Having worked with a number of IVRs in the past , I find it strange that callback is offered/played straight after our main greeting. Imagine being a customer calling and hearing a welcome message immediately followed by - if you'd like us to call you back press 2.
In my experience you would expect and want to offer call back as an option on extended hold not upfront. Is this too crazy a concept? To be fair, the service team have sugguested a work around but I don't really want to introduce an IVR and should not have to "hack" it by recording around it.
Can you please consider developing Talk so we can introduce the callback option within hold?