Pros
-Full-time work -Hybrid work -Nice working environment (if you are only focused on the salary over career development) -Less strict rules e.g not allowed to bring phone to the desk or having lunch on the work desk. Those can be compromised.
Cons
-No wellness benefit for employee especially for agents that dealing heavy, super stressful and unfair workloads -MY SPVs tend to work over favoritism rather than agent's work quality. For example, an agent can take day off or change the shift since SPV and the TL are bestie outside work. -KPI solemnly based on number (score) while there are some agents cheated to get highest score and bonus. I know someone who still works there, always get the highest score but turned out using a fake account. What a nasty person and yet TL seems unbothered.