Customer Ability to Request Callbacks

To Simplisafe Mgt:

With current hold times what they are and no apparent improvement (gee, general hold times posted on the website would help), things appear not to be turning around quickly.  Want to benefit your coustmoers and associates? Time to step up and have your Gucci new phone system  provide estimated hold times and the ability of the customer to request a call back when their turn comes up in line.

Yes, I have been told by SS this won't help as it doesn't increase the number of agents, which is true, but it gives the customer the option to get a callback in
x time (say one hour for example) while they can go on with their lives, whether that be playing with the kids, sleeping, watching TV, etc......

This needs to be done now. Spending millions in VA may, eventually, give customers and your associates some relief, but you cannot hire your way out this. Having worked for a medical device company facing overhwelming inbound support calls, better online tools in the CRC, better call management and better training was the only way to overturn the tide.  

One of my favorite quotes of all time seems to apply here:  

The definition of insanity is doing the same thing over and over again and expecting a different result.