Pros
As of 2014, the Premier Support Solutions division is growing quickly, and there is a lot of room for growth. Things happen fast. There is a lot of optimism, and a strong desire for a real community. Plus, and this only matters to you if you're a phone geek like me, you get your hands on the latest gadgets.
Cons
There is no way for a call factory to be anything but a call factory, and some conditions might be better if management would just accept that. Splitting up teams and bringing in new managers from the outside should be the exception, not the rule. This may have settled down since I left, or it may be a concerted effort on someone's part in management to keep everyone on their toes. If that's true, then someone in management needs a stiff talking to. Instead of keeping people from being complacent, you end up with a mutinous lot of cowboys who make up their version of the company's direction as they go. This is not the way to keep your front lines speaking to consumers with one voice. Within 9 months, I had 5 coaches with 5 drastically different visions for the company. One coach came directly from T-Mobile and must have been "fast tracked" right by any training because his solutions were awkward and impossible. He was good about reacting to our feedback, but before he could adjust, he was "fast tracked" onto another position where he immediately began infecting other coaches, many of whom were also from outside the system and had no idea that he was spouting ignorance. Since he was then an additional layer removed from the front lines, he was insulated from direct feedback where he could learn proper procedures.