Expert Insights

What Are Probing Questions?

people asking questions

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Published On: 6th Aug 2026 07:05

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

Reviewed by: Jo Robinson

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