FAQs

The setup time depends on the complexity of your account. For a standard account, once we have all your information, we can typically have your account live within one week. More detailed setups such as multiple departments, on-call rotations, or custom scripting may take a little longer to ensure everything is configured correctly before your first call.

Once you receive your quote, we’ll send you a setup form. This form collects everything we need — basic business information, contact names and numbers, escalation lists, and your preferred message delivery method. Once completed, our team begins building your custom account.

Yes! You can forward your existing office line or cell phone directly to the forwarding numbers we provide.

No, at this time we do not offer a free trial.

You can review our Terms and Conditions here.

You’re in full control of when your line is forwarded to us. You can forward full-time, after-hours, on weekends, or only when you need overflow support.

Yes! Connections Call Center answers your phone calls 24-hours a day, 365 days a year, without any exceptions!

When a call comes in, it’s automatically directed to your dedicated account in our system. Our agents instantly see your personalized script and instructions on-screen, ensuring they always know exactly what to say and how to handle each call.

Absolutely! Every greeting, message, and instruction can be fully customized to your preferences. You can update your script at any time as your business evolves.

Yes. Our agents are trained to follow your detailed emergency or escalation procedures — paging on-call staff, contacting managers, or dispatching urgent service calls based on your instructions.

Yes. Every member of our team receives ongoing training and performance monitoring to ensure each call is handled with professionalism, accuracy, and genuine care.

Yes, we provide detailed reports so you can keep track of your call activity. Reports can be delivered daily, weekly, or monthly.

The cost of service varies based on your call volume and the level of support you need. We’re happy to provide a personalized quote once we learn more about your business.

Minutes refer to the actual time our agents spend working within your account.

Not a problem — most new clients don’t. We’ll help you estimate your call volume and create a plan that fits your business. As we track your usage, we can adjust your plan to fit your needs.

Minutes do not roll over month to month. Your plan is designed to match your typical usage, but we can adjust your plan at any time to best suit your business needs.

No, we only charge for the time our agents are actively doing work within your account.

No. There are no extra fees for after-hours or weekend calls. Your rate stays the same whether it’s 2am on a Saturday or 9am on a Tuesday.

No! No long-term contract is required. We believe strong service builds strong relationships, and we’re confident you’ll stay with us as long as we continue to deliver the quality you deserve.

Yes! Our pricing is based on your call frequency and message requirements, making our service a cost-effective solution for small businesses.

Connections Call Center is a Canadian-owned and operated, third-generation family business. We take the time to learn about your company, your callers, and your values, ensuring every call feels like an extension of your team.

We’ve been proudly serving businesses since 1990. With more than 35 years of experience, we continue to provide reliable, friendly, and professional support. Visit our About Us page to learn more.

Yes! We consistently earn industry awards from ATSI and CAM-X for excellence in customer service. You can learn more about our recent achievements on our Awards page.