Courtesy Callback Utilization

[learn2shoot]

My organization (a call center) is considering implmenting this feature. In talking about this we realized that this feature is utilized when other areas are failing. If the calls are being answered within the desired amount of time (<5min) then the feature will never be offered. In instances where calls are in excess of this the feature is offered - in looking at historical data we take 17,000 calls a month and - where hold time are
> 5 minutes - 520 calls
> 10 minutes - 98 calls
> 15 minutes - 52 calls
> 20 minutes - 17 calls

That being said - what are people's experiences with offering this feature? Have you moved the threshold for this feature - or is it offered regardless of the EWT? Any help/thoughts are appreciated.

Thanks
Bill