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. What does CTI stand for in the context of call center CRM systems? → Computer Telephony Integration
2. A call center measures 'occupancy rate' for its agents. What does this metric describe? → The share of logged-in time agents spend actively handling calls or call work
3. Which theory does the call center technology fit into? → Queueing theory
4. 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
5. 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
6. A call center's occupancy rate is 92%. What does this indicate? → Agents are actively handling calls or in after-call work 92% of their available time
7. A call center pays agents a base wage plus commission on sales made during service calls. What is this pay structure called? → Base plus incentive compensation
8. Which technique involves restating a customer's concern in your own words to confirm understanding? → Paraphrasing
9. A team's average after-call work (ACW) time doubles after a new CRM rollout. What should a manager investigate first? → Whether the new system is slower or agents need more training on it
10. Which metric most directly measures whether complaints are being resolved without escalation or repeat contacts? → First Call Resolution (FCR)
11. During a call, the agent must place the customer on hold. What is the correct procedure? → Ask permission, explain why, give an estimated time, and thank them when returning
12. Which call center technology uses skills-based routing to match callers with the most qualified available agent? → Automatic Call Distributor (ACD)
13. Which of the following is a required element of a written TCPA consent form? → Clear and conspicuous disclosure that the consumer authorizes autodialed calls
14. Which metric specifically measures customer loyalty by asking how likely a customer is to recommend a company to others? → Net Promoter Score (NPS)
15. Under the Fair Labor Standards Act, non-exempt call center agents in the US must receive overtime pay after how many hours in a workweek? → 40 hours
16. A trainer notices trainees can recite the escalation policy but freeze on simulated angry-customer calls. What training method best closes this gap? → Role-playing exercises with realistic difficult-customer scenarios
17. Which network configuration ensures voice traffic gets priority over file downloads on a shared call center network? → QoS (Quality of Service) policies
18. 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
19. What does 'first call resolution' (FCR) measure, and which soft skill most directly improves it? → Solving the issue in one contact; thorough questioning and listening
20. A center's NPS survey returns 40% promoters, 35% passives, and 25% detractors. What is the NPS? → 15
21. 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
22. Before transferring a call, what is the best practice known as a "warm transfer"? → Briefing the receiving agent on the issue before connecting the customer
23. Which of the following is the best example of positive language? → What I can do is process a replacement that will arrive within three days
24. What does 'attrition rate' measure in call center employment? → The rate at which employees leave the organization over a period
25. Before extending a job offer, a call center runs a criminal background check on a candidate. Which US law governs how third-party background checks are used? → Fair Credit Reporting Act (FCRA)
26. Which situation most clearly requires escalation to a supervisor rather than continued handling by the agent? → The customer threatens legal action against the company
27. During peer mentoring, an experienced agent teaches a shortcut that violates the official process. What should the training team do? → Correct the practice and either update the official process or retrain the mentor
28. A supervisor 'barges in' on a live call. What does this mean? → The supervisor joins the live call and can speak to both the agent and customer
29. Which scenario best illustrates cross-selling driven by CRM data? → Offering internet service to a caller whose record shows they only have a phone plan
30. What does the "HEARD" or similar empathy framework typically begin with? → Hearing the customer out completely