LPT: If you are applying for a position at a call center, ask if their client uses a CSAT system. If they do, decline the job offer.

Because a 90% customer service rating is very difficult to sustain.

Let me explain what CSATs are.

Customer satisfaction. A customer fills out a survey about the service they received over the phone, what ever rating they gave on the survey will reflect on the person they spoke to. It doesn't matter what reason if there is any. It doesn't matter if the other agent messes up, it counts against the person.

CSATs are extremely unfair metric to rate customer satisfaction. Even tech support reps have to deal with it. You can get negative reviews that hurt you for things you can't control. If an order is late, you suffer with a poor review. If the cable bill is $200 above normal and there's nothing you can do, you're fucked. If your scores are below normal, you'll get a performance plans which if you don't meet it in a month, you will be fired.

CSATS are nothing but the luck of the draw. That's it. Even if you busted your butt to satisfy or solve the customer's issue, you'll get a bad survey rating for a fairly stupid reason. Managers will not have your back and will act like it's your fault you got it, even if it's clear you did nothing wrong.

People have cheated the system to keep their jobs. If you have to cheat to keep your job, then it's not worth keeping.