Since now that all non-voice contacts have been migrated to offshore agents(who are doing horrible work) and a third party company, when are the flex agents going to be deemed redundant and let go?
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What open positions,? We weren't told anything about that from our manager?
While offshore agents are cheaper to employ, the quality of service they provide will ultimately push more customers to the phones or off the platform entirely. Phone agents will become severely overworked and stressed (if they are not already).
Some thoughts here...as a digital frontline agent, I was not told we were automatically moving to phones, but rather we were presented an opportunity to apply for the 15 open positions, which starts 5/6. Thoughts on this?
By Wayday....to go to phones. I truly can't believe Wayfair is doing this. I guess it really is all about the money and really not about the customers at all because they are very frustrated with the offshore folks. I thought the customer experience satisfaction was their top priority but apparently not anymore.
What is the timeline to transition the digital/SMS frontline agents over to phones?
If you are a remote frontline agent and work digital they were told last week via their direct manager that they will be moving to phones. They can’t have a language barrier for the Jamaican teams to take calls, so they will take over chat and SMS. If you listed to the last town hall they talked about moving away from virtual work from home positions. They want anything that can be done overseas sent there and Athens and Boston will be the home sites for North America.
"All digital that are in North America have been told they are moving to phones."
No, they haven't been told. Source?
Calls, chat, and SMS are slammed for some but not others due to the IBR. Agents with higher stats are routed to first. If you notice you get far more damaged, missing parts, or wrong product items in your contacts, that is not by accident. You’re purposely pushed those contacts. This has been happening since late August. Some agents sit all day waiting for work, while others would have call after call and non stop chats and texts. It’s not busy for everyone. The fact that week over week you see full days of VTO offered should prove that. The only work going to agents with lower stats are the drops that aren’t already taken by the agents they are routed to first. All digital that are in North America have been told they are moving to phones. Digital now belongs solely to Jamaica. I would expect that to cause the phones to be busier since that team is constantly work avoiding. Passing customers with high cost issues around for hours. They are purposely pushing more tenured agents out to pay someone much less to do the job. They won’t be laying off to give you a severance. They want you to quit. My advice is find another job. The stress and constant downgrading of your job will not end. There are plenty of work from home jobs that will pay equal or more than this place who still have respect for the people they employ. Wayfair is already at risk of bankruptcy. It’s better to jump ship before you go down with it.
If they’ve moved everyone from digital/flex to phones at all times, why are the calls still back to back all f’ing day.
Looks like the rest of NA digital is moving to phone! JSL taking over, good luck with that!
They also are doing chat/sms. constantly letting the cust drop off and then the cust comes back in very upset because the agent said they were looking into it, but then there is nothing else. We get hit with the bad CSAT, it really isn't fair. I get at least 10 a day, I never really counted but maybe I should!
They have the offshore people working on tickets and they are sc--wing everything up. The chat agents are telling customers to call in so the phone agent gets the slack. Im starting to think they are doing this on purpose, so we get bad CSAT and more jobs go their way.
The offshore agents are doing horrible work, they are lying to customers and then telling them to give them a good survey. Then customers call in and we get the brunt of their lies and we get the bad CSAT. Our jobs are getting passed onto these people!!
The lower stat teams went to flex, most of the digital top performers stayed in chat and SMS. No one in frontline is safe, it doesn’t matter what function you’re in. The Jamaica team will be taking all of these jobs along with specialized teams. It’s already been happening check how many employees they have over there now in frontline, RPops, SET and RMT. I suspect this will happen soon once we see the dismal Q1 profits.