Outbound Return Call Service

Though SAS has one of the highest answer rates in the industry, with approximately 86% of calls answered in three rings or less, there may be times when callers are held in queue until an operator becomes available. In most cases, callers will hang on the line. But if they are not in a position to continue holding, SAS's 2.5 Software includes a  Call Back feature which can be activated free of charge. This feature dials callers back based on an IVR prompt, and can give you an opportunity to capture more leads before a potential customer gives someone else a try.

Here's how it works:

  • In order to utilize this feature, your account will need to be migrated to our 2.5 software. 
  • Callers will hear a recording prompting them to Press 1 for a return call, or Press 2 to continue holding for an agent. You can choose when this prompt plays (immediately after the initial greeting, if the queue is longer than 30 seconds, etc.)
If the threshold is set to anything other than Immediately, the Callback prompt will only play based off the previous caller's wait time. So, if your threshold is set to 30 seconds, and the previous caller waited 15 seconds, but the next caller is waiting for over 30 seconds, the prompt will not play.
  • If the caller presses 1, the call will drop into the queue and continue holding on behalf of the customer. Once the next agent becomes available, the system will trigger the call back.
  • The outbound script will be a duplicate of the inbound script, but with different upfront text. The operators may say something such as, "Hi, this is [OpName] from [YourCompany]. I'm sorry we missed your call a moment ago. How can I help you today?"

If you'd like to set up a Call Back feature to your account, feel free to get in touch with Customer Service, and we'd be happy to help you!

Via phone at:

  • 1-866-688-8912

Via email at:

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