Pros
People are generally friendly. The culture actually depends on the team that you belong to. I have heard that other teams have very toxic cultures where people pull each other down but our team is very much united and the seniors are more than willing to teach and help the new comers.
Cons
This depends on the account that you're in, some might not have this issue. From my experience, the management is very chaotic. Processes are outdated and information is severely lacking but the client is not very welcoming to change and improvements. There is frequent communication between the call center and the client but the client barely listen to suggestions (client, not customers). They would "listen" and acknowledge your concerns but changes never happen, everything stops at "acknowledging" your concerns. Both the call center management and client would keep on pushing employees to show better numbers but at the same time ignoring the fact and refusing to accept that there are a lot of things needed to be improved in the process to make the goals achievable. In the end, the call center would just find ways to create "fake numbers" so that the data would look good and satisfy what the client is asking for. The problem is that the client itself chooses to turn a blind eye to the actual issues and always blaming things to the "incompetency of the employees". The call center should definitely audit hirings now that a lot of the employees are working from home to make sure there are no "funny business" going on and people are not taking advantage of the situation. Employees are made to work long hours, sometimes without OT pay and they are under appreciated. No salary increases and the salary package is lower than what is offered in the market, that's why the team is having a hard time finding applicants who have fitting level of skill and knowledge because those that are actually capable would always end up choosing a different company due to the incompetent salary offer. Actual competent employees are made to work long hours to cover up the incompetencies of others. All in all, bad management and communication between the call center and client. The call center does not put an effort to protect their employees as well. Everything is about money for them and what benefits the call center, the typical "big corpo" attitude. Again, this is account specific, I cannot speak for the whole company as the practices and culture would depend on the account that you will be handling . Other accounts might not have these concerns.
