I worked at a support call center and those call backs were legit because we didn't want to have our on-hold rate above a few minutes but only had about 20 bodies to handle about 600 calls a day. The only way we could meet our internal KPIs was to offer call backs. The bonus of this was that our CSAT went up almost 15 percent with this. Win win for us and the customer.
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And there was much rejoicing
Nope. I rarely call Trouble by her full name but Princess Peanut Trouble Sparkle knows when she fucked up. Her sister has a name but shows up to "Honey". Their older brother has only ever used "Dmitri" at the vet and is "hey old man" at home.