Pros
The kind you get with a corporate place, benefits, etc. You can advance easily if you work hard and are patient. Pay is consistent and you get reviews for raises. Most people that work there are nice. Occasional perks mailed to you.
Cons
Your managers have managers that have managers and they have managers, its likely your direct manager can only take schedule requests but has no control over approving them. They will deny your time off and holiday requests then schedule you on your day off due to a holiday but not give you another day off in return, but the ones doing this don't actually speak to the agents directly. They seem to create random departments then remove them when they don't work. The processes for your job change daily, not the job itself but HOW you do it, I've never seen a company that's been around for so long still trying to "figure things out" so regularly. - If you demand consistency this might not be the place, if you like constant change then go for it.