It is Most Common for an Agent to Address the Caller as Mr/Mrs… Related Articles 10 De-Escalation Techniques to Handle an Angry Caller Ten examples of individual caller treatment The Importance of Caller ID 3 Ways “Scam Likely” Caller IDs Impact Outbound Calling 1,371 Filed under - Contact Centre Research, Call Scripting, Language, Polls 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 Reviewed by: Megan Jones Published On: 15th Dec 2015 - Last modified: 18th Mar 2024 Read more about - Contact Centre Research, Call Scripting, Language, Polls Recommended Articles 10 De-Escalation Techniques to Handle an Angry Caller Ten examples of individual caller treatment The Importance of Caller ID 3 Ways “Scam Likely” Caller IDs Impact Outbound Calling Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter