Pros
Good benefits, pay is average/above average for the type of work. Paid training is provided. Self directed development, lots of room for advancement (unfortunately because of turnover). Company has high standards for customer service. They have a pay for performance program, increasing your earning potential. Good employee phone plan. Whenever higher ups learn of bad management practices, there is usually swift action to correct it.
Cons
There is a lot of tension between management and the workforce right now. Goals for performance metrics are not individually set and are often extremely ambitious, resulting in more than 35 - 40 % of employees not being able to meet the goal. The goals for monthly cash incentives are often unreachable and are not modified for special circumstances (issues and problems with new devices and network issues that raise call handle time or decrease customer ratings) . The management seems to operate that if one person out of 50 meets the goal, the other 49 need to be accountable as to why they did not meet the goal, not that the goal was poorly set.