Pros
If you do everything they ask you can move up quickly, if you ignore the scorecard metrics and do your own thing you won't Flexible hours/options to leave early when not busy Good insurance options Shifts are not determined by seniority, but by performance Very lenient attendance policy Extremely easy TVs around the call center allow you to be entertained while you are unplugging a modem for the 20th time that day or when there is 20+ minutes in between calls Many reviews harp on upselling, this used to be the case but was fazed out around the beginning of 2013. You are not asked to upsell, or really even sell at all. The focus is now on fixing the customer's problem quickly and professionally so they won't have to call back in.
Cons
Micromanaged Great variance between how teams are ran Most of what is taught in training is a waste of time and there is no need to know it Customers, just like nearly all call center jobs, can be mind-numbing. The majority of calls are issues with their own equipment or something they did wrong but that won't stop some from taking it out on you or asking for credits non-stop. Extremely repetitive. 75% of calls consist of unplugging the modem and router, waiting 30 seconds, and then plugging them back in. This makes the job very easy, but very boring.