Call Center Customer Relationship Management (CRM) 5 — Questions and Answers
Question 1: A customer's case was escalated to tier 2 yesterday. Today they call for a status update. What should the agent check first in the CRM?
- The customer's payment history
- The open case's current status and latest notes (Correct answer)
- The marketing campaign list
- The agent leaderboard
Correct answer: The open case's current status and latest notes
Checking the open case's status and notes lets the agent give an accurate, current update without re-escalating.
Question 2: Which is a key benefit of CRM workflow automation, such as auto-creating follow-up tasks?
- It eliminates the need for any human agents
- It ensures promised callbacks and follow-ups are not forgotten (Correct answer)
- It makes calls longer
- It hides tasks from supervisors
Correct answer: It ensures promised callbacks and follow-ups are not forgotten
Automated tasks and reminders guarantee that commitments made to customers are tracked and completed.
Question 3: What does CTI stand for in the context of call center CRM systems?
- Customer Trust Index
- Computer Telephony Integration (Correct answer)
- Call Transfer Interface
- Central Ticketing Inbox
Correct answer: Computer Telephony Integration
Computer Telephony Integration connects the phone system to the CRM, enabling features like screen pops and click-to-dial.
Question 4: A customer opted out of marketing calls last month, but an outbound campaign list still includes them. What CRM safeguard should have prevented this?
- Suppression of do-not-contact flagged records from campaign lists (Correct answer)
- Longer hold music
- Faster predictive dialing
- Assigning the customer to a new agent
Correct answer: Suppression of do-not-contact flagged records from campaign lists
Do-not-contact flags must automatically suppress records from outbound lists to honor opt-outs and comply with regulations.
Question 5: Which situation shows a collaborative CRM working as intended?
- Sales, support, and billing teams all see and update the same shared customer record (Correct answer)
- Each department keeps its own separate customer database
- Agents email spreadsheets to each other weekly
- Customer data is printed and filed in cabinets
Correct answer: Sales, support, and billing teams all see and update the same shared customer record
Collaborative CRM shares customer information across departments so every team works from the same record.
Question 6: Customer Lifetime Value (CLV) in a CRM estimates what?
- How long a customer waits on hold over their lifetime
- The total revenue a customer is expected to generate over the whole relationship (Correct answer)
- The customer's age
- The number of agents a customer has spoken to
Correct answer: The total revenue a customer is expected to generate over the whole relationship
CLV projects the total profit or revenue a customer will bring across the entire duration of the relationship.
Question 7: After resolving a call, the agent selects 'Resolved - Billing Adjustment' and closes the case, and the CRM sends the customer a satisfaction survey. This automatic survey trigger is an example of what?
- An event-driven workflow tied to case closure (Correct answer)
- Manual data entry
- A predictive dialer rule
- A workforce forecasting model
Correct answer: An event-driven workflow tied to case closure
The survey fires automatically because the case-closure event triggered a predefined CRM workflow.
Call Center Customer Relationship Management (CRM) 5
A customer's case was escalated to tier 2 yesterday.
Today they call for a status update.
What should the agent check first in the CRM?