Pros
work-life balance, free lunch, scholarship for your children, allowances and other benefits, nice facilities for health, hobbies, and entertainment; access to class training that can help you rise from the ranks and acquire new skills to prepare yourself for other roles you find interesting and rewarding
Cons
assigning agents from one LOB to another without prior extensive training; frequent changes in leadership, processes, and scheduling; you cannot choose your day-offs; the ratio of SMEs to agents is low; system slow down and freezing of apps resulting in higher AHT when some agents leave work when their shift ends. Those who are left to handle the queue suffer so much due to mental anguish and frustration and lack of support from SMEs and TLs
