Pros
Great benefits, amazing co-workers, great ergonomics, schedule doesn't change much, company usually has good intentions. Metrics are reasonable to get a quarterly bonus (put it in your 401k so it's not taxed away) Attendance policy has become much better. (Find a good team lead and try to stick with them)
Cons
Hard to move anywhere. Pay doesn't increase that much, can be up to 5% yearly but even if your a top performer, some Team leads will find a reason to make it 2%...can be back to back and overwhelming with no Sr. agent support anymore. Don't trust anyone. You get in trouble for doing things for the customer on their account when they ask you to. No sick time, if your sick you lose pto for the year. Cell phone police! We help customers on the app on our phone and get yelled at for having it out...what are we in school???