CanadaDirect

CanadaDirect runs call centres that handle customer calls on behalf of other companies, acting as an extension of their in-house teams. It works on both inbound and outbound phone programmes, for business and consumer audiences, and pairs agents with its own Voice Assistant Solution (VAS) technology.

Products and services

• Inbound customer care: answering customer calls with a focus on resolving issues on the first contact.
• Outbound calling: B2B and B2C campaigns for sales, lead generation and qualification.
• Voice Assistant Solution (VAS): a system combining live agents with technology to keep calls on script and compliant.
• Sales on inbound calls: turning incoming calls into upselling and cross-selling opportunities.
• Collections and verification: soft collections and ID verification campaigns.

Clients

Clients in telecom and wireless, financial services, home, car, travel and personal insurance, and fundraising for non-profit associations.

Key facts

• Technology: Voice Assistant Solution (VAS)
• Compliance: works to PCI requirements for handling cardholder data