“That Moment When”

Similar to TFW “That Feeling When”

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

The estimated hold time, IME it’s not the most accurate thing in the world, but probably won’t be off by whole hours

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

You’re lucky then, every time I’ve tried I either don’t get a call back or it’s hours later when just waiting would have only been 20 minutes

They were so close to pulling off a Spotify, but they just had to chase that extra fucking dollar >:(