No response from the customer

When you receive a new call and there is no customer on the line:

Repeat your greeting 3 times. If no answer: “If you can hear me, please call us back. I will now disconnect the call”.

Long hold time

If a customer asks you to wait, you may hold up to two minutes.

After two minutes, attempt to get the customers attention. “Miss (Customer), may I help you with anything else?

If unsuccessful, state the following “On hold for more than two minutes, I will now disconnect the call”.