Pros
Co-Workers. I do not mean supervisors. I mean co-workers. The people taking calls around you. These people go through the same crud you do day in and day out. There is a peer support system that develops. If it were not for this peer group i think many more people would be hospitalized.
Cons
Oh where to start? Stress, stress, stress!!! Someone died on the floor from a heart attack right around Christmas of 2012 due to the stress and the company tried to hush it up. Weekly people are wheeled out in wheelchairs or taken out on stretchers due to heart attacks, panic attacks, or mental break downs. This is a very thankless job where you have the supervisors on your case on one end and mad customers yelling at you on the other. There are no raises! You are capped out at 10 dollars a month. If TeleTech is given money by a project company they support such as USAA, Best Buy, or HP, that money is not seen by anyone who works on the phones. The company pockets that money. They instead spend it on flat screen tv's so they can show you how bad the statistics are and how much harder you need to work and get people off the phone. There is no sick time nor vacation time. Each pay period you accumulate about 2 hours of PTO (Paid Time Off). If you are deathly sick with a flu and cannot come in to work, they will take your PTO and apply it to any time you missed due to illness so you can pretty much kiss any vacations plans goodbye. Also doctors notes mean nothing to this company. If you end up in a car wreck you better hope it ends up on the news as you will be written up for being gone anyways. If you need time off and have the hours accumulated to cover what you need, you have to put in the request no more than 3 months in advance, however they will not approve or disapprove your request until the day before which leaves no room to change plans or make accommodations. The Office Politics are horrible. New people to the floor can tell within minutes what supervisor is "seeing who" due to favoritism shown on the work floor. I personally sat next to someone who was allowed to sleep on the phones during work time because their boyfriend was a higher up. There is no room for advancement. It is not a game of what you know but rather who you know. Tenure means absolutely nothing to this company. New hires are in fact given preferential shifts over people who have been with the company for a vast longer amount of time! If you have children or other activities outside of work, be prepared to miss out on much of that time with them as once you are assigned a shift, even if it is a horrible one, you will be stuck with it. I have heard that the company is making people do shift bids (assigning of shift to be worked) now every 3 months meaning every 3 months people are having to rearrange their lives.