Pros
Good wages and benefits compared with other companies in similar sectors. Thank the union. Great potential for transfers into many departments outside the call centre. This position is the proverbial "foot in the door". New hires are scheduled only morning shifts for many months in so-called "Rising Stars" training groups.
Cons
This is a call centre servicing only customers with problems with their TV and Internet services. Senior management views the entire department as a "cost centre" and costs must be minimized. New hires are scheduled morning shifts for many months in so-called "Rising Stars" training groups but after training members are moved to teams that usually work until near midnight. Management is clearly focused on making on-shore agents redundant. Ever increasing outsourcing to Manila is the means by which pressure is applied. The best employees are rapidly departing on other career paths. Senior employees are being fired for increasingly trivial reasons.