Pros
You meet many good people, diverse international team, adequate training at the start. My TM was very fair and decent. They allow you to take vacation in advance. Bonus structure can be worthwhile if your are consistently one of the top five agents.
Kontras
Very poor management team, very disorganized. No due process and a logistics nightmare. They do not communicate about even the simplest day to day adjustments. You're just a number to the management, they really couldn't care less about you. Only one IT guy for the whole building takes months to fix anything. As an agent you are kept in the dark about a lot. Everything is slow moving. You'll have to BS on the phone because you're given no real explanation to known problems for months. All the agents get in the mean time is a new process and excuses. The team managers don't communicate so you will have to reexplain everything to each of them. All they care about is keeping the HP contract and keeping the numbers right. Constantly being phoned to "take another call" by TM's. A very bad office atmosphere. They treat you like a child. TM's will start gossip and talk bad about other agents to you during reviews. People are overworked, under appreciated and being pushed to their breaking points. Very high turn over, thus they never have the right amount of staff for the volume of work. Every week in the summer half your team will take sick days and go the the beach with no repercussions. Virtually everyone is using some type of controlled substance just to cope with the job day to day. Agents routinely work drunk or high. "shut up and take another call" is the attitude. Not concerned with quality, just the numbers. You will be given no extra time to actually do the work correctly. Both tech mentors and agents are given unreasonable time frames for the amount of work they're required to complete. You will be given written warnings due to a random process error, that was caused by lack of time, by a person that hasn't been on the phones in years. You will be asked to give service over the phone on a printer you've never seen or touched before. Avoid Sitel in Barcelona if at all possible.