Pros
Some good training programs. But then you have to be very lucky to use the knowledge you learn there as there are the friends of the managers who will get the promotion (besides of the lack of their expertise and knowledge).
Cons
Not enough staff to deal with the huge workload. And still, there are some people who just wonder around the office while at the bottom of the operation people are suffering because of the extra work they have to deal with. No communication between managers and their employees. People are not recruited by IT knowledge but just language skills. The salary of a Second Level agent is less than the salary of a First Level agent at other companies. They create fake positions. A lot of people quits even before the new joiner trainings would end. All the good people who has aspiration will leave as the only way to get a higher position or just have their work appreciated is by befriending with the bosses and not by self improvement.