Call Center Cheat Sheet 2026

The 30 highest-yield Call Center facts, distilled from real exam questions. Print it, save it as a PDF, or study it here — free, no sign-up.

1. Which theory does the call center technology fit into? → Queueing theory
2. Under the FDCPA, how many times may a debt collector call a consumer in a single day? → There is no specific daily limit but harassment is prohibited
3. What is the industry-standard service level target often referred to as the '80/20 rule' in call centers? → 80% of calls answered within 20 seconds
4. Which technique involves restating a customer's concern in your own words to confirm understanding? → Paraphrasing
5. Which call center technology uses skills-based routing to match callers with the most qualified available agent? → Automatic Call Distributor (ACD)
6. Which of the following is a required element of a written TCPA consent form? → Clear and conspicuous disclosure that the consumer authorizes autodialed calls
7. What is the primary purpose of using a call wrap-up or after-call work (ACW) period? → To document the interaction and complete any follow-up tasks
8. Which metric is calculated by dividing the number of calls resolved on the first contact by the total number of calls received? → First Call Resolution rate
9. What is the main risk of setting overly aggressive handle time targets for call center agents? → Customer satisfaction may decrease as agents rush through calls
10. When is it appropriate to use a callback escalation instead of a live transfer? → When the specialized team is unavailable and the issue is not time-sensitive
11. A customer is upset about a billing error that occurred three months ago. What should you verify before escalating? → The customer's account history and the specific billing discrepancy
12. Which QA approach evaluates customer interactions based on whether specific behaviors were present or absent, with no partial credit? → Binary or pass/fail scoring
13. Which technology allows a call center agent to see a customer's account history and previous interactions on one screen during a live call? → Computer Telephony Integration
14. This is the capability of a device or program to understand and execute voice commands or take client dictation, frequently leading to call center cost savings. → speech recognition
15. What role does average handle time play in workforce management calculations? → It is a key input for calculating how many agents are needed to meet service level targets
16. Which metric specifically measures the percentage of customer issues resolved without requiring a follow-up contact? → First Contact Resolution
17. Why is it important to include positive feedback alongside corrective feedback in QA coaching sessions? → It reinforces effective behaviors and increases agent receptiveness to improvement areas
18. Which of the following metrics is specifically designed to measure customer loyalty by asking how likely a customer is to recommend the company to others? → Net Promoter Score (NPS)
19. An agent consistently scores well on QA evaluations but receives low customer satisfaction ratings. What should a QA manager investigate first? → Whether the QA scorecard accurately reflects what matters most to customers
20. Why is it important to use positive language when speaking with a customer? → It helps frame solutions rather than limitations, creating a more constructive interaction
21. What does 'silent monitoring' refer to in a call center QA context? → Listening to a live call without the agent or customer knowing
22. What does 'Average Handle Time' (AHT) include? → Talk time plus hold time plus after-call work time
23. What is the most important reason to paraphrase a customer's concern back to them? → To confirm understanding and show the customer they have been heard
24. A call center agent notices duplicate customer records in the CRM. What is the recommended best practice? → Merge the records after verifying which contains the most complete interaction history
25. What is the primary purpose of a calibration session in call center quality assurance? → To ensure all QA evaluators score interactions consistently
26. Under PCI DSS, call centers must ensure that cardholder data is not stored in which of the following forms? → Full unencrypted card numbers in call recordings or screen captures
27. What does 'conversion rate' measure in a call center sales context? → The percentage of sales calls that result in a completed purchase or agreement
28. Which KPI is calculated by dividing the total time an agent spends on talk time, hold time, and after-call work by the total number of calls they have handled? → Average Handle Time (AHT)
29. What does a high Call Abandonment Rate most likely indicate? → Customers are hanging up before reaching an agent due to long wait times
30. Which QA scoring method assigns different point values to criteria based on their impact on customer experience? → Weighted scoring