Call Center Companies Canada

Call Center Software Solution in Canada

Establish a cost-effective call center software solution from KrispCall for your business in Canada, improving your overall communication system. The determined call center software will assist you in streamlining your operations, improving your brand reputation, and establishing credibility in the competitive industry.

Make/receive calls to/from Canada with virtual numbers conveniently
Advanced call management features to manage a high volume of calls
Suited for both on-premise and remote working environments
24/7 human support is available.
Call Center Software Solution in Canada

Get Virtual Phone Numbers To Set up Call Center in Canada

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How to Set up Call Center Company in Canada?

Get Krispcall call center software in easy steps without any complications. Sign up for a KrispCall account, purchase virtual numbers, and start making & receiving calls immediately.

  1. Sign up with a KrispCall Account
  2. Purchase phone numbers and submit the required documents
  3. Invite and Assign the virtual numbers to your teams
  4. Adjust the settings as per your preferences
  5. Finally, Start making calls with your agents
How to Set up Call Center Software for Small Business
Call Center Industry in Canada – An Overview

Call Center Industry in Canada – An Overview

Call center was first introduced in Canada in the 1960s. Canada’s call center industry flourished over the years, and by 1980, it was ranked one of the tough competitors in the global call center market. To keep up with the fast-changing technology evolution by 2000, the whole scenario of call centers was changed due to computer-telephony integration and the Internet.

According to IBIS, the revenue of the call center industry in Canada is expected to increase at a CAGR of 0.2% to $1.9 billion from 2016-2022, including a decrease of 1.7% in 2023 alone, when profit is expected to reach 3.8%. Also, with the entry of AI and automation, the call center revenue is expected to grow more in years to come.

With a market size of over $2 billion, Canada has over 1052 call center businesses. The call center industry in Canada is a major economic driver, employing over 100,000 people. A strong economy, skilled workforce, stable political environment, well-developed infrastructure, and favorable business environment make Canada a popular choice for call center outsourcing.

Benefits of Hiring a Call Center in Canada

Cost-Efficiency: Canada's call centers offer a good balance between quality and cost, compared to the US and the UK.
Bilingual Support: In Canada, both English and French are official languages. So, it offers bilingual support to international customers.
Scalability: Canadian call centers can increase or decrease staffing according to the business's requirements.
Customer Retention: Canadian call centers can boost customer loyalty and retention rates by focusing on providing quality service.
Benefits of Hiring a Call Center in Canada

Top 13 Call Center Companies in Canada Best for Business Process Outsourcing

Telelink Answering Service logo

Telelink Answering Service

Founded in 1965, Telelink is one of the oldest and most trustworthy call center companies that provides live call answering, technical support, and marketing services to businesses. Along with call center services, Telelink Connect offers reporting, call scheduling, recording, analytics, and agent productivity tracking features.

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AnswerForce

AnswerForce is one of the largest call center companies in Canada with over 9999 employees providing 24/7 answering service to businesses. It offers services like virtual receptionists, appointment scheduling, live chats, lead generation, and CRM integration, including collaboration software and video conferencing. It generated an annual revenue of $2 Million in 2022.

unity communications

Unity Communications

Unity Communications is a relatively new call center company in Canada, which started its operation in 2009. But despite that, it managed to gather several awards and accolades. The company provides customer service, sales support, technical support, and administrative support. Its services are rich in terms of features like a unified platform, CRM integration, real-time analytics, virtual receptionist, leads generating, and back office.

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LEX Reception

Founded in 2012, Lex Reception assists Law firms in providing legal services by offering 24/7 answering services. With ten years of experience, it provides excellent customer service. It helps demonstrate professionalism and manage calls with exceptional features like video conferencing, appointment booking, Bilingual agent, call recording, call screening, integration, integration with CRMs, and live chats.

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SureCall

Founded in 1982, SureCall is a call center software that provides business BPO services, enhancing customer experience and streamlining operations. A certified B Corporation, SureCall offers excellent features like omnichannel support reporting tools, technical support, back-office services, and integration with CRMs.It helps companies manage inbound and outbound calls.

