The rules are made up and the points don't matter
Pros
They do pay you money.
Cons
The metrics are nonsense and change on a dime, same with your call flow. One minute your the best getting a certificate of greatness and an AT&T branded water bottle, the next your getting written up for some nonsense that happened on 1 call out of 600 for the month. Its like clockwork every time your getting a little too comfortable they attempt to rattle you by either writing you up, changing the entire call flow, or straight up just changing your entire department from customer service to sales to loyalty. At my center AT&T has ran off most of its good employees and the only reason I stay is because I have thick skin and live nearby so have next to no commute. Pointless trainings and company spends time and $$$ on teaching us how to "peel an onion" with a customer that had a unauthorized cell phone line added to their account by a store rep that is being forced to meet quota. The actual work for this job is navigating the nonsense and not getting bucked off the bronco by the constant changing policys and shifts.