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

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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

Author
Robyn Coppell

Robyn Coppell has worked as Digital Content Manager for Call Center Helper since 2021. After University her first job was in a contact centre and has stayed in this space ever since.

She has experience of contact centre operational management, software systems, css and php coding. She edits a lot of the guest content that is published on Call Centre Helper.

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

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