Pros
I work in the xbox division. The pros that I have noticed are the ability to work from home, Sutherland provides the computer in order to work from home, benefits, work with customers from all around and be able to provide support and carry conversations with them about game titles.
Cons
Lack of communication between 'higher ups' and employees. Low pay with a very high call volume(but it is work from home so I understand) Recieveing different knowledge from managers that contradict eachothers, or lazy responses in internal support room specialized for agents that have questions regarding a call. If a customer request to speak to a supervisor, the 'supervisor' will typically tell the agent to not connect the customer to them, but instead send an email or follow up months after as a 'cool down'.