Pros
It can really depend on what client you get set up with. If you're working with their furniture or IT company, the calls are apparently far more relaxed than the other clients. The training was extensive and honestly a great learning environment. Most of the managers are aware you're working in a call center, which is a stressful job on the best of days. The floor leads are very helpful and will give you great advice in the middle of calls if you're stumped on what to do.
Cons
While the managers may be aware it's a call center job, they seem to enjoy all the negavitiy that comes from that kind of environment. If you're on the banking team, you are not allowed any breathing room in your shift. They monitor your bathroom breaks by the literal second. The calls are always back-to-back. In the 5 months I was there, the longest time I ever had between calls was 30 seconds. You're not even given time to close out your notes between calls and the software will automatically close them out and move onto your next caller's data. You also have to participate in a morning meeting where your team is grilled on random banking questions that everyone has to get right or else they will be chewed out in front of the whole team. You are also required to literally clap and cheer the company mottos before starting and you will get in trouble for not participating. The most obnoxious feature has to be that if you do find yourself in a situation where a team lead thinks you were rude to a customer, it really doesn't matter if you go through the process of reviewing the entire call with management. You can literally point out everything wrong QA pins on you but will not get them removed from your metrics, just told to do better and still get written up. It's really luck of the draw if your call is going to result in you getting written up or not.
