Pros: clocking out, some of the people you work with.
Worked here for a few different programs and at many levels, from grunt, to management, and saw no real difference.
As a phone jockey, your job is to exist and fill a space for your shift. You take endless calls (when the systems actually work) during the day. Usually, your manager knows just enough to keep them occupied, and when you ask a question, – more... you're told the company line a shoved back underneath your headset.
On the Mortgage program, we were fed tons and tons and tons of information on a daily basis, expected to remember protocols that changed often (sometimes several times within a day) and if you failed to deliver the answer that management was looking for, you were penalized.
Upper management was a joke. They usually knew less than the supervisors did, and their answers were often based on what they thought sounded the most "businessy" - I.E. "Let's get those goals and expectations met" or, in the case of an employee conversation "Let's set the expectation" and if they weren't able to perform "Let's start the paperwork" meaning let's find some reasons to write them up and fire them.
My biggest problem, other than the fact that advancement was about whose rear you kissed, was that the written policies weren't even followed by upper management. Whenever it suited them, they would write you up for a certain code, and then advance your "step level" towards termination for things that, according to their own policy, didn't warrant advancement of the write up as it was for a completely separate offense.
The cleanliness was deplorable, in the few years I worked there, I was sick more than I have ever been sick in my life. Headsets were old and didn't work reliably, the desks were covered in dust and grime, keyboards and desks stained in so much crud that not even NASA could decipher what went on.
The pure pettiness of the atmosphere, coupled with terrible salary that would take a decade to make a decent living wage on versus what you're ordered to do and put up with, leaves me to give this company a fail in all aspects. The uppers will speak out of the sides of their mouths to you about "investing in people" and when you do, you're penalized for not making numbers, or "Identifying trends" or whatever other ridiculous nonsense they decide to make as the reason you aren't getting it done. When you aren't fully trained on how they want you to do things, that's an excuse. They expect you to "sink or swim" or be fired. Worst place I have ever worked for.
This company makes its money by attrition. They make bookoo bucks on you while you're in training and then once you get out to the calling floor it becomes a profit incentive to terminate you so they can replace you with someone less trained. The cycle continues. If you have any dignity, I wouldn't waste a second trying to get hired here. – less