If you’re an onshore agent taking customer contacts, it doesn’t matter which team you’re on….its only going to get worse. If you want to stay, lean on each other and vent like crazy. Don’t turn on each other. And if you're on a Specialized team, you were a frontline agent not long ago, so watching you sh*t on them is ridiculous.
All of you have awful jobs and Wayfair treats you like garbage. Leave if you can. If you can’t, at least be kind to one another. Those of us who are not in service can see that leadership is flailing. We feel for you because you’re taking the brunt of it. As helpless as you feel, know that there a still some of us that are fighting for you.
7 replies (most recent on top)
@jn you get that feeling too? :(
All of my metrics have been destroyed since joining multiple contact team. Im gonna get fired.
My FCR is so low but I presume everyone’s is. I’m getting that sick feeling I have coaching today.
I’d like to know if the customer service agents in Athens, GA have different metrics to hit than the remote customer service agents. It just seems they are raising the metrics and expectations to numbers you almost cannot hit unless you are manipulating them some how.. Not to mention the numbers displayed in cascade are always off, it seems.its almost like they want us remote agents to PIP out so they don’t have to pay a severance or unemployment.
Thank you for letting us know that other depts outside of customer service can see and understand the mess that has been made and are actively trying to help. We just can't see any clear vision to this madness and the uncertainty creates insecurities that are coming out as anger. It always comes out somewhere. I don't transfer to the multi contact team unless it is something I can't fix and I know a care agent has the needed tools. Otherwise it is business as usual. I've decide to say sc--w it and I am going to do all I can to help as many customers as I can for as long as I can. And I avoid the JSLs anyway possible as they just make every situation worse. There isn't a multi contact that doesn't have their whackdoodle all over it. Eliminate that racket and there would be less need for a multi contact team. But what do we know...lol.
Don't tell us not to express negativity. Shut the fu-k up. If you want to pick corporates a--hole go ahead. People need to vent. Wayfair has put us in extreme stress.
Stop the negativity. If you don’t like it leave, if others don’t like the company then leave. Stop complaining about it on here unless you have any evidence to present.