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?

 

if i'm calling a tech line i generally expect to be there for 30-40 minutes. that said if i called at 10 i would assume that i would be dealing with issue till say 10:30 so odds are im willing to be up and do it. so yes i would want a call back at that time if a tech was there

 

That can be a tough call. That's pretty late at night, it's a safe bet to assume that most people will be in bed or soon will be. However there are some people that are not.

I'd say unless you know they will be up (you've dealt with them before) or they specify that they will be up and it's ok to call, then call. Any thing else, no. I wouldn't call.

 

My mindset is of that that if something is important enough for the customer to call in late at night and not just wait until the morning to call, they would have no issues with someone calling them back within 30 minutes. 15 minutes. Hell, even 5 minutes.

 

Yea, I'd have to gauge the issue and determine if that might be affecting production or what have you.

 

this is residential customers i'm referring to.

 

hmm, luckily I've never had to call back residential customers. Only business customers or employees.

Re-reading the OP. I'd say it'd be cool to give them a call back. 7mins later? Not that bad.
Of course I wouldn't WANT to be calling people back a half hour after my shift is over. But if I was the customer I'd be happy to get call back that quick.

 

everyones acting like im a retard for thinking we should call them back. i said they're all just lazy.

i think we're going to have the answering service start asking if they want to be called back that night...

 

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:

 

:rofl:

I think 30 minutes is more than adequate. Their solutions was to have the answering service ask if they want a callback that night. Seems gay but i guess it's better than having everyone wait until the next morning...