Started Great, Ended Terrible - Recensione dipendente - Customer Support presso Blackbaud

Support has gone and is still currently going under a "transformation", also known as turning into a call center. Before 2017, the team in Austin was left to our own devices, which resulted in the best support team in the company. Routinely had the best metrics across the company. Then, in what can only be seen as a cost cutting move, the new COO decided to change the model to have everyone on a tiered call center model. Instead of matching the great support of the Austin team, everyone had to match the way things were done in Charleston, which is to say, terribly. 6.5 hours of being on phones or chat a day, never getting to learn anything since you had to pass off the case (not that there was time anyways). Having to be cross-trained on 3-4 other products and being thrown into the deep end without adequate training. Having every minute of your day tracked, and being punished if you aren't adhering to the schedule to the minute. Focus on closing cases quickly, not for having proper resolution. Everything you expect out of the stereotypical nightmare call center The BB product suite is an absolute mess. Tons of redundant offerings, due to mindless growth by acquisition. The 'flagship product' Raiser's Edge, is a terrible, clunky, out of date mess, but yet the company prioritizes that over SaaS based products that weren't developed in the mid 90s. Blackbaud was a great place to work in Austin. Great people, great teamwork, great career opportunities. Now it is a place people are leaving in droves. As of the last two months I know of at least 6 people who have left the Austin Support team, out of about 25. A sinking ship. Its really a shame.