Pros
The pay is reasonable, they pay punctually and overall Test and Trace calls can be rewarding if you push through the company's shortcomings and still do your best to help the public. Teams are diverse. You get to work from home and have no commute.
Cons
An absolute shambles. The training is barely adequate, the environment is one of toxic positivity that does not promote any sort of constructive criticism, the guidance is poorly written and the systems are clunky (and when they stop working, which they often do, you can expect a hit in your pay). Many team leaders are condescending or absent, have no idea what they are doing and no skills in managing personnel. If you have a question they will simply copy and paste information you already have or pass you on to someone else. If you need to get in touch with the absence line, good luck. Booking holidays around Christmas was made nearly impossible, and reasonable complaints were met with drivel about how important our job was, as if that had anything to do with their lack of organisation. More generally rotas were not given more than two weeks in advance. They preach about mental health and empathy, but when it comes to their agents they follow none of their own advice. There is little to no job security, not even when a campaign gets extended, and don't expect to be given any meaningful feedback on your performance, just a generic script.