Why We’ve Kept AnswerPlus Canadian Owned & Operated For Over Six Decades and Counting

What does it mean to be a truly Canadian service provider? It goes beyond a local mailing address or slapping a maple leaf on your website.

For us at AnswerPlus, it means staying deeply connected to the people and businesses we serve, understanding their unique challenges. From industry regulations to customer expectations, we know what it takes to support Canadian businesses because we are one. 

Over the past six decades, we’ve seen many answering services make similar claims—only to outsource key operations offshore. But we’ve stayed 100% Canadian-owned and operated, every step of the way. And that choice makes a difference. Here’s why. 

Our Canadian Roots

The values that guide us today at AnswerPlus can be traced back to our founder, Dolly Lloyd. In 1961, Dolly, a single mother of seven, scraped together $800 to build AnswerPlus from the ground up. From a snug 9’ x 9” windowless office in downtown Hamilton, Ontario, she lived and worked 14 hours a day for ten months until she could hire her first employee.  

Dolly had a remarkable talent for recognizing what made people shine. Long before hiring tools were a thing, she sought out qualities that weren’t listed on resumes—empathy, resilience, and a passion for helping others.

She also noticed a fascinating trend. Many of her best operators came from Canada’s Maritime provinces. Their large close-knit family structures and strong sense of community often meant they were calm under pressure, skilled at multitasking, and naturally empathetic. Dolly wasn’t focused on finding the closest telephone operators, she was focused on finding the best ones.

Today AnswerPlus spans six offices across Canada and is owned and operated by Dolly’s granddaughter, Dana Lloyd. While the tools we use have evolved, Dolly’s approach remains at the heart of our operations. We still hire for both skill AND heart, and every member of our team remains proudly Canadian-based.

We’ve Earned Your Trust Like Neighbours, Not Vendors

Supporting over 1,500 businesses across North America, our role goes beyond providing great service. We have the privilege of making people feel safe and heard, reminding them they matter, and making their lives just a little easier.

We know that our people are our greatest asset. Being fully based in Canada means we naturally understand:

• Regional dialects and bilingual communication: From coast to coast, we’re fluent in the nuances of how Canadians communicate.
  
• Business etiquette norms: We get the tone and professionalism Canadian businesses expect.
  
• Local emergency and holiday protocols: Whether it’s a snowstorm or a statutory holiday, we know how to handle disruptions with care.

These aren’t just details — they’re part of what creates seamless, authentic interactions. While offshore teams may try to replicate this, they can’t replace the value of a local partner who operates like a neighbour, not a distant vendor.

Transparency = Service Integrity

When companies say they’re 100% Canadian, that doesn’t always mean what you think. Many still route overflow calls to offshore partners—and that has real consequences.

• Weather Vulnerabilities: If a major storm or disaster happens in offshore locations like Manila or Mumbai, their backup support is compromised, and your service suffers.
  
• Time Zone Gaps: Customers in Canada expect quick responses. If your provider relies on agents halfway across the world, delays are inevitable.
  
• Cultural and communication barriers: Small things—like understanding regional expressions, pacing, or expectations for customer service—can make a big difference in how a call feels to your customers.

Transparency matters. If an answering service isn’t up-front about where your calls are actually being answered, that’s a red flag. The nuances of service delivery—who’s answering your calls, where they’re located, and what backup plans are in place—make a big difference in business continuity.

Built-In Geographic Resilience

AnswerPlus has offices strategically located across Canada, in Hamilton, Toronto, Montreal, Cornwall, Woodstock, and Edmonton. This means if one region experiences an emergency (like an ice storm in Ontario or a wildfire in Alberta), calls can be seamlessly routed to another fully operational location. 

While single-location providers scramble, our geographic spread ensures your service stays uninterrupted—because Canadian weather shouldn’t dictate your reliability.

True Bilingual Service

There’s a huge difference between “functional” French and truly understanding Québécois French. 

At AnswerPlus, we don’t just translate scripts—we have dedicated trainers, QA specialists, and agents who are native Québécois speakers. This means we understand the cultural and linguistic nuances that set Quebec apart, from the way customers expect to be addressed to the small details that create a smooth, professional interaction.

Setting The Standards For Call Management Excellence

Not all answering services are created equal. In Canada, CAM-X sets the benchmark for quality in our industry. Founded in 1964, CAM-X ensures that providers like us meet the highest standards for responsiveness, customer care, and operational excellence. Unlike international organizations, CAM-X is focused specifically on the Canadian business landscape.

As a long-time CAM-X member and award winner, AnswerPlus holds itself to the highest industry standards. This means:

• Consistently earning CAM-X Awards of Excellence for our service quality
• Regularly training and certifying our agents to meet CAM-X’s rigorous performance metrics
• Staying ahead of industry best practices to ensure our clients receive nothing but the best

Investing in Canadian Communities

Our dedication to being 100% Canadian-owned and operated is a commitment to the communities we call home. By investing in local talent and infrastructure, we create jobs and stimulate growth right where our customers live and work. We’re proud to contribute to the fabric of Canadian society by supporting a wide network of Canadian businesses, partnering with local community organizations, and giving back whenever we can.

Your Data Stays in Canada—Where It Belongs

Many businesses don’t realize that when they work with offshore call centers, their customer data is often stored in other countries—where privacy laws may be weaker or less enforceable. 

With AnswerPlus your data stays within Canada and is handled according to Canadian privacy laws and regulations such as PIPEDA (Personal Information Protection and Electronic Documents Act) and FOIP (Freedom of Information and Protection of Privacy).

When you work with AnswerPlus, you’re not just choosing a local answering service.  You’re opting for enhanced control and security of your data, giving you peace of mind that customer information is protected by some of the best privacy and security standards available.

Why It All Matters

Being a truly Canadian company isn’t just about where we’re headquartered. It’s about how we operate, who we hire, and the experience we provide. When you partner with AnswerPlus, you’re choosing a service provider that feels like part of your team—because, in every way that matters, we are.

So the next time you see a company claiming to be “100% Canadian,” ask the important questions. Where are your calls actually answered? What happens when disaster strikes? And how well do they really understand the unique needs of Canadian businesses?

At AnswerPlus, we’ve been proudly answering those questions—for over 63 years and counting.