Pros
VOIP allows for sales work from home, which allows much more personal freedom. Work schedule changes a few times each year via employee bids, which are set by seniority and performance. Good tight script for sales, and good training. Good reinforcement from the supervisors, who are in call centers elsewhere, and interact with employees also via VOIP. Overall Positive work environment. The raises and bonuses were helpful, and the health benefits were affordable and useful.
Cons
VOIP allows for sales work at home, but frequent call drops, and bad-, or low-volume connections hinder those sales. These bad calls account for as much as 15-20% of total call volume, but performance is evaluated by sales percentage of total call volume (conversion). There was no accounting for these dropped calls during performance evaluations, for performance-based bonuses, or for shift bids.