Pros
1. Employees get to work from home, which can be really nice sometimes. 2. As a front line employee, it's easy to stay updated on current virus patterns, computer software, peripherals, etc..
Cons
1. Employees are forced to use their own hardware and provide all necessary resources in order to continue employment. Downtime of any kind, regardless of fault, is blamed on the employee. 2. Employee morale is poor due to the lack of any raises at all for years, and the sheer volume of work that constantly needs to be completed. 3. Sheer number of work. Taking call after call all day long with so many calls always in queue is the hardest "desk job" you will ever work. It's a regular "technical" call center environment. 4. Policies and Procedures. One week you'll be following one policy, and then the next week it'll be something completely different for no apparent reason. 5. Stability. Expect to be shifted around and doing different things due to new partners and changes with existing partners, despite (possibly) having seniority and good metrics.