say the help line closes at 10pm and after that, an answering service kicks in.

would you be upset or delighted if someone still called you back within an appropriate amount of time?

case in point:

we close at 10
customer leaves message at 10:20
at 10:27 the tech notes in the ticket that its too late to call the customer back

i feel that's ridiculous. personally, if i can call someone back over night within 30 minutes of them calling in, that should be acceptable. 15 minutes is just a no brainer imo.

what about you? would you want a call back that night or not?