Pros
Never have to leave your home. Paid training. Insurance benefits and a bit of paid time off. Immediate supervisors have been quality people. Senior techs friendly and helpful to new techs. Friendship opportunities in the chat rooms. Opportunity for lots of overtime at time and a half pay. Occasional bonus pay for overtime hours.
Cons
Apart from breaks, one is on the phone continually, rushing to finish call before next comes in. Employee ranking is "performance based," but evaluation standards change frequently, in mid-shift, without notice, without training, and without clear explanation of how changes are to be implemented. Mind numbing work when dealing with difficult customers. Forced overtime. Low pay. I work 60 hours per week to pay my bills. Unpaid hours must be worked to keep up with requirements. Employees with years of experience indicate that there are NO pay raises unless promotion to management. Contract states that employment may be terminated at any time, without notice, and I have been told this has happened. Policies are not geared to customer service, which is supposed to be what we provide.