What Are Probing Questions?

people asking questions
1,721

Probing questions are questions that you ask to gain greater insight into what someone has just told you, helping you to uncover the reasons and emotions behind what they have said.

In the contact centre, we ask probing questions for each of the three reasons below:

  1. There are grey areas in the information that the customer has given you
  2. You cannot be sure of the customer’s intended outcome
  3. The customer does not sound convinced by the course of the conversation
Author: Rachael Trickey

Published On: 18th Aug 2022
Read more about - Definitions,

Follow Us on LinkedIn

Recommended Articles

Person looking thoughtful with a question mark in speech bubble
Techniques to Improve Your Probing Questions
A magnifying glass and wooden puzzle with question mark - probing questions to put together the puzzle concept
15 Example Probing Questions to Better Understand Your Customers
Illustration of a funnel and question marks - with the words funnel questions
How to Use Funnel Questions – With Examples
Clarifying questions add value to customer conversations
15 Clarifying Questions That Add Value to Customer Support Conversations