Only 8% of Contact Centres Ask Callers How They Would Like to be Addressed

According to our poll, as little as eight percent of contact centres question customers on how they wish to be addressed. In addition, 71 percent don’t even raise the topic with the caller and instead refer to them either by their first name or by saying Mr/Mrs/Miss/Ms/Dr.

Poll – “How do you address callers in your Contact Centre?” – answers

Ask them how they would like to be called – 8%
Do you mind if I call you…? – 21%
Mr/Mrs/Miss/Ms/Dr – 30%
First Name- 41%

Source: Call Centre Helper Webinar Poll – Webinar: 5 Ways to Deliver a Personalised Service       Sample size – 59      Date: November 2016