The intensive, in-depth six-week training is a double-edged sword. I was put in a room with a company by myself and listened to a facilitator explain to a group of us through an e-classroom. While I participated a lot, I know that some of the CSRs were sleeping or doing something else. This system will work for people who have integrity and are willing to learn. However, because the position only requires prior customer service skills and a high school diploma, some CSRs just didn't care too much and did other things to past time. If you're willing to participate in the discussions, you like me can use this to your advantage because the facilitator gave great feedback to my manager about my high energy and willingness to learn.
Another con is that RBC is such a large company that sometimes the culture becomes blurred. More emphasis should be put into ensuring that the company's values are instilled into the employees so that the company's goals are aligned with the employees. It is only in this sense that the company can move forward.