Should we be expecting this every Friday until no one is left?
6 replies (most recent on top)
The escalation team that was hit and forced to move positions was SCOPE not CARE. Scope is large parcel customer escalations. So don’t believe the last commenter as they obviously have no clue what goes outside their bubble. This site has been right more than it’s been wrong.
Im also in the customer service escalation team and no such conversation has taken place!! There's also overtime being offered to frontline and specialised to cover frontline contacts so I wouldn't believe everything you read here!
Im in the customer service escalation team, and myself and a few others were just told that our position no longer exists. They have offered me another position, not happy about being forced into another dept.
Finance team had layoffs on Friday. They arent offering overtime to customer service and instead outsourcing it. The plan after peak is for the off shore teams to take over customer service jobs.
Customer service is next. The digital side is pushing all the contacts on the top performers and leaving those who don’t fair as well in stats with crumbs. Agents have said they have sat all day with 1 contact if they are lucky. While the other agents with higher stats are slammed with work all day. I think they will ride this out until after peak, but expect to see a large portion of front line to be wiped out. It’s fancy name is Customer Journey. Where they burn out top reps with the contacts in chat and sms and keep the lower hanging fruit might be lucky to get a few customers and I suspect no job come January.
Which depts were laid off this time?