Pros
Co-workers share your pain and understand what it's like to work in a call center. You can develop some good friendships with your co-workers. Some of the supervisors are very understanding. The company sometimes tries to show appreciation to the company customer care workers. The company does give food to employees fairly frequently. The best times are when there are meetings and employees are able to log off the phones for meetings.
Cons
For anyone in the customer care group, the cons are simply being in that group. As an employee, you're subjected to the worst of humanity and have to deal with people who abuse you over the phone regarding student loan payments. It's demoralizing. The debt management group was trained to call customers and request payment on student loans; the numbers we had to meet were high and hard to come by when the majority of calls resulted in being cursed at, hung up on, or told the customer simply couldn't pay and "Obama would pay off the loan." In addition, upper management rarely has any idea what the numbers they impose look like in a day-to-day setting, they have little sympathy for the employees, and have no idea what reality is like in the customer care department. Supervisors regularly go on power trips and refuse to acknowledge questions from representatives that are trying frantically to get off a call with an irate customer. In short, the customer care representatives are on the lowest rung of a ladder they cannot climb with no way to pull themselves up and no support from upper management while they're getting abuse from customers. This is, in short, the worst job I have ever experienced.
