Pros
Great way to gain customer service skills and how to deal with different types of complaints, great starting pay and pay raises per year, year end bonuses are awesome, trips to Amsterdam are sometimes available, high bonus tier; the harder you work the more you earn. Overtime is also often needed to help when numbers are really high.
Cons
Dealing with heavy complaint loads and lots of angry phone calls, favoritism by upper management, hard to advance to another position or supervisor position, consistency with procedures and balancing customer satisfaction methods. Often one person will train you a certain way, but you can still be marked down by a quality agent for doing something wrong, when you were trained a specific way. It's not very consistent. I also find a 30 minute lunch break is just not enough when working a 10 hour shift. I've also seen the last few rounds of interviews for various positions such as supervisor. Often people with terrible quality and productivity are promoted, because they are extremely social with the upper management. Those of us who are very good at their job and beg our teamleads for advice on being promoted are often given a few words of advice, but no real follow through. Interviews also vary; my first interview was all behavior questions in which I was, to be honest, not prepared for. After countless hours of studying and mock interview preparation, they asked all time management questions, and denied me, stating my answers were great, I just needed to "be more detailed." Promotions feel like a joke, and you pretty much have to be a social butterfly who kisses up to management to be considered, and have to overstep your comfort zone by emailing other departments to see if they need help with anything just to get your name out there. There is a fine line between initiative and desperation here.
