Prós
ACS offers decent benefits and some opportunities for advancement. They adhere strictly to HR policies and follow the letter-of-the law with respect to harassment - they have a zero tolerance policy for discrimination. The training department is first rate. Reps are provided a thorough initial paid training and constant up-training.
Contras
The pay is below average for most workers. Although the company actively pursues and takes action to eliminate discrimination, there is a subtle nepotism which permeates the company. In fact, the owners grown children are part of upper management. Company policy changes almost daily and there is constant confusion about it. Customer service reps are held to ridiculously high standards (low talk time but high customer service satisfaction, which can never work). Because of the company's customer policies, there is a lot of employee/customer dissatisfaction, which means anyone answering the phones gets beaten up verbally. Employee turnover is so bad that an inside joke is that ACS is a training school for customer service. Reps learn the trade and move on to bigger and better things at an alarming speed.