What Are Probing Questions?

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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

Rachael Trickey first joined Call Centre Helper in 2010. She has acquired extensive knowledge of call centre technology and the key players in the contact centre Industry.

Rachael is an Account Manager at Call Centre Helper, helping our current customers especially with Webinars and Social Media.

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