I just took a new position and at the interview I asked about FCR and was told no this position didnt have it. Im only into the position a week and they announced today that we have FCR. I feel cheated and lied to, this was the whole reason why I took the new position.
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I experienced the exact same thing when I joined the CARE chat team. Only reason I applied was because it was to be exclusively taking escalations through CHAT, no phones. Things were mismanaged from the start and then they forced the whole team to CARE phones permanently. Which is one of the big reasons I left. Just got sick of the blatant lies. They don't even try to hide that they are lying anymore.
Get used to it. It's hard to tell if one is being lied to, or if nobody actually knows what's up. Bottom line: if you stick around, expect change almost weekly, and expect to grin and bear it. The one constant at Wayfair is that the goalposts are forever changing and your bonus... good luck with that.
The last RIF we heard that CARE was advised they only have 6 months left. Seems like they're moving towards making people quit or firing based on pips now so they don't have to pay a severence.
Welcome to Care! They promise one thing and they do the complete opposite to make the higher ups more money! As that’s all they care about!
14 day FCR is impossible for FL agents, most of us are on PIPs over it. Most other companies I have worked for had a 2 day FCR at most. Imagine getting fired over 14 day FCR.
FCR used to be doable but then they changed it to 14 days and it just doesn't make any sense esp since most of the contacts have to contact back in 10 days at the very latest.
Welcome to CARE lol
They will tell you what they want you to hear when you interview. Once you are in the position they will pull the rug from under you.
FCR is an unfair metric, if customers call back for any reason whatsoever you get dinged. Lets say I speak with a rep and get a discount. I can call back to buy something or ask about a product, then that agent gets dinged. Management know what they are doing, they have this metric stretched out over 2 weeks so they know you wont bonus. And they will put you on a PIP so they can fire you. So basically your job security is based upon a customer not calling back within 2 weeks. The % are super high too so they know a lot of agents wont meet their goals. We seriously need sane people in management.
First call resolution which means if the customer calls back within 14 days of your resolution you get dinged and lowers your metrics each time someone calls back.
You probably have it but may not be weighted as high as regular service is.
What is FCR for those of us not in the frontlines
Oh snap I didn’t know CARE got hit with 14 day fcr. Frontline is struggling to hit those marks too. That’s crazy
Sounds like they joined Care, they just got 14 day FCR. Everyone is pi---d about it.
Frontline? They will always have FCR, what position did you go into that said they didn’t?