Call Center Customer Relationship Management (CRM) 5

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?

Accepted Answer

The open case's current status and latest notes

Answer

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?

Accepted Answer

It ensures promised callbacks and follow-ups are not forgotten

Answer

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?

Accepted Answer

Computer Telephony Integration

Answer

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?

Accepted Answer

Suppression of do-not-contact flagged records from campaign lists

Answer

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?

Accepted Answer

Sales, support, and billing teams all see and update the same shared customer record

Answer

Collaborative CRM shares customer information across departments so every team works from the same record.

Call Center Practice Test