Pros
Pay is ok. I enjoyed the actual work. Was able to have a good schedule—three days off consecutively. and no weekends.
Cons
Their first shortcoming is that they are contractors. Perhaps employing workers will help them avoid feeling like mindless slaves. The management doesn't care about your opinions or listen to you. Although I believed they did, they ignored my email and never responded after I went above and beyond with suggestions for improving the virtual call centre floor. Three weeks have passed with no response. The best part was that the office manager said this was a very significant topic in his email. For a significant issue, three weeks to receive an answer? Whoa. They don't trust the agents to think for themselves, and they are tightly scripted. Get penalized for deviating from the script, even if it resulted in a better call and satisfied customers. They are more concerned with their outdated structure and money than with that. They lack leadership and don't accept responsibility for their mistakes. There is minimal training. They expect you to learn about a brand in an hour, forget about it for two months, and then remember everything—unexpectedly—when a random call comes in two months later. You'll receive a poor quality assurance rating because you didn't follow the protocol because you clearly forgot everything from the hour-long training two months ago. Unlike them, you have more important things to think about than the company.