Contact Centre Research

It is Most Common for an Agent to Address the Caller as Mr/Mrs…

Published On: 6th Aug 2026 10:08

According to our poll, 54% contact centres ask agents to address the customer as Mr or Mrs…

Poll – “How do you address callers?” – answers

Mr/ Mrs (e.g. Mr Smith) – 54%
First name (e.g. Christopher) – 19%
We ask the caller how they would like to addressed – 16%
We ask the caller if it is OK to use their first name – 8%
We don’t particularly – 3%

Source: Call Centre Helper webinar: How to Personalise Customer Interactions Sample size – 143 Date: June 2015

Reviewed by: Megan Jones

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