Do you run a call center? Do you sometimes experience unusually high call volume? Every time I call for support I get unusually high call volume which makes me think that it is not so unusual. If you have fewer reps, they will be sitting around with nothing to do.
But, it might be easier for the customer to request a call back. Of course, you never know if and when the call back will happen. It’s better than being on hold for forty-five minutes. Your reps might like it better as that relieves the pressure of answering call after call without taking breaks and recollecting.
So, is it worth it? Think about it!