: Canadian companies losing business as consumers demand a more personalized experience and human interaction, Accenture survey finds

Source: http://www.oncallcentre.com/answering-services-and-call-centre-services-deliver-personalization/

Publish Date: June 1, 2016 5:00 AM


Benefits of Knowing Your Monthly Costs

The May 2016 Issue of Telephone Answering Services Trader includes an article that discusses the benefits of subscription-based services.

Our clients—business owners, customer support departments, fundraisers and lottery sales—find value in knowing exactly what they will pay each month for the inbound telephone call answering services or inbound call centre services that we provide to them.

When we first engage a new client, we get to know their business, their challenges and their answering service or call center service goals. We also try to get a sense of the amount of calls we might anticipate. We then blueprint the answering services or call centre service plan to match their needs.

The monthly rate we propose is based on that initial needs assessment. Once we have a few months of usage history, we recommend a review to ensure that our clients get the best plan.

So, if your company is looking to get a better handle on a monthly answering services or call center services fee—as well as get greater value—we invite you to talk with us: On Call Centre. We’ve been providing call centre services to our clients serving Ottawa, Montreal and Toronto for 45 years. We’ll answer your call: 613-238-3262 or Toll Free 1-866-323-3344.

And, if you’d like to read the article by Peter L. DeHaan, PhD, here it is: Celebrating Subscription Services

Source: http://www.oncallcentre.com/benefits-of-knowing-your-monthly-costs/

Publish Date: May 16, 2016 5:00 AM


Benefits of Answering Services to Fundraisers

If you’re a fundraiser, I suspect you have an intimate understanding of trying to handle the volume of inbound telephone calls.

At On Call Centre we work with each of our clients to understand their unique inbound call center service requirements. That’s because we know that every fundraising drive is unique—from the fundraising goals to the donors on the other end of the phone calls. So we collaborate with our fundraiser clients to blueprint the program that best achieves their needs.

With 45 years of experience under our belts, here are just a few of the benefits of our call centre service offerings.

  • Our customer service representatives (CSR) are fluent French-English bilingual, fluently multi-cultural. They understand the nuances of both languages so that the process of making a donation is made easy for the donor.
  • We answer every call—no voice mail. This increases the number of donors, so the amount of donations.
  • For fundraisers whose campaigns run around-the-clock On Call Centre is a wise choice because we run around-the-clock. We provide inbound telephone call answering services 24/7/365—sometimes 366.

So, if your company is looking to build brand loyalty, you should consider a professional inbound call centre service, we invite you talk with us: On Call Centre. We’ve been providing call centre services to our clients serving Ottawa, Montreal and Toronto for 45 years. We’ll answer your call: 613-238-3262 or Toll Free 1-866-323-3344.

Source: http://www.oncallcentre.com/benefits-of-answering-services-to-fundraisers/

Publish Date: May 2, 2016 5:00 AM


Show that Your Customers Are Important to You

A recent article by callcentre.co.uk, “Are You Providing the Best Customer Experience?” explains the importance of delivering exceptional customer experiences. Just one of the benefits is increased customer satisfaction which leads to brand loyalty.

At On Call Centre we work with each of our clients to understand their goals. The result is a blueprint for answering services or call centre services that achieves their unique needs. There are a few pillars to our answering services and call centre services that every client can leverage in the pursuit of delivering exceptional customer service.

  • Every call is answering by a customer service representative. That’s right. No voice mail.
  • Every customer service representative is fluently bilingual so that our clients’ customers can converse in the language of their choice.
  • We answer our clients’ customers’ calls 24 hours a day, 7 days a week, 365 days a year.

So, if your company is looking to build brand loyalty, you should consider a professional telephone answering service or professional inbound call centre service, we invite you talk with us: On Call Centre. We’ve been providing answering services and call centre services to our clients serving Ottawa, Montreal and Toronto for 45 years. We’ll answer your call: 613-238-3262 or Toll Free 1-866-323-3344.

If you would like to read the article by callcentre.co.uk, follow this link: Are You Providing the Best Customer Experience?

Source: http://www.oncallcentre.com/show-that-your-customers-are-important-to-you/

Publish Date: April 15, 2016 5:00 AM


Customers Want to Speak to You

Have you ever considered which of your customer service touchpoints are most preferred by your customers? Is it phone, website forms, email, live chat, in-person?  What about social media networks like Twitter and Facebook?

It’s a valid question. Oracle’s research revealed the following:

  • 40% of customers prefer phone
  • 29% prefer face2face
  • 18% prefer email
  • 13% prefer stat

So, if your company is looking to retain loyal customers, then it’s time to take a second look at your company’s customer service strategy. And if you need a professional telephone answering service or professional inbound call centre service, we invite you talk with us: On Call Centre. We’ve been providing answering services and call centre services to our clients serving Ottawa, Montreal and Toronto for 45 years. We’ll answer your call: 613-238-3262 orToll Free 1-866-323-3344.

In the meantime, check out our ebook: Have You Transformed Your Customer Service Strategy into Competitive Advantage?

Source: Oracle

Source: http://www.oncallcentre.com/customers-want-to-speak-to-you/

Publish Date: April 1, 2016 5:00 AM


Our Answering Services Deliver Exceptional Customer Satisfaction

At On Call Centre, we believe that keeping your customers’ levels of satisfaction at a high level is achievable. In fact, we’re looking in the review mirror at 45 years of proof.

