Do we think they will do official layoffs? The pattern to me seems like they’re making as many strict or unachievable goals as possible so that when we don’t hit them, we’re not “performing” and they can fire us without unemployment. I’ve been told that an L3 confirmed the FCR is crazy high on purpose to get rid of people and they’re sticking to it. The 90% loyalty goal seems instated for this same reason- you miss just a few WEEKS and you’re gone. (It’s not a hard metric to hit no but it is note worthy they’re being very firm about everything now). They stated it’s immediate firing if you hang up on a customer for any reason. They made us switch to live help from our managers instead of CARE or PA tickets and then gave our managers 2 hours a day of calls. I noticed my manager is being more firm with attendance as well and making sure everyone is properly written up etc. It all feels designed to either make us quit or be able to say we didn’t do our job well so we got fired. Do you think they’re gonna do layoffs on top of this? Or just clean house this way to decrease employees?
I’m pretty sure the PIP situation is that when you’re at your final chance, you sign a document saying you understand you’re not hitting expectations and you’ll be let go if you don’t improve. They use this document to deny you unemployment since you were warned you had to improve so if that becomes the case I am absolutely not signing that. It’s gotta be illegal to raise the metric to an unreasonable amount and then claim we all aren’t doing our job well enough anymore (we should all start a lawsuit)
It just seems unlikely to me they’d offer everyone severance.