Vantaggi
You knew exactly what was expected of you. Management provided feedback on a monthly basis that indicated what need to be worked on and what was meeting expectations. Conduent (aka Xerox) was very accommodating when it came to PTO and sick days, basically had a month off with the two combined. Team managers attempted to keep morale up by having celebrations during holidays.
Svantaggi
When it came to PTO(vacation) if another team member was out then it was blacked out for everyone else. You had no control of when your shift was this was determined by management and could not be changed. Computer equipment was dated, took sometime to boot up and some was the cause of tardiness; clocking was hindered by long boot up times. Our team was a satellite call center to the client and the main center's management was responsible for providing essential information to better assist client's employees and sometimes was not provided in a timely manner which contributed to caller frustration. The main center also did not follow protocol for some customer requests and then when the satellite customer service rep was asked the same and could not comply it gave an appearance of incompetence.