Using a Caller’s First Name Remains the Most Popular Way to Personalise the Customer Experience

A graph demonstrating the results to the question "Which channels do you currently personalise?" with the answers being: 83%-Email, 79%-Phone, 31%-Webchat, 21%-telephone queue/IVR, 7%- website

Despite the technology that is now available to contact centres, to help personalise the customer experience, the method of using the customer’s first name when interacting with them, is still the favored method in the majority of contact centres.

Other popular options to do so include having: a separate queue for high value customers (34%), route callers based on CLI (32%) and route callers to the last agent the caller had spoken to (27%).

Poll – How do you personalise customer experience? – answers

Route calls based on open cases – 19%
Route callers to last agent spoken to – 27%
Route callers based on CLI – 32%
Seperate queue for high value customers – 34%
Use first name – 56%

(Multiple answers were allowed during this poll, so the total does not add up to 100%.)

Source: Call Centre Helper webinar poll – Webinar: 10 Predictions for 2015      Sample size – 125      Date: January 2015

Published On: 25th Mar 2015 - Last modified: 23rd Sep 2019
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