for anyone working on the customer service side and taking phone calls or working as an OE, starting this month they are making impossible to meet metrics mandatory, you need a 90%+ adherence rate, and all your survey statistics from members need to be above 90%
If a single metric or survey statistic is not meeting, you will be sent to the office at least 2x a week, if more than one is not meeting or you do not get it fixed within a month, its 5x a week.
Also, if a single member calls in and their inquiry is not resolved, you need to go into the office 2x a week.
The analysis and expectations from WFM are that the peak season will not be peak at all and barely anyone will be calling in due to how many people are leaving all plans across the board, they want people to quit because they know that people are not at fault when members give everyone bad surveys but they force them to go into the office anyway. Tons of time off is still being offered because they have far more agents than demand and it keeps getting worse.