Why do they switch Digital to phones? They should put JSL on phones, we are the tenured agents and have been since inception. Don't they care about the customer anymore?????? JSL does nothing! Lets the convo resolve and then customer comes back in 'heated'....I am so tired of their games, give us severance and I'm sure we'll all leave!!! Company is NOT for the US/NA agents of any team, anymore! It's all about the bottom dollar. Sickening!
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Also them asking for 5 star surveys and then seeing customer comment back FOR DOING WHAT you didn’t even talk. They are making a mockery of it.
I’m flex and was one of the few first trained I. Chat and I have not got chat time in months. Even if u flex and choose chat they switch you to phones. Customer have NEVER been this escalated, the JSL team is absolutely destroying any chance tenured agents have if a bonus. They are making obscene promises, customer are calling in THREATNING legal action. In the years I have worked I probably had one customer threaten legal, it’s now multiple times a day. Between them being told thing can be overnighted, sending all HCR to us. Are they held to a different standard than the rest of us?
To answer your question, no they do not
care about the customer. And no they definitely do not care about US frontline agents. They haven’t for a very long time. Wayfair is even holding out on paying suppliers at this point or not paying them at all, they just want to keep every red cent they can get. It’s all about profits for them. Anyone who gets trampled along the way is just a casualty. They love the overseas team because they can pay slave wages and zero benefits. There are whispers of customer service getting laid off June 28th. Hang in there and start looking for new prospects in the job market. Take nothing as truth that upper management promises you that sounds like it’s a good thing and remember you’re just a number. A number they pay more than a dollar an hour for. So replacing you with half a-s workers is the goal.
JSL treats their jobs like a game, their goal is to make unrealistic promises to customers and guide them to call into customer service. The US based customer service rep takes the abuse from the customer, takes the hit on the high cost resolution and then gets the bad CSAT. This totally destroys their work performance through no fault of their own. Management looks down on the US based employee and punishes them with the new performance plan, that will ultimately cost them their job. Meanwhile JSL is seen as a huge success both financially and on the customer level. They are even allowed to ask for a 5 star survey in the chat.
They love their offshore teams and want rid of the US agents. The new performance plan is designed to get rid of us all.