They also have a 70% FCR for some insane reason, since we all know how often ppl with escalations call back until it's resolved, and sometimes even after that, just because. It seems like they are being set up to fail tbh. No wonder half of them refuse to accept our escalations now
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They want frontline managers to take ownership of the issues, Care is basically an un-needed dept.
They are firing people like crazy in Care.
They're hiring so I don't think so.