Terminology and acronyms that you need to know. (Because everything is measured. Everything.)
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CSAT (Customer Satisfaction Survey) – Usually a 5 question survey sent out to customers at the end of a call to gauge how you have assisted them. The dread of every agent in an account with CSAT. It ensures that you are nice to your customers….or you can kiss your incentives goodbye.
To get an idea of how CSAT works call your local telecom provider such as Globe or Sun and you will get a text message survey. That is the CSAT survey.