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


1,236

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: Megan Jones

Published On: 15th Dec 2015 - Last modified: 26th Oct 2021
Read more about - Contact Centre Research, , ,


Recommended Articles

A photo of an angry phone caller
10 De-escalation Techniques to Handle an Angry Caller
Fixing issues with tech concept illustration with laptop and icons
15 Ways Contact Centre Technology Can Help Address Inefficiencies
Ten examples of individual caller treatment