Having agents set aside for callbacks is counter-productive a bit. If we had available agents, we would put them in the queue so they could answer the calls so people wouldn't have to take callbacks.
We do have an outbound team which action ticket callbacks and such... This way, we are not tying down associates that are answering calls.
Its a good idea, but at this point, we just need as many people on the phone...--
Director of Service Delivery
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