What incentive would they have to develop a callback system
Well they don’t develop it, it’s a feature of whatever PBX/VoIP system they went with.
and use it, but delay the callbacks?
It wouldn’t be the first nonsensical business decision that businesses latch onto for reasons. You could ask 10 different call center employees and get 10 different reasons why. I’ve personally heard a few different reasons from inept managers, call center staff being paid min wage so they don’t care to people on the call back list get placed in a lower priority queue
I base it off the estimated hold time it tells you, IME it’s not the most accurate thing in the world, but probably won’t be off by whole hours
It just doesn’t really add up. What incentive would they have to develop a callback system, and use it, but delay the callbacks?
Well they don’t develop it, it’s a feature of whatever PBX/VoIP system they went with.
It wouldn’t be the first nonsensical business decision that businesses latch onto for reasons. You could ask 10 different call center employees and get 10 different reasons why. I’ve personally heard a few different reasons from inept managers, call center staff being paid min wage so they don’t care to people on the call back list get placed in a lower priority queue
Inept in what way? It’s an automated queue.
Don’t care about what? They aren’t manually calling people back. Their phone system lights up and they answer the call that connects.
For what reason?