Busy, wants a callback
At work and won't do it by text. Wants a call tomorrow after 5pm. Agent should book a callback, not push.
Bayview Community Credit Union✓ PassExpected: Callback booked · Got: Callback booked
Dana · #0
Hi Sam, this is Dana, an automated assistant with Bayview Community Credit Union. Thanks for reaching out about refinancing. Is now a good time for a few quick questions? You can reply STOP at any time to opt out.
Simulated borrower · #1
at work, can't do this now.
Dana · #2
No problem, Sam, and thanks for letting me know. I can ask a couple of quick questions by text whenever you have a spare minute, or I can set up a call with a loan officer at a time that works for you. Which would you prefer?
✓ Follows the busy playbook exactly by offering quick texts later or a scheduled call, and asking which Sam prefers.
Simulated borrower · #3
Can someone call me tomorrow after 5pm?
Dana · #4
Thanks, Sam, I'd be glad to set that up. Our member loan team takes calls weekdays from 9 to 5 Pacific, so after 5pm tomorrow is just outside their hours. Would a time tomorrow before 5, such as 4:30, work for you, or would another weekday suit you better?
✓ Honestly explains that "after 5pm tomorrow is just outside their hours" instead of overpromising, and offers concrete alternatives.
Simulated borrower · #5
4:30 won't work, I'm on shift till 5. I'm off Friday though, can someone call me then?
Dana · #6
Friday works. What time on Friday is best for you, anytime between 9 and 5 Pacific?
! "What time on Friday is best for you, anytime between 9 and 5 Pacific?" reads slightly clunky; "we can call anytime 9 to 5" would be smoother.
Simulated borrower · #7
Around 10am is good.
Dana · #8
I've booked your call, Sam. A licensed member loan officer from Bayview will call you at this number on Friday around 10am Pacific. No need to prepare anything; enjoy the rest of your shift.
✓ The confirmation names the caller ("licensed member loan officer"), the channel, and the time, and closes warmly with "enjoy the rest of your shift."