Optima has more than 30 years of continuity and growth. Continuity in client relationships and in our staff. We believe this is unique in the contact centre business. Let us show you what this continuity means for you.”

DON MACLEOD – President

Who We Are

Founded in 1992, Optima is a business services provider specializing in complex customer service outsourcing with a focus on utilities and financial services.

Over the years, Optima has developed a reputation for excellence in our target industries. We have built the most loyal and long-standing group of client relationships in our industry. These include five major utilities with customer bases as small as 60,000 to over 1,000,000.

Today we handle millions of customer contacts annually, including 3,000,000+ for electricity and water utilities clients alone. We operate as both sole service provider and as compliment to in-house resources and offer on-site, hybrid, work from home service models.

Obviously, solutions for each client vary according to their specific needs. But what every client gets is a committed Optima team that builds and maintains optimal relationships from the moment customers or prospects pick up the phone, open a web-chat, or send an email. We continuously build on our success by learning from each day’s customer interaction.

100% of Optima staff is located within North America.

Our Mission

Optima Communications is dedicated
to being the best at delivering optimum results
through quality customer contact
with value-added servicing to a select a group
of long-term clients.

What We Do

In the simplest terms, we help clients find, connect with, retain, and grow relationships with customers through interactive channels and multiple touch points. We do this maintaining, and even growing, your brand integrity.

The end result: up to 50% savings in customer service costs compared to in-house options, while delivering world-class customer interaction.

Technical Support

Contract/Subscription Renewals

General Customer Support

Specialized Fulfillment
& Written Correspondence

Customer Surveys/Research

Front Office Admin

Back Office Admin

Database Services
& Analytics

Pre-Sales Services

New/First Sales

Post-Sales Services

Benefits of Outsourcing

  1. Up to 50% in cost savings compared to building an in-house contact centre or scaling current in-house resources to new markets or languages.
  2. Quick scalability with virtually no limits.
  3. We operate exclusively from inside Canada and the United States. No near-shoring or off-shoring of services. In-market Optima sites can be created.

What Our Clients Say

“Optima is a true partner, seamlessly integrating as part of our operations, with a drive for performance that consistently exceeds expectations.”

Director, Customer Care, major Canadian energy utility

“I have heard many outsourcers use the word ‘partnership’ before, but after working with Optima, I truly believe that they are 100% committed to what is best for our company!”

VP Sales, Canadian telecommunications company

“We’re committed to customer service that is straight-forward, human and knowledgeable–that’s what Optima delivers day after day. And for years now.”

Senior VP, major Canadian bank

“We can always count on Optima to deliver a consistent high quality of service, meet our service metrics and be a true partner.”

Associate Director, Client Services, major financial services corp.

“Your team bent over backwards for us . . . I am writing to thank your team (BIG TIME!) for the quick and decisive action taken to satisfy our needs.”

Marketing & Sales Executive, major financial services corp.

“Hats off to the Optima Team! I want to personally thank each and every one of you for working so hard to make our recent campaign such a success. Together, our leaders and the Optima team continue to raise the bar higher and higher. As a result, this was one of our biggest seasonal campaigns ever!”

VP, Direct Distribution, major life insurance company

Ready to Talk?

Do you have a business challenge or opportunity we can help with?