Pros
Teaches you the basics for IT troubleshooting
Cons
You can be a top agent for several years and the instant the metrics are changed and your numbers aren't there, they will wave goodbye. Managers will issue written warnings and give agents "plans" to follow but when the plan is followed to a T and the results end up being the same, no one has any answers. The higher turnover gets, the less experienced the average agent is, which results in an overall lower customer experience. Yet they continue to self perpetuate the cycle and drive up metrics that directly result in agents being turned loose. Tools don't even accurately reflect their own utilization and you have to go behind yourself and take screenshots and keep them to prove you did things correctly. It's insane. Like anyone could be productive having to do that. All they care about are numbers. If you work here you will be a number and nothing more.