Really depends on the company. Generally, for high quality on shore call centres, you do not use customer satisfaction as a metric for individual agents. You’d

Really depends on the company. Generally, for high quality on shore call centres, you do not use customer satisfaction as a metric for individual agents. You’d use first contact resolution, average handle time, and their ability to stick to the flow they’re meant to (like transferring the customer to a survey after the call). Like you say, satisfaction encourages lies. Much like sales commissions.