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Virtual Gurus

Virtual Gurus is a notable call center software company with an annual revenue of $15 M. It was founded in 2012, offering virtual assistants to streamline business operations and deliver excellent customer service. It offers features like IVR, a user-friendly interface, real-time analytics, and project management services. With its customizable options, businesses can tailor the software to meet their needs.

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Purple Sales

In 2017, Purple Sales was founded to provide hybrid technology solutions to businesses. Its robust features and user-friendly interface provide exceptional customer service while providing businesses with a seamless sales call center experience. Businesses can generate leads, set appointments, track customer interactions, and automate tasks using purple sales.

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The Sales Factory

Founded in 2019, Sales Factory is a call center software that aids businesses in automating their outbound sales processes. With advanced features such as lead generation, appointment setting, email outreach, and analytics, and reporting tools, you can track sales, boost customer service, and manage calls.

Lead Generators International logo

Lead Generators International

Lead Generators International was founded in 1992. With LGI's professional team of 30+ years of experience, it provides businesses with the best B2B telemarketing services. Moreover, Market research, appointment setting, telephone services, and email marketing help businesses enhance customer service quality and efficiency.

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Veta Virtual

Veda Virtual provides versatile solutions for businesses of any size with its extraordinary Virtual receptionist services. A virtual receptionist, assistant, and call recording can help businesses manage calls, emails, and other administrative tasks. Furthermore, it enhances overall efficiency, improves customer service, and supports remote agents.

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AnswerPlus

AnswerPlus is a call answering services provider with over 60+ years of experience and 1500+ clients. It provides live virtual receptionists with features like voice mail recording, customizable IVR, call analytics, bilingual support, multi-channel support, and CRM integration, which help companies manage high call volumes, streamline customer interactions, and provide excellent customer service 24/7.

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Alphoric

With over $234 client value, Alphoric is a notable outsourcing company that provides great services for advertising and marketing companies. Businesses can use features like call routing, recording, appointment booking, email marketing, and 24/7 customer support. With its in-house tools, businesses can gather unlimited data, send unlimited emails, and convert leads into clients.It was founded in 2022

24H Virtual logo

24H Virtual

24H Virtual is a business’s best choice for call-answering services as it provides affordable pricing. Live receptionists, chat receptionists, virtual business process management, live chat support, email support, and back office support have helped companies provide 24/7 customer service. It offers personalized customer service that helps build brand loyalty and enhance revenue. It was founded in 2019.

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Working with a Call Center in Canada: Best Practices

Here are some best practices to consider while working with a call center in Canada:

Define Your Objectives and Expectations Clearly: Clearly communicate the goals and objectives to call center company, and define your expectations about response time, quality of services, and performance metrics
Establish Key Performance Indicators(KPIs): Set specific KPIs like First contact resolution (FCR), Average speed of answer (ASA), Average handle time (AHT), Customer satisfaction (CSAT), and Net promoter score (NPS) based on your business needs and check their alignment with your goals.
Monitor performance: Maintain regular monitoring and evaluation of the call center's performance to ensure that the company is delivering what you expect.
Communicate regularly: It is important to communicate with your call center company on a regular basis to ensure that you are getting the services you seek. As part of this process, you will be able to gain insight into the performance of your agents, report any problems, and modify your requirements as needed.
Be flexible: Being flexible and willing to adapt to changes is essential in the call center industry. Regulations, customer expectations, and technological changes are all included in this category.
Provide your own Feedback and Recognition: Give constructive feedback to agents and provide reviews on their performance. Encourage agents to strive for excellence and recognize exceptional achievements.
Why Choose KrispCall for Call Center Software in Canada

Why Choose KrispCall for Call Center Software in Canada?

