Pros
If you like people, having every problem solved for you by scripts, and what few problems you do need to solve using your brain still need to be within rather tight designated lines then you'll love it
Cons
"We don't approve working when not clocked in, it's against policy" followed shortly by "we suggest you get here 15-30 minutes early to get your computer on, programs running, and log into the phone system before clocking in" Pretty much tells you all the info you need about how contradictory many policies and suggestions are... Such as don't hang up on a customer (even when they're being abusive), but you still somehow don't have to take abuse from the customer. Then any call that you do wind up forwarding to a supervisor is met with a lecture on ho2 you need to work harder to descalate the situation even though it only happens once every couple months... Hoping they changed a lot since I worked there, but I doubt it. Glad I left when I did before it drove me insane, I still get moody when someone says the words "metrics" in reference to any data point. You get a real "worker bee" vibe here, it's a step above feeling like a cog, but not enough to make you feel like your opinions matter in any way.