I have had zero calls in my first hour since clocking in. Care and CSO is taking all calls with 2 or more contacts. I feel like Im on vacation.
53 replies (most recent on top)
@g7 not trying to add flame to the fire but many L1 s have NO idea how overworked most L2s are. L1 are not salaried. You get paid for the time you work. I know that back to back calls su-k. I was there doing it a while back.
Currently 'm working 60 to 65 hours a week on average, sometimes I work until 12:00 midnight or one in the morning just to get up at 8:30 and do it all over again. And no - I do not get paid a single dollar more for those 25 extra hours.
Care has to take escalations plus all of the multi contact calls. It does not compare to what the front line agents do. Its brutal.
Let’s all be real and agree together- NO team should be on back to back calls??? It su-ks, it’s terrible to deal with, it’s exhausting, we’re forced to go off queue or Not Ready just to submit tickets or finish order notes, it makes us miserable and ruins overall morale. We should all get a minimum amount of time between calls to BREATHE and reset for the next customer so they don’t get tired grumpy overworked reps taking their calls. We’d be happier, we’d give customers a better experience bc we’d have better moods, and communication would be better bc we’d have time to leave detailed notes or tickets. We all agreed to work customer service and take calls but we don’t need to be overworked and treated poorly by our employer!!
Yeah, those other departments don’t make that much more than frontline, and they do a lot more work. Also get calls transferred to them all the time that they shouldn’t receive from frontline who just transfers everything away. I get your job su-ks, and it’s hard. Not disputing that, but the other departments don’t have it any easier and a lot have it much harder.
Take care for example, right now they don’t know what type of call they are getting, but even when they were just care they were back to back and it was all escalations. Imagine your whole job is getting screamed at all day every day by escalated customers.
Yes, your job su-ks but so does everyone’s, stop trying to sh-t on each other
I dont think yall understand Care and CSO worked tickets when they werent taking phone calls. They werent just sitting there goofing off. Its insulting that yall think thats what was happening.
Exactly. It’s not fair that frontline has had to deal with this for so long while other departments who get paid much more get to sit back and do half the work we do for more appreciation and recognition. I get that the specialists have worked their way up, but there are plenty of us on frontline who have been doing this for 3-4 years trying to move up and can’t for whatever reason. I think the situation overall is messed up but what changes here aren’t. I don’t feel terrible for anyone because like everyone is saying, frontline has been doing this same thing for a long time with a smaller paycheck.
The saddest thing about the moves at wayfair, is not how cr-ppy they are making it. It is how we all are reacting and becoming hostile and angry towards each other. No one in L1/L2 population has any control over these situations, everyone’s job in those populations have increased workload, constantly changing goals, and unrealistic goals. Everyone in those populations have cr-p jobs right now that have extreme stress on them, yet so many comments here are “that department can’t complain because mine su-ks worst” or “that department needs to stop complaining and help us instead”
How dare you say it is overwhelming! You all get paid way more than frontline yet can not handle the calls we have been taking for years. What makes 1 dept better than the other ? How could you possible think it’s not ok for you to feel our pain ? No matter what dept you are in, you chose customer service as a job ! Y’all acting like it’s ki-ling you. Maybe customer service is not something you should be in !!!
A blind man can see that it will fail.
I hope it fails so hard being honest. It will show why we can not obtain the FCR they want us to have. I feel so bad for that dept that was created to handle those calls but the company can fully realize we have customers calling in just because they don't know how to print something, they just want to call and talk, they are just calling in over and over hoping to get a different answer.
Remember we are all at will employees.
It's been 3 days of chaos, and whoever the person was that thought multiple contact dept was a good idea needs to come and work in it for at least 1 day.
Care is taking escalations plus most of the frontline calls, and the call volume is 400% more than what we had. There is not a second between calls and we dont know if that next call is an escalation or a multiple contact. We are not WHINING but we clearly need help with the sudden changes that were put onto us. We had no warning that our dept was closing, theres been so much uncertainty and everyone is beyond stressed. How dare you say that people are whining. If you dont like hearing about it I suggest you go somewhere else.
