While I'm not in frontline, I can't help but stay optimistic. Other teams are currently taking Frontline's overflow, and it's back to back. There are so many changes going on throughout the company and some of them feel very daunting, there is no question about that. Whoever is making some of these decisions is obviously not looking at the big picture. Offshore teams are obviously not equipped to take over Frontline. Most of the interactions I have had with offshore have been very awkward on their end. Sometimes sounding condescending or down right ignorant. If they had the bandwidth to take over our largest department, specialized wouldn't constantly be taking overflow. There is definitely a lot of uncertainty and bad decision makers, but I think it will take a considerable amount of time to completely offshore our wonderful Frontline teams. That puts you in a position of power if you are looking for employment elsewhere. None of us are exempt from the ever looming possibility of a layoff, which su-ks, but know that so many teams love and appreciate Frontline and you are valued.
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Its an absolute disgrace what they did to the care agents, demoting them from supervisors to frontline agents. What a waste of talent and the work that they did. To send that offshore is a disgrace. The offshore agents cant handle normal phone calls why send escalations to them.
As someone who’s frontline I will miss our CARE agents. I just know that they’re trying to offshore frontline now with unmeetable metrics, but I don’t give damn. I’ve gotten another job, and will continue working until they lay me off.
Old Care team, we know our value and its Wayfairs loss. We were an amazing dept that tackled the worst problems and fixed them while dealing with irate customers. We took care of those customers and followed up when needed. We supported the frontline agents and helped them with the most difficult issues. Management threw this all away to save a few $$ by sending it offshore. Goodluck Wayfair y'all are gonna need it. Customers will not be happy with the changes.
We know our value and we can see where these bad decisions by management is taking Wayfair.
Looks like they offshored permitted adjustments and escalation tickets to offshore (JSL). Urghhhh. Why is management trusting them with the high level problems.
We will stand strong against them, they think so little of us and they are the problem. Shame on management, they can take our jobs but not our spirit.
They got rid of their most valuable dept with problem solvers, its Wayfairs loss. Let the customers rip them to shreds, and take their business elsewhere. You may save some $$ by sending customer service offshore but the customers wont like dealing with rude and unhelpful agents. Management has made some horrible choices and I hope their jobs go next.
This is literally the best thread ever. Its genius because it's true. Thank you OP, we get to take our power back from an insecure company. Its a "them" problem. They continually take more and more away from us. We are no longer appreciated. No more 7 year anniversary recognition, no more amethyst award, no more perks in general. We are upset about what no longer exists. Sub par products, now sub par service. Have fun with that Wayfair, you missed the mark. Your best year out of the almost 2 decades you have been in business was on the heels of a virus. Now your sh-----g on your employees.
We WIN Together! Without Wayfairs poor leadership.
At the end of the day, another corporation is going to benefit from what Wayfair took for granted, and succeed where Wayfair failed. Like a narcissistic ex.
AI can't fix that! At the end of the day, Wayfair will realize they "fixed" what kept them afloat and tank. Frontline has been the beautiful face of a broken company. How about stop the whole donate dispose resolution, that's where revenue is getting su-ked dry. Customers are playing this out and making money on us, but frontline is the problem?
Preach!
Our frontline agents are world class. CARES started once offshore was put into place. I can't count t the times a customer has made the point to say they continue to shop with us because of our amazing customer service. C-Suite is blind to don't fix whats not broken! There is always going to be a bad apple in a tree. Their solution is planting a bad tree. Counterintuitive leadership at its finest!