They just announced that agents are required to do the loyalty greeting on 90% of their calls. If they don’t do this they will be fired, but not only that if a managers team is not doing this the manager will also be fired
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@am Because the ai overseer is faulty and highly inaccurate, and they are fully aware. But Wayfair doesn't want to fork out the cost for accuracy, especially when it behooves them. I expect if any legal action occurs down the road, they likely plan to downplay any wrongful terminations by blaming it on ai tech errors to lessen the fall.
Regardless, at the end of the day they likely have calculated the cost vs risk and deemed any potential lawsuits worth it.
People choose wayfair in part because they talk with real people. It would be a mistake to become scripted. people hate it. I know when I call a company that relies on scripts it feels like the person is not really listening, doesn't care and has no empathy to what is going on whatsoever. People stay with Wayfair because of our customer service. Sure isn't because of our prices! Keep your heads up! Things will change again in a couple months. They always do!
I think the issue is that we used to be able to say pretty much what we want and it wasn’t nit picked. Now it’s turning more into a script. Which makes sense since I’m sure Overseas agents already do this. It’s very common in call centers
They have AI monitoring our calls for the loyalty greeting, AI will be flagging us to get fired for not using the appropriate greetings.... SMH
Manager said its a "non-negotiable" and they will sever employment if its not followed in calls.
WOW, you have to be nice to customers and remember to say something. The pain.
Bring it on.
You must be an L2 because this news has not crossed my desk as an L1.
The fact you posted like this is a big deal shows why it was 100% the right move.
Yea, 90% of the time is not crazy ! They also said the same thing when 80% was the goal!! Just say it, it won’t ki-l you!!! This is the least of anyone’s worries right now…
I wonder how many AI agents will complain about the required loyalty greeting…
Is this unreasonable? If so, why?
So basically they are saying people need to do their jobs or they will be fired? Lol stfu