Pros
They provide a paycheck and some level of stability, however if they don't change they will not survive. Other than that, not many positives.
Cons
Technology, if you call it that, is simply outdated to the point it makes your job almost impossible. The expectation is that they will compete with other carriers based on "service" alone. Service is defined as responding to everything as quickly as you can but get everything else done too. However, because of pathetic systems you can't be efficient, even the email is unsupported Thunderbird Mozilla, because it's free. No PowerPoint, no Outlook, and literally no clue. Many of their problems could be solved by better more efficient systems, not more people. Many managers are either too ignorant to know how bad things are or they truly don't understand because this is all they have been exposed to. I agree with other poster's comments regarding career suicide and promoting new ideas, they are incapable of adapting them so there is no point. Agents don't recognize the inefficiencies and lack of service aren't really people issues but systems.
