Services
Customer experience
Customer experience is where a Canadian brand is judged in real time, and in this country it is judged in two languages at once. A Quebec customer who reaches an English-first queue with French bolted on knows within a sentence, and a support experience that feels foreign undoes whatever the marketing promised. Corpshore Canada runs customer experience operations from Ontario, Quebec and Alberta, across voice, email, chat, SMS and social, with agents hired to a Canadian French standard rather than routed to it. The programme is built so every language queue carries the same service level, and so the work that does not have to be Canadian can flex into the global network under the same contract without the customer ever feeling the seam.
How the service works
- 1
Journey and contact-driver mapping
We start with why customers actually contact you, not with the volume they generate. That means mapping the real contact drivers, the moments where the journey breaks and the repeat contacts that a better first answer would remove. The output is a design that targets the cause of contact rather than only staffing the queue that results from it.
- 2
Channel and language design
We design coverage across the channels your customers use, with English and Canadian French carrying identical service levels rather than French treated as an overflow. Voice, email, chat, SMS and social are staffed against real arrival patterns, and the French queue is sized and calibrated as a first-class channel, not a spillover of the English one.
- 3
Ramp and calibration
Teams of one to ten are typically live within 5 to 15 business days of signature, and deployments of 20 to 100 within 3 to 6 weeks. Agents are calibrated against your quality framework in the correct language before they carry live volume, and French queues are calibrated in French by French-first quality staff.
- 4
Steady state and contact reduction
Once stable the team moves from handling contacts to reducing them. We surface the process defects and knowledge gaps that generate repeat contact, fix the ones inside the operation and bring the ones on your side to you with the evidence. Governance runs on an agreed cadence with performance split by language so a French gap cannot hide inside a blended number.
How we deliver it from Canada
Delivery is from Ontario, Quebec and Alberta, in English and Canadian French as standard, with more than thirty-five further languages available. Coverage runs business hours, extended hours or continuous, using the global network for follow-the-sun where the work suits it. Agents work in your CRM, ticketing and telephony rather than ours, so quality monitoring and reporting stay in one place.
Pilot, 5 to 15 seats
A dedicated bilingual team under a Corpshore team leader, with embedded quality and workforce management, sized to prove the model on a defined channel mix before you scale.
Established, 20 to 60 seats
Multiple teams under team leaders reporting to an operations manager, with dedicated workforce management, training and a named quality function, and per-language service levels.
Programme, 60 seats and above
A managed programme with an account director, operations managers per channel or workstream, and a blended Canadian and offshore design under one governance framework where volume justifies it.
Compliance and data handling
Operations comply with the Personal Information Protection and Electronic Documents Act by default, with Quebec Law 25 requirements applied to Quebec engagements, including consent handling, privacy impact assessment support, breach notification and retention. Recorded calls, chat transcripts and customer records are handled under your retention schedule, and where any support is provided from the global network the cross-border transfer position is documented transparently in line with PIPEDA before go-live.
Technology
We work in your CRM, ticketing, telephony, workforce management and quality tooling rather than imposing ours, so your reporting and audit trail stay intact. Where you need capability you do not have, we bring proven contact centre, quality monitoring and knowledge-base tooling and integrate it under your governance. Speech and interaction analytics are used where they earn their place in reducing contact.
How performance is measured
- Service level and average speed of answer, reported separately by language
- First contact resolution and repeat contact within seven days
- Customer satisfaction and net promoter score by channel and language
- Quality assurance pass rate against calibrated scorecards
- First response and resolution time on non-voice channels
- Average handle time, occupancy and cost to serve at the account level
Reporting runs on an agreed cadence, typically weekly operational reviews and monthly business reviews, with the analysis prepared by us rather than handed over as raw numbers. Quebec-facing accounts report French and English performance separately so equality of service is visible rather than assumed, and contact-reduction opportunities are tracked as a standing item.
Where this applies
Insurance
Policyholder service, first notice of loss intake and renewals support, delivered in Quebec French to a register appropriate for a formal insurance communication and in English to the same standard.
Technology and SaaS
Bilingual onboarding, subscription support and in-product help across chat and email, with product feedback captured and routed rather than lost inside a closed ticket.
Banking and financial services
Account servicing, card and payment support and complaint handling, with regulatory-sensitive interactions kept in Canada and a documented position on any non-adjudicative support handled from the network.
Pricing and engagement models
Customer experience is priced as a dedicated team, a managed service with volume bands and per-language service levels, or a blended Canadian and offshore model under one contract. Dedicated teams suit brand-sensitive or judgment-heavy support; managed service suits seasonal or variable volume; the blend keeps Canadian delivery for the work that must be Canadian and offshore economics for the rest.
Frequently asked questions
Is your French support actually Canadian French?
Yes. Agents are hired to a Canadian French standard and calibrated in French by Quebec French quality analysts against a framework written for Quebec French, not translated into it. Quebec customers identify a European French or translated service within a few sentences, so this is treated as a hiring and calibration requirement rather than a routing rule you can add later.
Do both language queues get the same service level?
Yes, and we report them separately so it is provable. The French queue is sized, staffed and calibrated as a first-class channel rather than an overflow of the English one. Blending the two into a single average is the most common way a French service gap is hidden, so our reporting refuses to do it.
Which channels can you cover?
We cover voice, email, chat, SMS and social, staffed against your real arrival patterns rather than a flat headcount. Non-voice channels are measured on first response and resolution time, and we design the channel mix around where your customers actually go rather than where it is cheapest to answer them.
How quickly can a team be live?
Teams of one to ten are typically live within 5 to 15 business days of contract signature, and deployments of 20 to 100 within 3 to 6 weeks. The timeline depends on channel complexity, systems access and the language mix, and we commit to a dated plan during scoping rather than a general promise.
Can we blend Canadian and offshore support?
Yes, and for many clients that is the point. Brand-sensitive, French and regulated contacts stay in Canada, while high volume support sits in the global network in Manila, Bogota or elsewhere under one contract and one governance framework. We will tell you honestly which contacts belong where rather than moving everything to the cheapest site.
What does the cost saving look like?
Cost reductions of 40 to 75 percent against equivalent in-house Canadian hiring are typical, and the honest figure depends on channel mix, language requirement and coverage model. The cost calculator on this site makes the employer burden explicit, since CPP, EI, Employer Health Tax and workspace cost are what most buyers underestimate when they compare.
Build your Canadian team
Tell us the work, the languages and the coverage you need. You will have a considered response within six hours, or book a discovery call now.
Looking for a role rather than a partner? Explore careers at Corpshore Canada