Pros
Well, it's somewhat stable work, and at times can be a very enjoyable place. Beyond that, you make $9+ to sit on your butt all day and answer calls. Not a bad job if you're okay with either staying in the same position indefinitely or being a suck-up to promote.
Cons
You're sitting on your butt all day and answering calls, which can get tedious. The management/supervisors don't enforce many policies until the client points out that the issue has gotten out of hand, or in the case of guidelines/procedures set forth by the client, don't KNOW the policies until agents call them out on it, at which case, the agent is regarded as a know-it-all and overstepping their bounds. Preferential treatment regarding promotions seemed to be a big issue when I worked there. The biggest kissasses and those who were in close with the existing managers were the ones that got better positions. I was employee of the month twice, and given a quarterly award twice for attendance and performance in key metrics over the course of one year, yet after 10+ attempts to promote beyond "agent," I got an internal interview once, and was promptly rejected for lack of confidence. Interestingly, the person who got promoted instead of me had at one point been on their "final warning" for poor attendance, never received any accolades for quality assurance scores, etc. My suspicion is that I got passed over for any other position because they needed good handle times, QA scores, and someone to fix all the little mistakes that would've otherwise cost a number of jobs. Because that's more important than a trainer or supervisor that can teach people how to succeed. Quality Assurance analysts seem to pick and choose if they don't like you, setting you up for failure by ensuring that they only review your worst calls. More often than not, one hand doesn't know what the other is doing there, and as a result a lot of things don't get done as they should.
