Call Center Customer Relationship Management (CRM) 4

Question 1

A customer threatens to cancel their service. Which CRM tool helps the agent respond with an appropriate retention offer?

Accepted Answer

A retention or save-desk workflow with authorized offers in the CRM

Answer

CRM retention workflows guide agents through approved save offers based on the customer's value and history.

Question 2

What is 'lead scoring' in a CRM used by outbound call centers?

Accepted Answer

Ranking prospects by their likelihood to buy so the best leads are called first

Answer

Lead scoring ranks prospects by conversion likelihood so agents prioritize the most promising contacts.

Question 3

An agent updates a customer's record with the note 'angry, rude person.' Why is this poor CRM practice?

Accepted Answer

Notes should be objective and professional since customers may legally request their data

Answer

CRM notes should describe facts, not judgments, because customers can often access their records under data-access laws.

Question 4

Which scenario best illustrates cross-selling driven by CRM data?

Accepted Answer

Offering internet service to a caller whose record shows they only have a phone plan

Answer

Cross-selling uses the customer's existing product data to offer a complementary, different product.

Question 5

A CRM dashboard shows a spike in repeat contacts about billing. What should management do first?

Accepted Answer

Investigate the root cause of the billing contacts

Answer

Repeat-contact spikes signal an unresolved root cause that should be diagnosed before adding capacity.

Call Center Practice Test