Pros
The pay is competitive for the area, if you can put up with the stress.
Cons
Continuous improvement was put by the wayside to focus more on answering phones, this hinders the associates' ability to develop themselves, pushes leaders out of the company and is a short sighted solution that removes long term success and development. Treating associates as robots to pick up the phone and to imitate a local agent's service leads to burn out, associates are not passionate about answering dozens of phone calls the same way using the same call flow, this is sweat shop insurance at its finest and leads to associates making logical, yet undesirable, choices that line up with compensation. Leadership is reduced to making continual threats and arbitrary punishments for failing to meet unrealistic and conflicting goals.