Turnkey Call Center New Client Onboarding for Service Businesses

Client Contact Information

Primary Contact First & Last Name *

Primary Contact Phone Number *

Primary Contact Email *

Would you like to provide alternate contact information? *

Alternate Contact First & Last Name

Alternate Contact Phone Number

Alternate Contact Email

Turnkey Call Center Service Information

When do you plan to have our team handle your calls? Please select the option that best fits your needs: *

24/7

Nights, Weekends, & Holidays Only

Daytime Overflow + Nights, Weekends, & Holidays

Other

Tell us when you plan to send calls our way:

How would you like to be notified of a new call? *

SMS

Both Email & SMS

List the email address(es) to send new call email notifications to:

List the phone number(s) to send email notifications to:

New Intake Information

Information to Collect for New Project/Service Calls

We collect the following information on all new project/service calls:

First & Last Name
Address
Phone Number
Email Address
Type of Project/Service Call
Details

Please select any other information you would like us to collect during new project/service calls: *

Please list any other information you would like us to collect from the caller:

Do you want us to disqualify leads based on certain requirements? *

Yes, we want your team to disqualify leads

No, send all calls and we will disqualify if necessary

Please list all items that would disqualify a lead (IE- out of service area, don't service certain equipment, etc):

Our team is able to schedule new service calls and in-home estimates for qualified leads. However, it does require you to provide a link to your schedule. If we are not scheduling, we will tell the caller that the scheduling team will follow-up with them.

Would you like us to schedule new services calls/project estimates? *

Yes, please schedule qualified leads for an appointment

No, our team will handle scheduling

Would you like us to ask the caller for their availability for appointments?

Yes

No, our team will handle all scheduling

Please provide a link to your schedule where our team can book appointments:

After we schedule, will you be following up to confirm details and appointment time?

Yes, we will follow-up

No, our system does that automatically

In what timeframe will you follow-up during business hours?

In what timeframe will you follow-up afterhours, weekends, and holidays?

Follow-Up Response Time for New Project/Service Calls

Our team will provide callback expectations to the caller at the conclusion of each call. For example, our team will say "someone from our scheduling team will be following up with you in 60 minutes to schedule a time for a technician to come out." Please provide the callback expectations below.

New Intake: In what timeframe will you follow-up during business hours? *

New Intake: In what timeframe will you follow-up afterhours, weekends, and holidays? *

New Intake: Any additional response timeframes you would like to include?

Information to Collect for Message Only Intakes

For any call that is not a new project/service call, our team will take a basic message only intake and send it to your team for follow-up. We collect the following information for message only intakes:

First and last name
Phone Number
Message

Would you like us to collect any additional information for message only intakes? *

Yes

What other information would you like us to collect for message only intakes?

Follow-Up Response Time for Message Only Intakes

Please list the callback expectations we can provide to the caller at the conclusion of message only intake calls.

Message Only: In what timeframe will you follow-up during business hours? *

Message Only: In what timeframe will you follow-up afterhours, weekends, and holidays? *

Message Only: Any additional response timeframes you would like to include?

Additional Information

Please list any additional information you would like to provide regarding the intake process:

Business Information

We use the following information to create comprehensive support documentation to help us understand your business and better assist your customers. Please complete each section with as much detail as possible.

Please Provide a Brief Description of Your Business: *

Business name as it should be said when answering the phone: *

Primary Office Location

Do you have any additional office locations? *

Please list all additional office locations including address and phone number (if different from your primary business line):

Primary Business Phone Number

Company Slogan/Tagline (If any)

Business Type (family-owned, franchise, etc.) *

Key Company Differentiators/Selling Points

States/Counties/Regions Served *

Any notable exceptions or limitations to your service area? *

Services Offered

Please list all primary services your company offers. For each service category, please include:

Service Category Name
Specific Offering Under This Category
Any Special Notes/Features
Pricing Structure (If this can be discussed with the customer)

Are there any services typically offered in your industry that your company does not provide? *

Do you charge a service fee, trip charge, or diagnostic fee that should be explained to callers? *

Please provide the details of the service fee, trip charge, or diagnostic fee so we can communicate it clearly to callers:

Frequently Asked Questions

To help our agents assist your callers effectively, please provide a list of common questions your customers typically ask — along with the answers you’d like us to give.

Examples might include:

“Do you offer emergency service?”
“What areas do you service?”
“How soon can someone come out?”
“Do you offer free estimates?”

The more details you provide, the better we can represent your business and help your callers confidently

Frequently Asked Questions About Your Company:

Frequently Asked Questions About Your Services:

Frequently Asked Questions About Your Pricing:

Frequently Asked Questions About Your Scheduling:

Frequently Asked Questions About Your Warranties or Guarantees:

Any Additional Frequently Asked Questions:

Additional Information or Resources

Is there anything else you’d like to share with us to help our team better represent your business?