Vantaggi
If you're a build-a-schedule agent you get to make your own hours (within company rules, such as a minimum number of hours per week, a minimum number of hours in your scheduled block, and a minimum number of weekend hours). You can manage which days you need off in the event there is something you want to attend. There's no commute, which is great. You're home so you can work in your PJs if you choose. You are close to your family and you never have to travel in bad weather. The pay isn't terrible for a work-at-home position.
Svantaggi
The metrics of this company are almost impossible to meet. You are asked to conform to a very high standard such as the amount of people you book or the amount of time you spend on the phone with each person. You are (like others have said) micro-managed to death. You are given one 15 minute break for every 3 hours you work (and a lunch if you go over 6 hours) but don't expect to get any other time away from the computer outside of those scheduled breaks. If you have to use the bathroom and you just took your 15-minute break you're screwed. You can't clock out without facing repercussions such as being written up for attendance or your availability. Once you are written up three times you're terminated. Doesn't matter WHAT you were written up for, as long as you were written up three times you're gone. You could be given a new boss with absolutely no warning. Also the discrepancy between bosses is ridiculous. What was okay with one, may not be okay with another. What was said to be "company-policy" by one may not even be company policy. Also, it's an extremely busy job. Don't work here if you're looking for something to do while you take care of other people like kids or grandparents. You will be on the phone from the time you sign in until you sign out again. Calls during the busy seasons (from about march to October) were back to back. You will hang up with one person and the next call automatically drops in. It gets overwhelming, it gets stressful, and it gets to be exhausting. You will have no choice but to answer the calls and keep doing what they're paying you to do and hope that your "metrics" survive until the end of your shift or you're going to be written up for not performing well.