If you are in customer service the offshore agents will now be joining you on phones.
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Heaven help them then. Wayfair's customer base is unforgiving and rude enough to agents who can speak and understand English fluently. I can't imagine how much cruelty these offshore phone agents will endure. A lot of people who call in to Wayfair are old people who can't/don't use technology and I can just imagine the awkward and frustrating conversations that are sure to happen.
Wayfair seems willing to accept the cost of having poorly trained and sometimes downright incompetent agents handle customer calls.
No one in NA wants to work the shifts that need filling. Outsourcing makes sense for the night and weekend shifts.
When is it supposed to start? I can imagine all the cold transfers now lol
Offshore teams su-k I don’t care who defends them I’m sick of them they I hope Wayfair knows what they are doing
Seems like they are or will be the new folks, taking over the US group.
Using AI Wilma for chat/sms and now the offshore folks doing the phone too????? To me it doesn't feel good!
Any Frontline agents know if offshore agents are adequately trained? In specialized, they haven't even been trained on Where Is My Stuff issues.
I spoke with a customer today and she was mad at Wayfair for having overseas customer service. This isnt going down well with customers Wayfair.
Welcome! Now some customers might hear chickens and roosters in the background when they call at 8pm. “Oh by the way, we sell fresh eggs too!”
So training them to do our job?