Pros
Did you fairly good job of keeping things upbeat and light: a fair number of contests and games that tend to increase engagement and productivity. I also like the notion that to some degree nearly everyone is paid based on a commission.
Cons
They were not forward about the long hours: at times, 11-hour days. Just because you had a scheduled end time, doesn't necessarily mean that you'll leave within two or even three hours of that time. The pay scheme results in techs not wanting to spend the proper time on the phone with customers; I came to expect repeat calls on the same issue for this reason. There were even times where employees were routinely asked to show up 30 minutes before their scheduled start time. Those who didn't were threatened with a dock in pay.