As a frontline rep. I’m currently quiet quitting

70 percent FCR? Definitely won’t be hitting that. Majority of the organization has not met this metric.

I’ve even seen managers acknowledge that the change in metrics is a big jump.

Taking away CARE?
Taking away tools that help us resolve issues?
Weirdly enough…I’ve been having to transfer more to senior agents (Which I hate…)

Wayfair currently appears to be making metrics unmeetable. It’s like they want to make up a “reason” to fire us and eventually recruit more offshore agents, or stress us to the point we quit. They’re not even trying to hide it anymore.

I’ll be getting another job to work alongside with this one, and they’ll have to fire or lay me off before I quit.

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I was a CARE agent; now Multi-Contact.
18 months ago when Niraj publicly stated the employees need to ‘work harder’, I knew the direction this was going.
They are far more concerned with how things look as opposed to how things are.
Now, this having to thank every customer for being a ‘loyal Wayfair customer’ to make them feel special’ or, be ‘written up cr*p.
How about delivering quality merchandise on time?
Where does that factor into the equation, Niraj?
18 months from now, probably less, all of Customer Service will be offshore.
Pathetic excuse for ‘lleadership’.

Management made a huge mistake by getting rid of Care, we are stuck in frontline without their help. Its all a mess.

Thread regarding Wayfair Inc. layoffs

As a frontline rep. I’m currently quiet quitting

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