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
