The Business Perks of a Bilingual Answering Service
Canada’s bilingual market is growing fast. Nearly 1 in 4 businesses now offer at least one type of service in French and English. This trend is also reflected in the job market: businesses that offer at least one type of bilingual service represent 41.0% of all jobs in Canada’s private sector.
In a country where both French and English are officially recognized and spoken widely, bilingual service isn’t just an added perk—it’s strategic.
Whether a customer is calling in from Quebec, Ontario, or another province, a bilingual answering service provides a welcoming and seamless experience. For many organizations, bilingualism is essential not only to communicate effectively with customers but also to build stronger relationships with employees, suppliers, and local partners.
In this blog, we’ll break down why bilingual call answering is about more than just good service—it’s a smart business move that can enhance customer loyalty, expand market reach, and even lower operational costs.
1. Expand Reach and Build Trust in Key Markets
Language barriers can be one of the biggest obstacles for businesses attempting to grow in diverse markets.
People tend to prefer engaging with teams that speak their language—not only for ease of communication but also for the trust that it fosters. In today’s market, that can make the difference between a one-time caller and a repeat client.
One of the most powerful advantages of offering bilingual service is the ability to tap into a wider audience. Approximately 22% of the Canadian population speaks French as their first language, which translates to about 8 million people. That’s a sizable market that many businesses may be overlooking.
Consider this: Many international companies view Canada as a gateway to North American markets. By offering bilingual services, your business becomes an attractive partner for global enterprises looking to establish a presence in both English and French-speaking regions.
2. Reduce Communication Friction
When customers encounter a language barrier, even minor issues can feel like major roadblocks.
Think about it – we’ve all been there regardless of what language we speak. There’s nothing more frustrating than getting bounced around from one support rep to another, especially when you’re not getting any answers.
A recent survey found that 62% of customers are more likely to tolerate product issues if they can receive support in their native language. Further, 58% of respondents even said they’d be willing to wait longer for help if it were provided in their language of choice.
With true bilingual support, your business can handle higher call volumes while offering a better customer experience.
Imagine a French-speaking customer calling with an issue. Instead of being put on hold or transferred, they simply ‘press 2’ to connect with someone who speaks their language. This not only speeds up resolution and improves satisfaction, but also reduces unnecessary call backs, saving valuable time and resources.
3. Boost Customer Retention and Loyalty
A business that provides support in both French and English sends an immediate message to customers: their experience matters.
A remarkable 70% of end-users report feeling more loyal to companies that provide support in their native language. This is especially true for bilingual Canadian consumers, who view language as more than just a convenience—it’s a core part of their identity.
The stakes are particularly high in predominantly French speaking areas. 40% of French speakers surveyed in the Greater Montreal Area said they would abandon their purchase if they weren’t served in their language. The data collected estimates that these customers represent a market worth nearly $1.1 billion.
Not all French is the same, and Québécois French has its own unique accent, pronunciations, and sometimes questions are asked differently. These linguistic nuances are more than just small details – they make a big impact.
Offering bilingual service in not just French, but Quebecois French, shows your Canadian customers you respect their identity and their time. That particular type of loyalty drives repeat business, brand advocacy, and the type of positive word-of-mouth that money can’t buy.
4. Gain a Competitive Edge in Your Industry
Bilingual support doesn’t just meet a need—it creates the perception that your business is larger, more established, and capable of serving a diverse audience.
In Canada, nearly half of large businesses (49.5%) offer bilingual services, compared to just 17.1% of small businesses with 1 to 4 employees. With 98.1% of businesses in Canada being small businesses, this means the majority aren’t leveraging bilingual services to stand out—creating a huge opportunity for those who do.
By offering bilingual service, you’re doing what many of your competitors aren’t. Think about it from the customer’s perspective: they’re evaluating a few options, and yours is the only business with bilingual support. Instantly, you stand out. You’re not just telling customers you’re available for them; you’re proving it.
It’s a simple yet powerful way to differentiate your business, project a professional image, and build trust with a broader customer base.
While offering bilingual service might seem like an added expense, with an answering service it can actually lower overall costs in the long run.
Finding qualified bilingual staff in Canada is no easy task. The supply of French-speaking professionals, particularly outside of Quebec, is limited. This scarcity drives up wages for bilingual employees and makes hiring more time-consuming and expensive. The challenge is so pressing that the Canadian government recently introduced special immigration pathways to attract bilingual talent.
By outsourcing to a bilingual answering service, your business bypasses these hiring headaches. There’s no need to spend months recruiting, onboarding, and retaining bilingual talent or paying a premium for their skills.
Instead, you gain on-demand access to trained professionals who can deliver exceptional service in both English and Québécois French. That means no need for translation services or call transfers, both of which can drag down productivity and inflate costs.
How to Pick The Best Bilingual Answering Service For Your Business
A bilingual answering service can expand your reach, boost customer loyalty, streamline operations, and even reduce costs. But getting these benefits depends on choosing the right service. Here’s what to look for:
No Extra Fees for Bilingual Support: Some providers charge extra for bilingual support—make sure your service doesn’t treat bilingualism as a premium feature.
Rigorous Hiring Standards: Ask about the service’s hiring and training processes to ensure they employ highly qualified bilingual agents.
Centralized Call Handling: Avoid services that transfer calls in different languages to third-party providers or other centers. A unified team ensures better quality and less confusion.
Customizable + Scalable Service: Look for a provider that allows you to customize scripts, greetings, and workflows to fit your needs. Make sure they offer scalable solutions that can grow with your business.
24/7 Availability: If your business operates across different time zones than your customers, or receives calls outside of regular operating hours, 24/7 support ensures you’re always accessible.
Specific Language Expertise: If you require a particular dialect, such as Québécois French, make sure the service can accommodate your needs.
Choosing the right bilingual answering service isn’t just about finding a solution—it’s about finding the best solution for your customers and your business.
In Canada, bilingual service is more than a courtesy; it’s a powerful competitive advantage. It demonstrates your commitment to inclusivity and professionalism while meeting customers where they are. Beyond customer satisfaction, it can also pave the way for strategic partnerships, both locally and internationally.
Take the time to evaluate your options thoroughly. Your customers’ first impression may depend on it.
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