You can’t even get through to them and you can tell those agents are miserable. Wayfair needs to rethink and retool this mess.
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It is brutal I dont know how much longer I can survive in this dept. Worst dept ever, management should be ashamed. No more senior agents helping us out, and more calls than ever being routed to us.
Can not begin to express how miserable we all are. =(
They need to let us customer service agents help customers again instead of transferring. I feel like a receptionist and its rude to put customers on hold and then transfer.
@bg we are literally told to transfer if more than 3+ contacts...
Maybe everyone should learn how to handle the contacts so people don't have to "get through" so much. Seems everyone is more worried about transferring the call/ getting rid of calls than learning how to take great care of the customer that's holding on their own phone.
It’s the old CARE. Frontline calls them when a customer is on 3rd or more calls in.
Its a total waste of resources, customers will call back no matter what.
what is multicontact? I see it mentioned but am unsure