Pros
Adequate benefits, but low pay considering the work. Occassional perks to employees, conveying thanks for their efforts Systems may be antiquated, but are usually dependable.
Cons
Long in queue times for customers. When they get to an agent, they are upset and it tends to make for difficult calls and poor survey results. Too many 'support' people not on the phones. Not uncommon to be extremely busy and have people walking around trying to look busy. Supervisors who are nothing more than watching stats rather than providing any support to their team members. You have to be a part of the cliques in order to get responses. Supervisors are 'perched' at their desks. They purvey a very condescending attitude All in all, customers do not receive the service preached about. The focus is on the supervisors and those agents roaming the production floor..