New FCR metric minimum set at 70% starting Q2 for phone agents. Out of 800 agents, highest FCR is currently at 68%. No need to do layoffs, just make the metrics unable to be reached and fire people for poor performance. No agents, no need for managers and up the chain it goes.
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Add to that the treat of being fired for not following the "Wayfair Cares" principals when dealing with customers.
Wishing everyone the best.
Their goal is to get rid of US customer service.
But they have no problem paying C suite big $$$$
The end is definitely near for NA front line. They are going to keep raising metric requirements until they are completely unobtainable by 95% of current agents. As they fire us, they will hire off-shore agents for Pennie’s on the dollar. Wayfair doesn’t care about the “customer experience”. They care about getting most of us gone that they have to pay a livable wage to.
I heard RMT is going to JSL.
I heard they are getting rid of RMT, which is crazy too. Not verified yet though.
This place has become a shithole. The fact the gave the entire digital channel to JSL/ISL who keep fu--ing up the orders is insane. This company will go down once they’re moved over completely to the overseas team.
Upping metrics is the whole point. They want to burn us out so we quit vs being laid off so they don't have to shell out severance.
Not to mention the fact that specialized teams are skilled at three to take these Frontline calls, and are actively handling overflow. The expectation that was set with us is that this is likely to be the new normal, unfortunately.
That is quite insane, but I’ll stay till the ship sinks or I’m let go. I enjoy my job and I enjoy my schedule. Been with WF since 2022 and I still enjoy it