Pros
The pay was decent, and at the time we earned bonuses for reaching high stats. We received plenty of training and development opportunities. Some people liked being able to work overtime b/c of the pay. Also, if you were scheduled to work on holidays they would usually give you a treat and extra pay. There is a cafeteria downstairs, which is convenient, and there's a courtyard that's nice to take a break in. The company does stuff to keep people motivated and happy by rewarding them for excellent calls, or bringing in food trucks, and doing other fun activities.
Cons
We were understaffed a lot in the Spanish department, so we had high, back-to-back call volumes. It can be a stressful job because calls are routinely audited and scored strictly to ensure we were hitting the right talking points and adhering to procedures. For some, the pressure to work overtime or being scheduled on holidays was not a perk. Although the company culture is generally positive, sometimes within teams there's a lot of gossiping and catty behavior that is difficult to put an end to. Schedule adherence policies can be tricky because your breaks are scheduled, but if you got stuck on a call you were considered out of adherence. Bidding on time off a year in advance and finding someone to cover you shift on short notice are tricky too.