Call Center Fundamentals & Metrics
Tests core call center knowledge: how AHT, FCR, CSAT, and NPS are defined and calculated, what a QA score evaluates, and the standard etiquette for holds, transfers, escalations, and de-escalating upset customers.
- 10 questions
- 15 min
- 70% to pass
Instant score · Full answer review · Study guide
What's covered
A full syllabus, not a mystery quiz.
What's covered
5 topics
01Core Metrics: AHT, FCR, CSAT
AHT (Average Handle Time) = (total talk time + hold time + after-call work) ÷ number of calls handled. FCR (First Call Resolution) is the percentage of issues resolved on the first contact with no follow-up needed. CSAT = (positive survey responses ÷ total survey responses) × 100.
02Net Promoter Score (NPS)
Measured with a 0–10 'how likely are you to recommend us' survey. NPS = % Promoters (score 9–10) minus % Detractors (score 0–6); scores of 7–8 are 'passives' and are not subtracted or added in the core formula.
03QA Scorecards
A QA (quality assurance) scorecard is an internal tool used to evaluate an individual recorded/monitored interaction against defined criteria — greeting, compliance, communication, resolution, and call closing. It's distinct from customer-facing metrics like CSAT or NPS.
04Hold & Transfer Etiquette
Always ask permission and briefly explain the reason before placing a customer on hold, give a time estimate, and thank them when you return. For transfers, tell the customer why they're being transferred and, when possible, give the receiving agent a brief summary (a 'warm transfer') so the customer doesn't repeat themselves.
05Escalation Criteria & De-escalation Steps
A valid reason to escalate is that the needed resolution is outside the agent's policy authority — not simply that a customer sounds frustrated or a call runs long. To de-escalate an upset customer, listen fully without interrupting, then acknowledge/empathize with their frustration before moving to problem-solving.
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Questions before you start
Know exactly what happens next.
No mystery quiz, surprise subscription, or vague pass/fail.
Is this test free?
Yes. Every new account gets one free graded test, no credit card required. After that, tests draw from your Mock Call credit balance.
What happens after I finish?
You get a graded breakdown immediately: your score, which questions you missed, and the correct answers, alongside the study guide above.
Can I retake it?
Yes. You can retake this test as many times as you have credits for and compare your score across attempts.
Do I need to study first?
Not necessarily — the study guide above covers all 5 topics on the test, so you can skim it first or just dive in.