if you called a help line after hours....
Thread Starter
I go duffy on dem bitches
Joined: Mar 2001
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From: Gonzales, Louisiana
Senior Member
Joined: Jun 2004
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From: Montréal, Canada
well i am thinking if i had a problem and cant get a reach of helpesk live at 10:30 i'd probably say fuck it and go to bed or watch tv. would nit want tech suport to call me back 30 min after once i start my movie or sleeping. Also i am single... but i am sure some families would rather not be called back so to not wake up the kids, wive, room mate, gay lover ect...
So best solution is the to ask the client if he wants to ba called back
So best solution is the to ask the client if he wants to ba called back
When in doubt, mumble
Joined: Oct 2006
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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?
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?
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:
Thread Starter
I go duffy on dem bitches
Joined: Mar 2001
Posts: 28,248
Likes: 0
From: Gonzales, Louisiana
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:
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:
Thread Starter
I go duffy on dem bitches
Joined: Mar 2001
Posts: 28,248
Likes: 0
From: Gonzales, Louisiana
When in doubt, mumble
Joined: Oct 2006
Posts: 626
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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.