You do realize FRONTLINE took back to back calls EVERYDAY? For years? Why so much whining?
Even if it wasn’t intended for this, it is clearly pushing things even more toxic and making people want to quit. Mental health of L1/L2 population is in the trash and on fire. Instead of fixing it they just make things worse and say “here are 6 free therapy sessions to fix you”
I don’t understand frontline agents saying this change gave them time with no calls? I’m not even a senior and it’s been nonstop calls with no pauses for months for me. This didn’t change anything?
I do think this is the start of them trying to get employees to quit, on top of the unattainable 70% FCR metric with the sudden change of only needing 1 month before you’re put on a plan. That’s clear as day a sign they want to get rid of the bottom percentile and I’ve had a manager agree and say the same thing. It’s also a way to get rid of managers who have teams that “aren’t performing”. Plus offshoring more and more parts of our jobs and adding more AI. They’re hoping putting managers on calls will make some people quit, they’re giving them less time
to focus on their teams and help improve metrics. I don’t think they’ll get rid of EVERYONE but they do seem to be cleaning house and cutting numbers. It’s very clear.
I have to give my notice, I cannot stomach another second in the multi contact queue. Its been back to back from the min I clocked in and this is ki-ling me. Add to that system issues. Im on my 24th call so far.
Im right there with you, quitting seems like the only option for me. No one in management cares and resistant to listening to how we feel. Maybe when we all quit they can have JSL do the multiple contact calls.
I am physically sick after working in multiple contact team for the past 2 days, I am seriously dreading clocking in tomorrow. Its been non stop calls all day long, none of which had previous contacts, they could have gone to frontline. Constant agents transferring these calls too. All that this has done is made it easier for frontline to transfer calls and do less work. I am seriously considering quitting tomorrow if this doesnt change.
I don’t want to hear from L2 and above “it’s not my fault” while you all sit there in conference all day and everyone else takes the sh-t rolling down the hill. Get your a-s on the phone and help.
Most of mine are transfers to that multi contact team too. My manager said to transfer them all to them.
Yes every single call I have had is bannered for multi contact, and Im transferring. Im worried that I wont have a job at this rate. Why is this happening?
Does anyone else feel like you’ve been transferring calls all day to the multi contact team?
Love how L2 is backing L3 and up “It’s not us.” Maybe not but how about giving your reports relief and getting on the phone.
Its everyone from care, cso and happiness team. Theres like 160 in total and they are getting 95% of customer calls.
Not sure how many but every time I’ve called over I get someone from either CARE or customer happiness. Not sure about CSO but I know those 2 departments are answering the calls.
How many people work at the multi contact department? Does anyone know??
Everything Wayfair is doing is quiet firing.
Heads should roll in management for whoever caused this mess. Calls are non stop for multiple contact dept. I swear they did this so we would all quit. This is inhuman what they did and employees are suffering. I am ready for a massive breakdown. Help me Jesus.
This is bullsh-t! I have had non-stop calls and I'm about to lose it and quit! Which is what they want! To he-l with the L1's and L2's.
This roll out has been the most haphazard mess. You know it's bad when you can find more information on what queues to call from thelayoff site.
I'm nervous for whatever deadline is coming that made them do this so fast.
To contact CARE I believe you have to search US Manager
I just tried to call care and its closed, I dont know how to reach a manager this is awful.
L2 here, we have never had any heads up on layoffs, I have friends who were L3 and L4s and they also didn’t have any heads up, it’s not made at our level and we are just as disposable to the company
If managers know they are getting fired they must have a good idea of their severance if they are hanging on.
When are we all getting fired? This Friday or next?
They had a total of 2 L2's on the phones today, Care was back taking the escalations plus the new dept calls. The whole dept is beyond stressed and overworked and they all want to find new jobs. Whoever in management is responsible for this horrible idea should be fired.
Put the God Dammned L2’s on these phones to help out if it’s going to stay back to back like this and front line agents are sitting for an hour with no call. I have never in my career sat without taking a call no matter the department I was in.
Yessss, we should all call off tomorrow suffering from purple flu :)))))))))
How about a little Purple Flu for tomorrow?