Pros
The best performers are consistently recognised and rewarded (competitions) Schedule is consistent and can be adjusted (upon approval) to meet your needs (e.g., instead of a 8x5 shift you can work 10x4) Regular training/learning material that you're PAID to review to help you in your role Supportive Team Leads who do their best to help you with whatever you're struggling with (chat topics, difficult customers, processes, and procedures) Team Leads review customer's surveys with you to find areas of improvement
Cons
Even if it's not your fault in any way, a customer can leave a dissatisfied "review"/"survey" that hurts your metrics Despite the fact that multiple Advisors could have handled the chat, the survey from the customer applies to all of them Co-workers/other Advisors regularly don't follow procedure, leaving their work for you to do (e.g., they make no notes on their interaction, so when the customer is passed along to you, you have to review the chat and add the notes yourself, wasting the customer's time and your own) Sometimes a Team Lead will give "advice" on how to avoid a bad survey even when it's due to the customer being entirely unreasonable or asking for an appeasement that we're not authorised to provide