Callback commitment

Meridian Mobile internal policy · section 2.1 · fictional, written by the team

When an agent tells a customer someone will call them back, the callback must happen within 24 hours of the commitment, during business hours.

The commitment is only valid once it has a named owner recorded on the case. "I will pass this to the billing team", "it goes into the queue" and "someone will look at it" are not commitments under this policy, because no individual is accountable for them and the 24-hour clock cannot be enforced against a queue.

If the callback cannot be made within 24 hours, the agent who made the commitment must contact the customer before the deadline expires and give a new date. A silent overrun is treated as a failure of the commitment regardless of what happens afterwards.

The rest of the policy

2.2 Case ownership 7.2 Retention and churn intent 6.1 Contradictory answers 5.2 Escalation on request 3.1 Fault tickets 7.1 Ombudsman referral 8.1 Plan changes 4.1 Refund window 5.1 Repeat contact 3.2 Total loss of service 4.2 Unauthorised add-ons

Twelve documents, retrieved with BM25 in plain Python — no vector store. Over a corpus this size, written in the same register as the questions, lexical matching finds the right rule with no index to build and no service to call mid-conversation. Past a few hundred documents that argument flips; it is one function behind one interface.