Updating FCR to the highest on believable level when they can wrap our calls whenever they want to , or double wrap when they want. control our pscst scores, is setting us up for failure! there’s so little to much we can do as frontline taking these calls and towards probing questions finding out you can’t do anything to assist them is very difficult.
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@a3 right!! Even if someone gets cold transferred to the supplier then they still call us back. I recommended someone to visit our site but they stated that they preferred calling in. :) My FCR will never hit 70.
I work on sales side and the new system is jacked. My manager has been micro managing like crazy lately. Tariffs are going to wreck wayfair. I like the company and people but I'm looking else where.
Have we been laid off and I don’t know it?
I agree it’s sad. The service reps were some of the best I have seen. Great interactions with customers, happy and loyal. They were never overpaid or supported. The leadership team on the other hand….no skills
or business savvy hence the dirty treatment. You will not be treated fairly. It’s not in the culture that exists.
Unfortunately, Wayfair is never going to treat you well or fairly. I’m not on the service side of things but I know you have a miserable and thankless job. You work hard and deserve more credit (and money). I know that isn’t worth much since I’m not someone who can do anything about it. But I want you to know that I see you. I hope you’re able to find a position with a company that actually appreciates you.
100% agree. As a senior service with multiple awards and merit I just looked at past metrics and I have on hit 70% FCR 2 times in 3 years. It would make me feel better if they just told us they needed to cut our jobs then be treated the way we have been
They need to give us more options to assist them with. I don’t like the 3-5 business days a customer has to wait for a response or doing cold transfers I absolutely cannot understand why