Pros
Very few! Training is nine weeks long and thorough (but there are negatives there, too). It is a diverse workforce. Metrics are achievable, even directly out of training. Salary is above average for non-degreed service jobs.
Kontras
Unprofessional at every level of employee. Trainers are, by and large, former customer service phone representatives, who had high metrics and good attendance. Classroom control, especially during continuing education classes or "uptraining" is virtually non-existent. They really don't know how to train. In the four months I was there, I either witnessed or was subjected to no less than six prejudicial events ranging from ethnic slurs to gay slurs. Customer Service Representatives look for ways to not be on the phones and complain about "back-to-back calls". Rules in place, particularly dress code and no eating in your cubicle, are not enforced or are enforced haphazardly. Supervisors are all former CSR's, with no management experience, very little management training and are frankly quite lousy at their jobs. Call center management is metric focused, not quality focused. A "quality call" can be done without inflection in the voice or actually caring about the customers on the other end of the phone.