Pluspunten
Unlimited overtime. Easy calls. If you have a desire to move up, you can with hard work. And of course, sucking up.
Minpunten
This is for the OnStar contract:
MANDATORY overtime, sometimes 5-10 hours extra per week. This is on top of the already awful schedules you get, which are based on your call quality, customer service surveys, and sometimes (but rarely) seniority. My dept had about 50 people and if you were below the 3rd top ranking person, you'd get stuck with an awful schedule. An example of these "awful schedules" would be working 8am-noon. Having a 4 hour gap. Then coming back from 4pm-8pm. Not exactly an easy schedule for more working families!
Goals and metrics changing literally almost daily. You might be on top of your game and taking 100% calls, but then they change something dumb, like call scripting, and it can absolute devastate your scores.
You have to plan you 2 week vacations over a year in advance.
They have a ridiculous pay cap. 12.65/hr at MAX! Unless of course, you kiss butt and become a team leader which even that salary is a joke. Required to work mandatory OT and you salary at 31k.
BIG THING: BED BUGS!!! I found one myself, reported it to HR who told me to block off the desk area and someone would check it out. Next day, people were sitting there. No one checked it out. Disgusting place! Disgusting people!