Pros
Very diverse work environment with lower than average attrition for a call center, although it is much more than that, which probably contributes to that "family feel". Like most places, this job is what you make of it. But, unlike most places if you want more and do more, you are recognized and often rewarded for it. One of the few places that still offer bonuses, 401K match, and paid benfits. I really enjoy my job, and often recommend it to others who are qualified and looking for a change from your average call center that often resembles your local high school parking lot after a football game...
Cons
QA can be unreasonable and it hurts overall moral. If the customer feels the call was good or bad they will act accordingly, regardless of what the internal scores are. Too much weight is placed on the score. We try to remember and add mandatory informaion and sound scripted and the customers disengage, so we both are missing potentially key details.