When guests text in sometimes we cannot help them with a text message. Supervisors will add them to our callback list. This will put the guest's number in a queue so the next available agent can call the guest. Below is what they look like and how to answer Callbacks.

1. Click the answer button

2. Click on the phone number of the guest, this will allow you to call the guest. There might be a slight delay from when you call to when you hear the ringing

3. If the guest answers make sure to state your name, that you are calling from Killington and that you are returning their call. Something like “Hi this is     Emma calling from Killington, you were on my callback list. What can I help you out with?”

4. If the guest does not answer leave a message, this helps us verify that we did call they were just unavailable and did not answer.  Say something like “Hi this is Emma calling from Killington, you were on my callback list. It looks like you are unavailable right now, but please call us at 800-621-6867 if you still have questions, thanks!”

5. Make sure to end the call and select a wrap-up code, so you can take the next calls