The customers in the industry can be extremely unreasonable and heated, not for the faint of heart.
The hours can get pretty long, everyone from the technicians to the call center is expected to stay until the job is finished. Overtime is a bonus, but it does take a toll and can cause tension.
When a member of staff isn't friendly and works against the team it usually takes a long time for management to act.
The benefits / health insurance is mediocre.
No dedicated agent development. Training used to be non-existent, now it's started but it still needs to be worked on, it's extremely hard to work without a foundation of knowledge, and you spend a lot of time fixing things that weren't done right by anyone. Bad information gets disseminated sideways by other staff that don't know any better.