EZO Contact Center Answering Service Onboarding Form - EZO Contact Center

EZO Contact Center
After-Hours Answering Service
Client Onboarding Form

Please complete this form to provide the information required for EZO Contact Center to effectively manage your calls and support your customers.

Company Name *

Business Address *

Company Website *

Primary Contact Name *

First

Last

Primary Contact Title *

Primary Contact Phone *

Primary Contact Email *

Secondary Contact Name *

First

Last

Secondary Contact *

Secondary Contact Phone *

Secondary Contact Email *

Secondary Contact Position/Relationship *

Business Hours *

Please list regular business hours at your business Mon-Sun and holidays if applicable.

Service Area *

Please list the cities and counties you serve.

Services Offered *

Plumbing
Drain Cleaning
Water Heater Repair
Water Heater Installation
Tankless Water Heaters
Sewer Repair
Sewer Camera Inspection
Leak Detection
Repiping
Well Pumps
Sump Pumps
Gas Lines
Commercial Plumbing
Residential Plumbing
Other

Please check all that apply

If other was selected in the previous question, please elaborate here

Do you provide 24/7 Emergency Service? *

Yes
No

If yes, which situations qualify as emergencies?

Burst Pipe
Active Water Leak
Sewer Backup
No Water
Gas Leak
Overflowing Toilet
Water Heater Failure
Other:

If other was selected in the previous question, please elaborate here

In case of an emergencies, who should be contacted? *

Primary Contact
Secondary Contact
Other

If other was selected in the previous question, please elaborate here

Preferred Contact Method

Call
Text Message
Email

Maximum number of attempts before moving to next contact *

If a customer has an emergency:

Immediately contact on-call technician.
Collect information first, then notify technician.
Other

If other was selected in the previous question, please elaborate here

If NOT an emergency:

Complete Intake Form for next business day.
Other

If other was selected in the previous question, please elaborate here

Information to Collect

Customer Name
Company (if applicable)
Phone Number
Alternate Phone
Email
Property Address
City
ZIP Code
Problem Description
How long has issue existed?
Water Shut Off?
Any flooding?
Is property occupied?
Preferred callback time
Other

If other was selected in the previous question, please elaborate here

FAQ: Do you charge a service fee? *

FAQ: Do you provide free estimates? *

FAQ: Do you service commercial properties? *

FAQ: Do you offer financing? *

FAQ: Any promotions? *

Will EZO schedule appointments? *

Yes (Dedicated Agent)
No

If yes, please elaborate the following: Scheduling Software: Login Information (if applicable): Available appointment times: Average service duration:

Preferred Greeting *

Example: "Thank you for calling Mastery Plumbing. This is Sarah with the after-hours answering service. How may I assist you?"

question, If selected

Anything agents should always say?

Anything agents should never say?

Escalation Exceptions

Please let us know of any escalation exceptions made for VIP Customer, Builders, property Managers, Warranty Comapnies, Municipal Accounts, or any others

Billing Contact *

First

Last

Billing Address *

Billing Email *

Billing Phone *

Preferred Invoice Delivery

Email
Mail

Which phone service is used for your company *

This is the phone system your customers call

Does this service have call forwarding?

Yes
No

Anticipated Go Live Date

Special Instructions

Please provide a list of Questions that you would like asked to customers, specify whether each are required or optional.

Electronic Signature *

First

Last

Client Approval: I certify that the above information is accurate and authorize EZO Contact Center to provide after-hours answering services according to these instructions.

Date *