if you called a help line after hours....
Thread Starter
I go duffy on dem bitches
Joined: Mar 2001
Posts: 28,248
Likes: 0
From: Gonzales, Louisiana
Ah...well in that case, your position on the issue makes perfect sense. If the customer bothered calling that late in the first place I think its safe to assume they're awake and trying to solve their problem without your IT support until they get a call back. Is there some kind of standard procedure for how long max to call a customer back? You know, like if they call do you only have like 30 min to respond? or something like that. Me, in my judgment I probably wouldn't call after 10:45. If they're sleeping they don't have to answer, and if they DO and are pissed someone is calling that late, you apologize and hang up. No big deal right?
When in doubt, mumble
Joined: Oct 2006
Posts: 626
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Uh....why have an answering service to your customer support line if you have no intentions of returning the calls? :eh: Obviously preaching to the choir here but that's some lazy shit right there. So then there probably isn't any procedure with how a ticket is closed then eh? If so then wouldn't the supervisors question why no one called back caller such and such at 10:20pm?
Power by Uncle Ben's Rice
Joined: Sep 2006
Posts: 1,343
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From: Upstate NY
I used to do 24hr support. So I would get calls at 1AM or 3AM I still had to call back within 30mins.
One time this guy called at 2AM. Mind you there is a $199 charge just to talk to me (no guarantee of a solution). First thing we do is get their credit card info. 20mins later it was a driver issue :chuckles:
One time this guy called at 2AM. Mind you there is a $199 charge just to talk to me (no guarantee of a solution). First thing we do is get their credit card info. 20mins later it was a driver issue :chuckles: