Pros
It's a job during a time when many people don't have one. Ground level team has a true family vibe.
Kontras
Upper management leaving fake reviews.. We work with these people daily, we know they're writing styles. This should tell you everything you want to know. Constantly threatened with performance management plans, meanwhile management level people do nothing, and pass the buck to the team leaders to do their jobs for them. Several members of management are bullies and have outstanding complaints against them, but no action is ever taken when agents are repeatedly reduced to tears by their behaviour. Policies rolled out which seem to tell us that they're actively trying to reduce the team probably to take it overseas, for instance, if you're late three times within an undetermined period, you could be performance managed or terminated. There are plenty who are late more often than this but are part of the favourites so aren't affected. Constantly reminded if you use your sick leave that if you use up your sick leave you could be terminated too. Lots of threats, the place is really degrading to work for. No career progression unless you're part of the favourites club.