Call Center Customer Relationship Management (CRM) 2 — Questions and Answers
Question 1: A repeat caller asks why they must explain their issue again to a new agent. Which CRM feature best prevents this frustration?
- Interaction history logging visible to all agents (Correct answer)
- Automatic call recording for legal compliance
- Predictive dialing for outbound campaigns
- Skills-based routing of new leads
Correct answer: Interaction history logging visible to all agents
Interaction history lets any agent see prior contacts, so customers never have to repeat themselves.
Question 2: What is a 'screen pop' in a CRM-integrated call center?
- An error message when the CRM crashes
- Automatic display of the caller's record when the call connects (Correct answer)
- A pop-up survey shown to the agent after each call
- An advertisement displayed during hold time
Correct answer: Automatic display of the caller's record when the call connects
CTI integration matches the caller's number and pops their CRM record onto the agent's screen as the call arrives.
Question 3: Which CRM metric measures how likely a customer is to recommend the company to others?
- Average Handle Time (AHT)
- First Call Resolution (FCR)
- Net Promoter Score (NPS) (Correct answer)
- Service Level Agreement (SLA)
Correct answer: Net Promoter Score (NPS)
NPS is calculated from customers' 0-10 ratings of how likely they are to recommend the company.
Question 4: An agent notices two records for the same customer with slightly different name spellings. What is the correct CRM practice?
- Delete both records and create a new one
- Ignore it since both records work
- Flag or merge the duplicates per company data-hygiene policy (Correct answer)
- Use whichever record loads faster
Correct answer: Flag or merge the duplicates per company data-hygiene policy
Duplicate records fragment customer history, so they should be flagged or merged following the organization's data-quality process.
Question 5: Which type of CRM focuses primarily on automating sales, marketing, and service processes?
- Operational CRM (Correct answer)
- Analytical CRM
- Collaborative CRM
- Strategic CRM
Correct answer: Operational CRM
Operational CRM automates front-office processes like sales force automation, marketing campaigns, and service ticketing.
Question 6: Why should an agent log call notes immediately after wrap-up rather than at the end of a shift?
- To make the shift report longer
- Because CRM systems lock records after one hour
- Details are accurate while fresh and available to the next agent right away (Correct answer)
- To increase the number of clicks tracked by supervisors
Correct answer: Details are accurate while fresh and available to the next agent right away
Prompt logging keeps details accurate and ensures any colleague handling a follow-up sees current information.
Question 7: A customer mentions they are moving next month. Updating their address proactively in the CRM is an example of what?
- Cross-selling
- Data maintenance that prevents future service failures (Correct answer)
- Call avoidance behavior
- Violating data privacy rules
Correct answer: Data maintenance that prevents future service failures
Proactively updating records keeps data current and prevents issues like shipments or bills going to the wrong address.
Call Center Customer Relationship Management (CRM) 2
A repeat caller asks why they must explain their issue again to a new agent.
Which CRM feature best prevents this frustration?