It is Most Common for an Agent to Address the Caller as Mr/Mrs… Related Articles 10 De-Escalation Techniques to Handle an Angry Caller Ten examples of individual caller treatment The Importance of Caller ID 15 Ways Contact Centre Technology Can Help Address Inefficiencies 1,434 Filed under - Contact Centre Research, Call Scripting, Language, Polls 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 Author: Rachael Trickey Reviewed by: Megan Jones Published On: 15th Dec 2015 - Last modified: 18th Mar 2024 Read more about - Contact Centre Research, Call Scripting, Language, Polls Recommended Articles 10 De-Escalation Techniques to Handle an Angry Caller Ten examples of individual caller treatment The Importance of Caller ID 15 Ways Contact Centre Technology Can Help Address Inefficiencies Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to Webinars & Events Weekly Newsletter