FAQ's - General
OLS provides Customer Service Solutions that utilize Customer Contact Operation Centers to clients across North America. Please click on the links to the right for some of the key features about our business and us or see frequently asked questions below.

Who is OLS?
What does OLS Do?
What Services does OLS Offer?
What is a Customer Service Solution?
What is OLS's Technology Infrastructure?
Where is OLS Located?
What does OLS Charge for their Services?
What is the process to obtain a proposal from OLS?
What size programs does OLS handle?

Who is OLS?
Established in 1996, OLS is a privately owned and operated Canadian Customer Service Solutions Provider. OLS once recognized for its strong technical support heritage alone, has evolved over the years into a full service Customer Service Provider, to meet and exceed the requirements of an ever changing market. [back to top]

What does OLS Do?
OLS offers a complete range of Customer Service Solutions, tailored to each of our client's requirements, which assist our clients in improving customer retention and growth, while reducing the cost of delivery. Our business foundation principles of Profitability, Efficiency and Brand Loyalty, combined with our three operating principles of Quality, Value and Flexibility in our dealings with both clients and our People, have been paramount to our success.
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What Services does OLS Offer?
OLS offers a suite of tailored Customer Service solutions to meet our client's individual requirements. At OLS we work with our partners in addressing their needs for providing services for Customer Care; Technical Support; Sales and Customer Retention. You can visit our Product and Services page to view a more comprehensive list of our services.
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What is a Customer Service Solution?
A Customer Service Solution is the culmination of various Processes, Technologies and People that effectively manages an organization's day to day interactions with their clients. Once implemented, a company will ideally benefit by having improved customer loyalty, reduced cost of delivery and the ability to focus on their core competencies. In addition, once a company has implemented a Customer Service Solution, they then have the flexibility to quickly and effectively modify or add any number of services to assist in quickly responding to customer requirements, new programs/promotions and market trends. [back to top]

What is OLS's Technology Infrastructure?
OLS utilizes several industry standards solutions to meet our client's specific requirements. At the heart of our operations OLS uses state of the art Avaya PBX systems to handle calls, which allows skill based routing, computer- telephony integration (CTI) and next available agent functionality to lower call handle times. Call Monitoring solution, such as NICE, allows for call center quality control and liability concerns to be easily satisfied. Calls can be recorded and graded, or can be listened to real-time. On the topology front, OLS has dedicated broadband connections, and redundant backup network feeds which minimize downtime. [back to top]

Where is OLS Located?
Our Corporate headquarters is located in Charlottetown, Prince Edward Island, Canada. We have various operational sites located throughout Canada, if you would like to contact us, please go the Contact Us link. [back to top]

What does OLS Charge for their Services?
Pricing models will vary depending on a customer's requirements. We have a knowledgeable Business Development team that will work closely with you to assess your company's Customer Service requirements. Together we design a pricing model that best meets your Customer Service needs, factoring in the type of service that is required, call volumes, patterns, whether dedicated queues and scripting are a requirement as well as the service levels you wish to consistently obtain. [back to top]

What is the process to obtain a proposal from OLS?
You may go to the online Business Development Online Information Request Form, complete and submit your request and a representative will contact you within one business day. You may also contact our head office through the contact us link and you will be transferred to a Business Development Representative. [back to top]

What size programs does OLS handle?
OLS is able to handle projects of varying degree; we have the capabilities to handle projects requiring 10-500 seats and beyond with proper planning and time frames established. We are pleased to currently offer communication in two languages; English and French.
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