Right now we are all just circling the bowl waiting for the final flush

I can’t speak for other departments and how bad it’s been for the last 6-7 months, for frontline digital/flex/phones it’s been a nightmare for us. The goal posts keeping moving and if feels like everything is working against us. I wholeheartedly believe they have enacted tactics to purposely push us to the point we quit. Then backfill our job with 10 Jamaican agents. Those of us who are still here have endured some really bad changes. That wasn’t the plan. They wanted us to just leave. You’re going against the intended outcome. Wayfair isn’t the first to do this there are articles about other big companies. Slowly making working conditions unbearable in the hopes employees would quit on their own. The last thing they want to do is give out salaries without you working for it. Even if it’s just a few weeks or months depending on your tenure. If you make it past this round, there will be another. After they implement more workday torture, again with the hopes of thinning the herd. Right now we are all just circling the bowl waiting for the final flush. The last post advised don’t over work yourself, I couldn’t agree more. Work the bare minimum at this point. They have allowed the overseas teams to do it, there is no reason to stress more over a job and company who are just counting the days to your departure.

Fair assessment, @5ezo+1sZZPPQ9.

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If you survive the next round, remember they will be raising the bar even more so you quit. Expect the metric goals to go higher, more tech issues to make your day miserable, offshore agents passing the HCR over to you and purposely making the customer mad so you get the terrible CSAT. In the past 6 months, they have added in AI software to listen to calls for certain words to get said and that call gets pulled so they can fire you. They have AI monitoring all systems for work avoidance. Phone calls less than 4 minutes get flagged for work avoidance. The system is meant to be working against you, they have made it clear they dont want US based customer service. They purposely removed the phone tech support so if you have computer or phone issues, you are $crewed. They want you to rack up the points and have terrible metrics so they can fire you. They want the cheap labor from offshore for a a dollar a day and management doesnt care how bad their customer service is, they just want cheap labor.

If I get “flushed” I’m going to be the little fish that could and land somewhere else. We all will. “Just keep swimming.”

It is a fair assessment. I’m sad to hear that any department was treated bad. None of us deserved this. I hate seeing all my team stressed, worried, and in complete disbelief over the recent actions upper management has decided to put on us all. They are out of touch with how they affect the people who help keep this company going everyday.

This isn't contained to front line customer service. Other organizations and teams have been impacted just as severely. We can't hit our bonus metrics either! No one cares! It's always our fault, not the tools, teams we are dependent on for answers, tech help, etc. It's all BS. The plan since 2022 has been to get rid of all of us for cheaper outsourced labor. Every six months they execute the next phase of the master plan. These people are firing the wrong people. Respondibilty begins at the top. Start cutting those people! I can't wait to read the bankruptcy headlines!

Thread regarding Wayfair Inc. layoffs

Right now we are all just circling the bowl waiting for the final flush

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