Pros
Agents were encouraged to provide the best service experience possible with minimal rules to follow. Procedure was not strict like many other inbound call centers and could usually be broken at the agent's discretion. Management genuinely worked hard to make sure the employees were properly valued and taken care of first. The philosophy was that happy employees provide the best customer service.
Cons
Customer management database was stored at a remote location with an unreasonable latency in response time, average of 5-7 seconds after searching for a single customer. Systems generally outdated and not cohesive at all. Dealing with the average American consumer 40 hours per week under florescent lighting should be considered cruel and unusual punishment.