Call Center Customer Relationship Management (CRM) 2

Question 1

A repeat caller asks why they must explain their issue again to a new agent. Which CRM feature best prevents this frustration?

Accepted Answer

Interaction history logging visible to all agents

Answer

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?

Accepted Answer

Automatic display of the caller's record when the call connects

Answer

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?

Accepted Answer

Net Promoter Score (NPS)

Answer

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?

Accepted Answer

Flag or merge the duplicates per company data-hygiene policy

Answer

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?

Accepted Answer

Operational CRM

Answer

Operational CRM automates front-office processes like sales force automation, marketing campaigns, and service ticketing.

Call Center Practice Test