Some switch providers now offer something to bolt onto their switch - it might be best checking this out as it'll be an easier route to get it in place.
An excellent way to handle peaks and troughs, although remember that you won't get back in contact with all customers because they've gone out, on the phone...etc. Some will also try and re-dial before the callback takes place.
Your planners will need to be aware of this, as it may result in a slight increase in the number of calls you receive. But having said that, if you had long queues and high abandon rates before then this won't apply as it's likely that a large number of people were hanging up and calling again later anyway.
Regards,
D |