For many years now, every time I have to talk with someone on a call centre there has been a survey at the end with at least two questions:

1. Would you recommend us?

2. Was the agent helpful?

I have a friend who used to work at a call centre and would routinely get the lowest marks on the first item and the highest on the second. I do that when the company has been shitty but I understand the person on the line really made an effort to help.

Obviously, those ratings go back to the supervisor and matter for your performance reviews, which can make all the difference between getting a raise or being fired. If anything, call centre employees have a lot of incentive to do a good job if they have any intention of keeping it, because everything they do with a customer is recorded and scrutinised.

Fair point, though I think “did I accurately summarize a conversation” is much harder to check/get away with vs “did I piss off the person on the other end”