Pros
They paid well, which is the main reason people have stayed around for so long. After 18 years I had 4 weeks of time off.
Cons
Serious micromanagement! I've seen or have been myself warned about being 1 minute late. A manager wrote up a co-worker and threatened to fire him because he was supposed to have 1.45 tickets closed per hour, and he had 1.43. Goals and responsibilities are ever changing. They have no clue what they are doing since 2002. If they didn't already have such a large customer base built from the AT&T days, this company would have gone out of business. They waste millions of dollars on stupid acts like moving a hundred employees across the state for 1 year, only to move them back to the original location at a cost of 2 million dollars. Yet they can't afford to give out little paper calendars, or pens/pencils. They tried to move the work to India, where the cases just sat over night, and then returned to the U.S. engineers to actually work it. They built a new multi-million dollar office building in Argentina... and then closed it when they didn't work out. They've tried China and Philippines too. There are people who have been working at this company for 15-45 years, and yet no one asks them about what the company could be doing better. They repeat the same mistakes over and over, despite the workforce telling them it won't work, we already tried that.They stopped caring about any of the customers below their top 10 which are the major banks. They have lied and broken contracts for every customer below that. I could write several pages on all of the crap going on there, but just leave it as don't bother, or be prepared for the next job when this one goes bankrupt.