Pros
Pro was that it was work from home, I personally had a good experience with the management and not being micromanaged myself. However, it is not that way across the board
Cons
Would cater to the bad programs, wishes of the clients rather than helping to push for the things that would provide good customer service, clear/open communication. Using a very inconsistent and inefficient process for staff schedules. Breaks/lunches and duties would change multiple times per day without adequate notice. These type of things caused backlog in emails, disgruntled agents, customers, and staff. Resulted in very delayed response and completion times. Every time there is a computer system update (normally with useless/tracking updates) it would cause the system to crash mid call/chat. So many IT Issues. The IT Support was extremely rude and did not want to actually help resolve the problem. His go to is its your internet that is the problem. Well it wasn't the internet connection most of the time. He did not care that the system was not working properly and would often tell employees to just deal with it because it wasn't a big enough problem to warrant looking in to it further and to stay active online.