Queue Callback Calls & Script

Purpose:
Help customers faster by letting them get a callback instead of waiting on hold.

Steps:

1. After about 50 seconds on hold, the customer may choose a callback.

2. The customer keeps their place in line and does not stay on the phone.

3. When it’s their turn, you will get a callback alert.

4. The phone will ring. Answer it like a normal call.

5. When the customer answers, say this greeting:

“Hi, this is [your name] from Frank Gay Services on a recorded line, returning your callback request.”

Why this helps:

• Shorter hold times

• Happier customers

• Calls are still handled in the right order