Avantages
Metlife was upfront when they said to "be very flexible" since there were always changes (daily, sometimes hourly) in what we were to do, and how we were measured and coached. It was like trying to build a skyscraper during an earthquake. The variables of the job were so diverse that even months of intensive training barely scratched the surface and it felt very much like being thrown in the pool unprepared to learn how to swim. Eventually, the entire home/auto division was scaled way down (massive layoffs, starting at the top) and the division was sold as corporate decided to go a different direction.
Inconvénients
Very stiff corporate structure highly dependent on metrics, with a lot more "stick" than "carrot" in terms of motivation. Very little human consideration or interaction beyond taking incoming calls at a rate that felt like drinking from a firehose (even after I was very experienced). They tried, sort of, but it was always in the form of some dumb online game.