Pros
There is somewhat of a team spirit there but it is a facade to a large degree. The lack of communication from management to people on the frontline just is not acceptable for a company of this size. But there is practically no desire to change anything. Ideas seem to come from the top down and dissension is seen as an undesirable trait when it can often be the voice of reason.
Cons
The attendance policy not only means there is constant staff turnover but you lose a lot of very talented staff members for what amounts to technicalities. In five plus months the call wait time never notably decreased leading to very angry customers to whom many operating a cell phone is bewildering and confusing. Find the people who are good at billing, good at sales and good at troubleshooting, etc and route those calls to them. You are missing out on using your in house talent to an almost criminal degree. But if you just look at stats, you will never learn the cause of them and management are kidding themselves if they have a united grasp of this. I suffered much from people making my comments about my accent because of my national origin. Even when I asked it to stop, it did not...it became very upsetting and nothing was done. One big reason I resigned...