Pros
Benefits and the four day work week. There is the potential for more pros provided you get selected to a team that is supportive and values your efforts.
Cons
Unrealistic goals (to quote management "its a balancing act"), terrible managers (only focused on numbers, essentially a robot); extreme micromanagement (at least with the team I was on; subpar training that provided unclear information or simply focused on less critical information. Another con was the constant change of expectations, one day you could be wrong because your handle time was too long, and the focus should be on keeping things short, then the next day your getting pinged because your talking over the caller. Essentially there is no win if your on the micro-managed team. Multiple daily teams messages highlighting your mistakes/missteps/failures to the group chat. Multiple daily emails to the entire team highlighting the same topics and including the month to date ratings. It's a very toxic environment, one that was reported to ethics...thats another con. Ethics talks/complaints etc. are managed through a third party. The complaint I did file, was never reviewed. HR never reached out to me to explain their steps (if any were ever completed). It was a complete joke to say "we take ethics extremely seriously". AI scores all the calls. Your manager simply looks at what the AI scored you as, and then makes their recommendations to you based on the AI score. They absolutely do not take the time to listen to the entire call, nor use logic or intelligence to evaluate the call. Your time has to be tracked essentially to the second. Skip even a minute and it counts against you. Bathroom breaks are also counted, as in don't be off the phone even for a trip to the bathroom because thats what your breaks are for. Even if you manager is working, your expected to reach out to ALL managers when you have an equipment failure. Those also count against your time as well.