While some telephone call answering services and call centre services offer both inbound and outbound services, On Call Centre is solely focused on inbound. In itself, a focus on inbound telephone call answering services and inbound call centre services makes a difference in the kind of talent that is hired. On Call Centre’s people are professional, career-oriented customer service representatives who take pride in the quality of their work. Each holds a unique skill set honed over years of delivering customer service. A service-oriented mindset (versus sales-oriented mindset) is important to keep your customers’ satisfaction high.

And some telephone call answering services and call centre services profess to employ bilingual customer service agents. While that may be true, are they truly fluent French-English bilingual? Our customer service representatives are fluent French-English bilingual and multi-culturally fluent. This subtle nuance in language is important to keep customer satisfaction high.

Do your customers need to reach 24×7? Be sure to read our blog article, Do Your Customers Call You After Regular Business Hours? to learn yet another reason how On Call Centre keeps your customers’ satisfaction levels high.

Your customers’ satisfaction rates will be high if you take the time to ensure the qualifications of your telephone call answering service and call centre service. In the end, not only will customer satisfaction be high, first call resolution (FCR) will be high and customer loyalty will be high.

We’ve been providing answering services and call centre services for our clients located in Ottawa, Montreal and Toronto—anywhere in Canada—for 45 years now. If you’re looking for an inbound answering service provider or inbound call centre service, we welcome the opportunity to talk with you. Please contact On Call Centre to schedule a free, one-hour no-obligation telephone call answering service or call centre service consultation.

Source: http://www.oncallcentre.com/our-answering-services-deliver-exceptional-customer-satisfaction/

Publish Date: March 15, 2016 5:00 AM


Answering Your Clients’ Calls 366 Days a Year

For business owners, customer support managers and fundraising managers, we answer your customers’ calls for you 365 days a year—sometimes 366. Happy Leap Year!

At On Call Centre you can count us. We:

  • Answer the phone 24 hours a day 7 days a week.
  • Provide career-minded customer service representatives so people who are passionate above giving exceptional customer service.
  • Employ customers service representatives who speak your customers’ language and, in Canada, that means fluently bilingual French and English professionals.

We’ve been providing answering services and call centre services for our clients located in Ottawa, Montreal and Toronto—anywhere in Canada—for 45 years now. If you’re looking for an inbound answering service provider or inbound call centre service, we welcome the opportunity to talk with you. Please contact On Call Centre to schedule a free, one-hour no-obligation telephone call answering service or call centre service consultation.

Source: http://www.oncallcentre.com/answering-your-clients-calls-366-days-a-year/

Publish Date: February 29, 2016 5:00 AM


An Answering Service that Goes the Extra Mile

On Call Centre’s office is located in Ottawa, Ontario, Canada. Yesterday, Mother Nature dumped 45+ centimeters of snow on us. In addition to the fresh white blanket of snow, there was a fresh attitude to help one’s neighbours.  It’s nice to know that people will take the extra time (and the extra shovel) to help when they can.

At On Call Centre, it’s an everyday occurrence to go the extra mile for our clients’ customers:

  • We don’t just “connect” a caller to a “voice.” Our experienced customer service representatives answer our clients’ customers’ calls. In other words, customers are greeted by a live body—rather than dumped into voice mail—so that their problems are resolved quickly.
  • We don’t just work regular business hours and put the phones on voicemail at 5pm. Twenty-four hours a day, seven days a week, 365 days a year every call is answered by a person who is ready to help.
  • We don’t just answer our clients’ customers’ calls. We offer customers the choice of speaking in the language of their preference: English or French.

We’ve been providing answering services and call centre services for our clients located in Ottawa, Montreal and Toronto—anywhere in Canada—for 45 years now. If you’re looking for an inbound answering service provider or inbound call centre service, we welcome the opportunity to talk with you.

Source: http://www.oncallcentre.com/an-answering-service-that-goes-the-extra-mile/

Publish Date: February 17, 2016 5:00 AM


Do You Manage Fundraising?

For teams responsible for fundraising drives, who can’t realistically handle the volume of inbound telephone calls, an experienced inbound call centre partner is a must.

At On Call Centre, we listen to your unique fundraising needs and custom-design call centre services or answering services to best achieve your needs.

In our experience, there are three key reasons why fundraisers turn to On Call Centre for their inbound telephone call answering services:

1.    We have 45 years of experience and thousands of satisfied clients.

2.    Our customer service representatives (CSR) are fluent French-English bilingual, fluently multi-cultural. They understand the nuances of both languages so that the process of making a donation is made easy for the donor.

4.    For fundraisers whose campaigns run around-the-clock, On Call Centre is a wise choice because we run around-the-clock. We provide inbound telephone call answering services 24/7/365—sometimes 366.

We’ve been providing answering services and call centre services for our clients located in Ottawa, Montreal and Toronto—anywhere in Canada—for 45 years now. If you’re looking for an inbound answering service provider or inbound call center service, we welcome the opportunity to talk with you.

Source: http://www.oncallcentre.com/do-you-manage-fundraising/

Publish Date: February 2, 2016 5:00 AM

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