When first starting at Convergys I had a great time. Not to date myself, but it was a decent starting wage back then.
Calls were varied from Billing to Connectivity issues; customers were varied too, but that was the hard part of the job, besides management. Some customers were nice, most were mediocre and some were down right nasty. The job was more psychological then anything; stress from the calls could ruin your day, especially if you just started your day.
Management were prone to people who were suck ups and played favoritism against other agents. if you were disliked by one manager then all of them disliked you; with the exception of one or two.
Management used to track washroom breaks and lunch breaks to the point you were under a microscope and required permission to use the bathroom. Or if you had a particularly long call send someone (inexperienced usually) to 'help' get the customer off the phone.
People as always with any job make it tolerable. I've met and am still friend with many.