Originally Posted by
Biffs_muse
See, I read this differently than I think you took it. When the tech notes in the ticket that its too late to call them back, I took it to mean that your business hours are over-the help desk is closed, NOT that at 10:27, 7 minutes later its too late in the evening to call the customer back.
At my job, (not a customer service job though) the phones route to NIGHT MODE right at 6pm every night. So any calls that come in, go directly to voicemail. If you happen to be still sitting here, you can see the msg blinking but that joker ain't getting called back until the next business day even if they called at 6:01. :shrug:
it doesnt quite work like that. we are staffed 24/7 (1 person works solo from 10pm-6am). when a call goes to the answering service, they submit a ticket into our trouble ticket queue. assuming the tech is watching the queue as they should be, there should be no trouble seeing tickets within minutes of them coming in.