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


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
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