Pros
10% 401k contribution plus 4% match after one year. Difficult to be fired though demotions are a possibility. Need bodies on the phones!
Cons
Very low base pay. Company highlights "total compensation", which is still low. Job grade restructuring eliminated bonuses and made 2000+ jobs hourly. Raises due to promotion have declined from 10% to 7%. Outsourcing is being chosen over paying to keep internal talent. (Consultants are earning their paycheck) For phone roles you will be micromanaged and underpaid. Taking 5 minutes too long at lunch or on break will lead to a discussion. Leading company in investment cash flows but "bending the cost curve" is more important than employee engagement. (Has been declining steadily). Management is more helpful on paper than in reality, too concerned about tarnishing their "personal brand" than fighting for their employees. Other roles are understaffed and experienced employees move to new roles without passing on knowledge. Can lead to a loss of human capital.