---
title: "Why urSwim Gives New Franchisees Two Years of Contact Center Support"
url: https://burnaze.com/article/0b5c9bf9-4910-4517-8045-6660fe7b245d
source: "1851 Franchise"
original_url: https://1851franchise.com/urswim/two-years-contact-center-support-2732607
category: "Education & Childcare"
industry: "Education & Childcare"
published: 2026-07-16T21:16:00.000Z
modified: 2026-10-31T15:32:04.943Z
image: https://newimage.1851franchise.com/cdn-cgi/image/quality=85,format=webp,width=1280,height=720/story/featureImage/1784238408_feature.png
---

# Why urSwim Gives New Franchisees Two Years of Contact Center Support

**TL;DR:** urSwim, a mobile swim instruction and pool management franchise, provides new franchisees with two years of contact center support to help them gain traction in the critical startup phase. The support includes handling inbound leads and responding to customer inquiries, with the contact center fee waived for the first 24 months.

*originally published in 1851 Franchise on 2026-07-16. [Read the original](https://1851franchise.com/urswim/two-years-contact-center-support-2732607).*

## Key facts

- urSwim provides 2 years of contact center support
- New franchisees pay no contact center fee for 24 months
- urSwim generates revenue from 3 primary areas

## Story

The first two years of operating a new business often determine how quickly an owner gains traction. Every missed phone call or delayed response can mean a lost customer, especially in a service business where prospective clients are often contacting multiple providers. Recognizing that challenge, urSwim, the six-unit mobile swim instruction and pool management franchise, includes a built-in support system that many franchise brands leave to the franchisee.

According to Note 8 of Item 6 in the company's Franchise Disclosure Document, every new urSwim franchise must use the company's designated contact center for its first 24 months of operation. The contact center handles inbound leads generated through paid marketing, responds to customer inquiries and works to convert those inquiries into booked trial lessons.

While the FDD establishes a Contact Center Fee that is currently set at $50 per booked trial lesson, urSwim waives that fee entirely during a franchise owner's first 24 months in business. After that period, franchisees can choose whether to continue using the service for the then-current fee or manage those responsibilities themselves.

## Business model support

The contact center is designed to free franchise owners to spend more time on activities that build the business. That includes recruiting instructors, developing relationships with commercial partners, expanding local marketing efforts and delivering swim instruction instead of stopping throughout the day to answer every incoming inquiry. The support also complements urSwim's broader franchise model.

"We're giving them the tools on how to execute," founder and CEO Marina Mentzel said. "We support them through the education process, help identify leads in their territory and, in some cases, we're boots on the ground helping facilitate those conversations."

Unlike many swim schools, urSwim generates revenue from three primary areas: at-home swim instruction, year-round swim programs, and commercial aquatics services, including pool management, lifeguard staffing, and custom swim programming. Those commercial opportunities often involve longer sales cycles, proposals and board approvals, making it even more valuable for owners to have support handling inbound consumer inquiries.

"We have three really distinct verticals that, based on the franchise's territory and with our guidance, we'll be able to curate a really great plan on what makes sense in terms of rollout and which lever they should pull when," Mentzel said.

## Growth strategy benefits

By waiving the contact center fee for the first 24 months and handling inbound paid marketing leads, urSwim gives new franchise owners more time to focus on building relationships, serving customers and growing their business during the critical startup phase.

"Our thesis from the beginning was about meeting our customers where they needed us," Mentzel said. "There's plenty of existing pool space that just needed to be maximized."

By combining that operating model with two years of complimentary contact center support, urSwim gives new franchise owners additional operational support during the period when establishing customers, building local partnerships and creating consistent revenue matter most.

## Entities

- 1851 Franchise (publication)
- franchise support (topic)
- Education (sector)
- business model (topic)
- Marina Mentzel (person)
- urSwim (company)
- contact center (topic)

---
Originally reported by 1851 Franchise (https://1851franchise.com/urswim/two-years-contact-center-support-2732607). Summarized by Burnaze (https://burnaze.com/article/0b5c9bf9-4910-4517-8045-6660fe7b245d).