Pros

The people at eBay were amazing, they made it fun to come in to work. Most times members would be very grateful for the support which made it easier to deal with the angry members. Agents were always eager to learn and in turn I learned a lot from them.

Cons

Members can be very mean spirited and difficult to deal with. There are some people who worked harder than others meaning that sometimes you would have to pick up their slack.

Advice to Senior Management

Stop outsourcing. I've had many interactions with outsourcing partners and in large part they are not fun to deal with - I can only imagine what members experiences are.