Does the Cool Binz franchise agreement specify standards for call center usage?
Cool_Binz Franchise · 2025 FDDAnswer from 2025 FDD Document
We may, with 30 days' notice to you, require that you use and pay for a call center that we authorize to answer incoming sales calls.
In addition, we have established a brand marketing fund (the "Brand Marketing Fund") for the common benefit of System franchisees. You must contribute two percent (2%) of your Gross Sales monthly to the Brand Marketing Fund (the "Brand Marketing Fee") in the manner we prescribe.
We shall have the right to modify the provisions of this Section.
We may use a portion of the Brand Marketing Fund or the monthly Technology Fee to pay or reimburse ourselves for the costs incurred in connection with the development, maintenance and update of our website.
We will provide you the business phone number and fax number to be used by the Business. This number will be forwarded to any device that you choose. As part of your local marketing, this number must be dedicated to your COOL BINZ Business. You must maintain a 24-hour answering system on this business number, use an approved script for answering calls, and you must continually list the COOL BINZ Business in the primary Internet and telephone directory servicing the Territory and, at a minimum, to maintain a trademark listing advertising your Business in the primary directory servicing the Territory
We currently offer a service through which selected phone calls to our toll-free phone number will be forwarded to you or us. In the offering of this service, we will use commercially reasonable efforts to maintain this service 24 hours per day, seven days per week, subject to acts of God or circumstances beyond our reasonable control, including power outages and the unavailability of telephone services. In the phone routing process, we use commercially reasonable efforts to route calls from prospective customers requesting service in the Territory to you. We do not guarantee that every phone call requesting service in the Territory will be routed to you. We reserve the right to modify or terminate this service at any time, in our sole discretion, including, without limitation, the right to require that all customer calls be directed through our toll-free line or any other telephone number we designate. The cost of this toll-free number and forwarding call is including in the Technology Fee. (Section 2.I of the Franchise Agreement).
Source: Item 23 — RECEIPTS (FDD pages 63–238)
What This Means (2025 FDD)
According to the 2025 Cool Binz Franchise Disclosure Document, Cool Binz may require franchisees to use a call center that they authorize to answer incoming sales calls, providing 30 days' notice. Additionally, Cool Binz offers a service where selected phone calls to their toll-free number will be forwarded to the franchisee. Cool Binz uses commercially reasonable efforts to maintain this service 24 hours per day, seven days per week, but this is subject to circumstances beyond their control, such as power outages.
Cool Binz uses commercially reasonable efforts to route calls from prospective customers in the franchisee's territory, but they do not guarantee that every call will be routed to the franchisee. Cool Binz reserves the right to modify or terminate this service at any time, including requiring that all customer calls be directed through their toll-free line or any other designated telephone number. The cost of this toll-free number and forwarding call is included in the Technology Fee.
Furthermore, franchisees must maintain a 24-hour answering system on their business number, use an approved script for answering calls, and continually list the Cool Binz Business in the primary Internet and telephone directory servicing the Territory. This ensures that all calls are handled professionally and consistently, aligning with Cool Binz's standards. These standards help maintain a consistent brand image and customer service experience across all franchise locations.