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Whew. Glad I passed! That is what I like to hear. And to answer your question in regards to pay - they get a flat hourly rate. No spiffs or commission. The philosophy is centralized around offering *excellent* customer service. In regards to scoring, carnow offers an internal scoring system as well as an external score where the customer can score the rep. The scoring system is 1-5 stars. And is based on a) answer time b) questions answered, c) appointment if necessary (meaning, was it a service chat asking for an appt; thus, did we capture the information needed). The rep, however, should have asked you to take a brief moment to rate the conversation. Offering that we use the feedback to better the way we approach customer service.