KrispCall is the call center software of choice for Canadian companies for several reasons:

Increased Efficiency: Krispcall’s features like intelligent routing, ACD, Unified callbox, and integration with business tools help businesses improve customer satisfaction, improve workflow and efficiency of the customer and reduce wait times.
Scalability: KrispCall ensures scalability and can grow with your business. It supports an increase in call volume and agent requirements without hindrance.
Cutting-edge features: Top-notch features offered by KrispCall enhance your call center operation and deliver excellent customer experience.
Improves Customer Experience: By providing faster and more personalized service, customers will become more satisfied and more inclined to trust the company.

Best Call Center Software Providers in Canada

1. KrispCall

KrispCall is one of the noteworthy call center software providers in the market right now with a wide coverage in over 100 countries and serving thousands of businesses worldwide. With its sophisticated call center software, KrispCall guarantees clear call quality, which helps businesses connect with their local and foreign clients without any technical communication issues.

krispCall

KrispCall’s features include call routing, IVR, a user-friendly interface, a unified callbox, and seamless integration with other business tools. These features aid businesses in enhancing productivity and collaboration, delivering excellent customer support, having a global presence, and gaining a competitive advantage.

2. Freshdesk

Freshdesk Call Center Software is a versatile and top-tier solution, highly regarded in the world of call center software. Its excellence stems from an array of features designed to enhance customer service. One of its key strengths is its multichannel support, enabling seamless management of customer interactions across various channels like phone calls, emails, chat, and social media. This adaptability ensures customer convenience and efficient communication.

freshdesk

Freshdesk provides exceptional features like call routing, AI-driven insights, call analytics, live chat, and integration with CRM softwares, helping businesses to communicate better with clients and providing excellent customer service. Moreover, Freshdesk’s 24/7 availability and cost-efficiency make it a competitive asset in the dynamic business landscape. It allows businesses to provide exceptional customer service without exceeding their budgets, ultimately contributing to customer satisfaction and business success.

3. RingCentral

With 99.99% uptime, RingCentral is a reliable call center provider designed for businesses of all sizes. It has impressive features such as Call routing, analytics, workforce management, and integration with CRM systems, IVR, and ACD, which ensure better communication and deliver excellent customer service.

ringcentral intelligent

The RingCentral platform allows businesses to streamline communication workflows and manage calls professionally with collaboration and productivity tools integrations. Apps are available on iOS and Android, allowing users to connect from anywhere.

4. Five9

With 21+ years of experience in Cloud Contact Center Experience, Five9 is a reliable call center provider in Canada. Known for its flexibility and scalability, it allows customization according to the needs of your business. Five9 offers end-to-end solutions and features like AI and automation, digital engagement, and workplace optimization to help businesses increase productivity and achieve business goals.

five9 intelligent cx platform

Five9 provides a safe, secure platform and outstanding uptime so businesses can manage calls, social media, emails, and automate processes.

5. LiveAgent

Providing cost-effective call center solutions to businesses of all sizes in Canada, LiveAgent is known for its affordable pricing and simplicity. You can answer customers over any channel with LiveAgent’s multi-channel support. Real-time live chat, automated callbacks, advanced reporting, analytics, and APIs ensure smooth interactions between agents and customers.

liveagent all in one customer care solution

The Live Agent’s feature of CRM integration and ticket management makes recording customer queries easy. With its lower pricing plans, unlimited call capabilities, and dedicated support team, any issue can be resolved within minutes.

6. DialPad

With 4.4 reviews on G2, DialPad is a reputable cloud-based UC platform in Canada. It provides features like VoIP callings, Video conferencing, team messaging, and AI-powered features to provide excellent customer service for businesses of any size. Also, Dialpad can be configured and set up quickly and without additional charges.

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DailPad’s built-in features, such as voicemail transcription, integration with third-party and CRM tools, and sentiment analysis, help streamline day-to-day operations without any issues, improving customer experience and efficiency.

7. Zoho Desk

Zoho Desk is a reputable center software solution serving multiple renowned MNCs like Mahendra, and Daimler. It allows businesses to manage and streamline their call centers from a single platform. The main highlight of Zoho desks is its omnichannel support, which helps businesses meet their customers’ needs more efficiently and enhance customer experience.

zoho dashboard

Zendesk offers features like call routing, IVR, computer telephony integration, and analytics, which help businesses manage calls, reduce costs, and deliver excellent customer service. The help desk software from Zoho makes teams more productive, helps customers solve problems faster, and improves customer service.

