Purpose

This assessment is designed for freshers with 0-1 years of experience in the IT, Software & ITeS industry, specifically for the CRM Domestic Non-Voice role. Its main goal is to evaluate foundational skills and knowledge essential for effective non-voice customer relationship management.

Overview

The CRM Domestic Non-Voice Skill Assessment is structured to evaluate freshers in the IT, Software & ITeS industry. It focuses on assessing key skills such as understanding customer service metrics, CRM processes, effective non-voice communication, and customer relationship management. The test includes questions on the significance of CRM tools like dashboards and reports, the importance of empathy and active listening, and the role of automation in customer support. The assessment aims to identify candidates who can effectively manage customer relationships and support processes in a non-voice environment, emphasizing traits like attention to detail, problem-solving, and communication skills.

• Industry: IT, Software & ITeS
• Level: Fresher
• Tag: CRM Domestic Non-Voice
• Total Questions: 25

Skills

• Customer Service Metrics
• CRM Escalation Process
• Inquiry Categorization
• Non-Voice Communication
• Customer Satisfaction
• Active Listening
• CRM Reporting
• Customer Retention
• Automation in CRM
• Follow-up Procedures
• Customer Journey Mapping
• Asynchronous Communication
• Use of Scripts
• Empathy in Service
• SLA Understanding
• CRM Dashboard Utilization
• Knowledge Base Management
• Ticket Management

Ideal Roles

• CRM Executive
• Customer Support Representative
• Non-Voice Customer Service Agent
• Technical Support Associate