Contact Centre Research

It is Most Common for an Agent to Address the Caller as Mr/Mrs…

Published On: 15th Dec 2015 10:08 - Modified: 19th Jan 2026

According to our poll, 54% contact centres ask agents to address the customer as Mr or Mrs…

Poll – “How do you address callers?” – answers

Mr/ Mrs (e.g. Mr Smith) – 54%
First name (e.g. Christopher) – 19%
We ask the caller how they would like to addressed – 16%
We ask the caller if it is OK to use their first name – 8%
We don’t particularly – 3%

Source: Call Centre Helper webinar: How to Personalise Customer Interactions Sample size – 143 Date: June 2015

Author
Rachael Trickey

Rachael Trickey first joined Call Centre Helper in 2010. She has acquired extensive knowledge of call centre technology and the key players in the contact centre Industry.

Rachael is an Account Manager at Call Centre Helper, helping our current customers especially with Webinars and Social Media.

Connect with Rachael on LinkedIn

It is Most Common for an Agent to Address the Caller as Mr/Mrs…

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