8. GoTo Connect

With over 100+ features, GoTo Connect is an excellent call center software provider for businesses in Canada. It offers features like Call forwarding and transfer, call routing, remote access and support, hotdesking, and conference calls, which helps business save cost, provide flexibility, boosts team collaboration, and 24×7 connectivity with clients.

Goto

GoToConnect offers toll-free numbers, easy porting, and unlimited extensions. Furthermore, you can edit your dial plan, schedule calls, and monitor your daily activities using the service’s analytics. This will help businesses connect with customers and deliver excellent customer service, enhancing efficiency and collaboration.

9. Nice inContact

Trusted by the world’s leading companies, Nice inContact is a reliable call center software in Canada. It streamlines several communication channels into one platform. With features like IVR, ACD, workforce optimization, and integration software like CXone, companies can manage customer interactions across multiple channels, including phone, chat, email, and social media, boosting customer experience.

nice dashboard

The Nice offers pricing plan is very affordable, and some features, such as AI automation, call routing, and monitoring, allow businesses to streamline customer interactions and provide excellent customer service when handling inbound and outbound calls.

10. Twilio

With Twilio call center software, customers can receive customized solutions that are tailored to their needs. Twilio is known for its scalability and flexibility. Unified communication is the main highlight of this provider.

twili customerAI

Also, It offers features like two-way messaging, API, reporting, analytics, call tracking metrics, SIP trucking, and ROI tracking services, which help businesses manage calls better, communicate better, and boost productivity and reach. Twilo offers various pricing plans to fit the budget of the businesses. Furthermore, Businesses can scale up or down according to their needs with Twilio.

Frequently Asked Questions

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A call center in Canada costs between $50 to $80 per agent per month, depending on the business model, size, infrastructure, number of agents, employee model, and marketing strategy. However, KrispCall offers the least expensive call center software solution, which just costs as low as $15 per user per month.

To start a BPO call center in Canada, follow these steps:

  • Determine your market’s size and competitors’ strength.
  • Select the type and services of your call center (inbound/outbound).
  • Register your business and obtain the necessary licenses.
  • Set up the necessary equipment at a suitable location.
  • Recruit and train your staff.
  • Create systems and processes for operating your business.
  • Get in touch with potential clients and promote your services.

The benefits of call center outsourcing in Canada are as follows:

  • Cost savings
  • Flexibility 
  • 24/7 customer support
  • Worker pool with a broader range of skills
  • Government support
  • Advanced technology and infrastructures

Here are some of the requirements of running an inbound call center in Canada:

  • Businesses registration
  • Compliance with laws and regulations and legal structure
  • Physical Space
  • Technology and Infrastructure
  • Managing and routing calls, telecommunication
  • Staffing, training, and scripting 
  • Data security 
  • CRM (Customer Relationship Management)

Consider the following factors while choosing the best call center company for your business:

  • Affordability: Look for a  call center solution that balances pricing with quality of service at an affordable price and fits the budget of your business.
  • Reliability: Check for Client reviews, case studies, and testimonials that demonstrate a strong track record of uptime.
  • Scalability: Scalability allows companies to handle an increased volume of calls and adapt to customer needs as they change.
  • Customer support: Choose a call center that Offers 24/7 live chat support and delivers excellent customer service.

You need to outsource your outbound call canter to Canada due to these reasons:

Bilingual Capabilities: Canada being a bilingual country, it uses French and English as their official language. With Bilingual capabilities, Call centers in Canada can target both English and French-speaking audiences and broaden their customer base.

Cost-Efficiency: Canada has comparatively lower labor costs than the U.S. and U.K. This makes Canada the cheapest outsourcing destination with a high level of service.

Quality Workforce:  When you outsource to Canada, you can tap into a talent pool of well-trained agents who can handle outbound tasks effectively.