Pros

In our department (Market Research), we don't have to betray our morals or even be conniving, as employees in marketing call centers are often encouraged to do. The atmosphere is more relaxed than other call center environments, and the work is not particularly hard, though it does require a certain temperament. The local management is pleasant to work with, and understanding of personal issues when necessary. In the long term, there are MANY opportunities to move upwards within the company; short term, there are hours available for any employee who chooses to do so; some employees work 60+ hours a week by choice.

Cons

I sometimes get the feeling our center is something of a "red-headed stepchild." Our requests for supplies and equipment often fall on deaf ears, as do our communiques with our HR department; this often means that entry-level employees are able to get away with a great deal more misbehavior than they should be able to, while our local management is largely powerless to chastise them. Since ICT Group policy states that any suspension must be paid, we are unable to even send employees home for non-production. Plus, since the System Administrator for our center left for greener pastures, we are unable to replace production-floor PCs that break (and we're talking about 8-year old PCs that tend to die frequently).

Advice to Senior Management

Spend money to make money; give us the proper tools to do our jobs, not the cobbled-together el-cheapo solutions we have to put together for ourselves. After all, we can hardly produce without the proper support from IT and HR.