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:
- There are grey areas in the information that the customer has given you
- You cannot be sure of the customer’s intended outcome
- The customer does not sound convinced by the course of the conversation
Author: Rachael Trickey
Reviewed by: Jo Robinson
Published On: 18th Aug 2022 - Last modified: 25th Sep 2025
Read more about - Definitions, Questioning Techniques, Terminology
