It’s sad that Wayfair CEO’S care more about money then actually real customer service I work my tickets and overseas agents lie and mess up every single order telling customers lie after lie then we get to the customer an we can’t accommodate them we get yelled at and cussed at all over Reddit they talk about how chat overseas su-k
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@ar they got rid of top performer agents to keep garbage. Closed the language queues, yet the news are not reporting anything…. For now
They’re at some point going to get rid of the US agents and it will all be offshore. I wish people would just stop ordering sh-t from them lol seriously
@ba We all have bills that’s not excuse smh, Their metrics are basically non-existent because of the poor management and that they don’t have to process a majority of the resolutions they are allowed to offer offer. They have CSAT and AHT. Their managers don’t care about their misinformation because it’s cheap labor for Wayfair which equals (spoiler alert) more money in the CEO’s pocket. I’m sure these offshores agents do have one tiny bit of common sense enough to know not to offer customers free full replacement units, plus full refunds over the amount they paid for their order lmao. But they are also illiterate, so I guess we’ll never know
Its insanity what offshore is doing to customers but the US employees pay the price with their metrics getting destroyed. My FCR is the lowest ever and I have always been a top performer. I get that sick feeling everytime I log in and see my metrics go lower and lower over offshores actions. I feel like managements plan is coming together perfectly, they want offshore to get rid of the US agents and its working a charm.
@ba I am sorry but when it comes down to putting food on the table for my kids and paying bills I don’t care about them sorry not sorry
At the end of the day, they are just ppl trying to survive their own set of crazy metrics and put food on the table - just like us. We have had our share of employees manipulating their metrics, as well. As easy as it is to be angry at offshore, they really aren't the primary problem, it comes down to poor leadership setting unrealistic expectations.
@ar I’m so sorry :( what department were you in? The offshore agents are running the company into the ground. The layoff feels like it was to make up for the egregious behaviors of offshore and multi contact just pushing through 100% refunds via the rev adjustment tool. (Which has now been disabled from them per an email yesterday because they abused it which we have been saying since the dept started last year) and they had to let all these people go to pay for the lost revenue. Shameful company.
True an there is no point and reporting these agents whom lie and just do everything wrong sh-t never gets done
They're are some amazing people at wayfair. Unfortunately no one is safe from the money people. They can look at chats, and listen to calls. If they can do all that and still think that is better for the customer I'm glad I got laid off now.