How do you take a call center that was once unique and cared about it's employees, and turn into a demoralizing job, where employees are unhappy and stressed out? The answer is you sell it to Qualfon. It has been almost a year since Qualfon acquired CSG, and the company is a former shell of what it once was and is becoming progressively worse, the company when it first began boosted itself on being unique and having fun while working, and boosted itself on NOT by measuring employees by the numbers or metrics, but focusing on the individual employee in the seat and their needs, putting the employee and employees first, before the needs of the client. All of that has changed, the managers that are hired only care about metrics, to the point where they will humiliate employees if they do meet their numbers, they no longer try to work with employees who are struggling, and many of the things that CSG was known for and stood for are subtly disappearing. Campaigns are at the mercy of the clients now, rather than CSG or Qualfon having any say in what goes on behind it's doors with it's employees, because they are scared to lose their contracts; Before CSG negotiated with clients for the sake of its employees and not the other way around. CSG also had a very low turn over rate, when I started three years ago, there were employees who had been there for a good five years, when the company started, and even up until a year ago, many of the employees that were hired around the same time as I was, were still working there. Now employees who were with CSG in the beginning are leaving, even new employees leave within a few months now, sometimes even weeks, so the turnover rate is going up since Qualfon's acquisition. Managers who cared about their employees and their jobs are leaving, because they are so stressed out with Qualfon and the way that it does business, instead they are being replaced with managers and supervisors who only got their position due to either nepotism or favortism, every person in my department who is in some form of upper management, is each other's drinking buddy and that cannot be a coincedence, because of this practice, people who would benefit from advancement get passed over. We were told that CSG was going to stay, and that all that was changing was our name, and that Qualfon understood our culture, but almost a year since the acquisition that is simply not true.
