C2TALK · ENGLISH & FRENCH AGENTS

Bilingual call overflow support for Canadian businesses.

Busy periods can leave your internal team with more calls than it can comfortably handle. C2Talk helps you plan additional customer support for overflow and seasonal peaks, with English and French coverage matched to your needs.

Discuss your requirements 1-888-999-7029

THE RIGHT STARTING POINT

When this service fits

For teams facing demand spikes, seasonal activity or changing schedules. We discuss the volume and timing of the extra work, then define how callers reach C2Talk and when an enquiry returns to your team.

What we can help you handle

Overflow routing

Agree on the queue rules and handoff that send additional calls to the support team when the planned threshold is reached.

Seasonal coverage

Prepare procedures and training for known busy periods, with staffing and availability confirmed for your project.

Extended-hours requirements

Discuss evenings, weekends or other service windows. Coverage is agreed in the project scope rather than assumed to be available at every hour.

PREPARE FOR OUR FIRST CONVERSATION

A clear scope before launch.

Bring your busiest periods, contact volumes by time of day, target response times and the tasks overflow agents should handle. Your existing routing and escalation rules help us plan the handoff.

We then agree on workflows, training, access, escalation rules and the measures to track. Genesys Cloud routing and reporting support the service within the agreed scope.

YOUR QUESTIONS

Before you get started

Can we keep our main customer service team?

Yes. Overflow coverage can complement your internal team. We define the routing, responsibilities and information shared between teams.

Is 24/7 coverage automatic?

No. We can discuss extended-hours or 24/7 requirements, but availability, staffing and hours must be confirmed for your project.

How do agents represent our brand?

The launch plan includes your procedures, approved information and brand tone. Escalation rules help agents know which requests they can resolve and which need your team.

Let’s talk about your customer support.

Based in Montréal, C2Talk helps Canadian businesses define customer support around their customers, English and Canadian French language requirements, and operating hours.

Tell us about your project