Pros
Some of the agents are great to work with and willing to listen to listen to your knowledge and experience. Full-time staff are friendly.
Cons
Zero benefits for staff.
Poor communication. Problems are treated as "it'll work itself out" rather than addressed.
Policies are either not communicated or change due to lack of policy manual for staff. When I was hired I was told I had 2 weeks vacation, use it or lose it, then 2 years later I was informed it was accrued and I had taken vacation I hadn't earned (even though it was approved).
There is no HR.