I Work at a Call Centre...I Want your Valuable Opinion.....................
By Jshean20
@Jshean20 (14348)
Canada
September 6, 2012 7:47pm CST
I work at a call centre and I'm always trying to better myself, keeping customers happy makes my job a lot easier after all! All of us call centre representatives are encouraged to address customers by their first name, I have to wonder how many people actually like that? If you were calling in to a call centre with some kind of an issue to take care of, would you want to be called by your first name? Or how would you prefer to be addressed? To be honest, I hesitate to call them by their first name because that might be too personal, some people might be offended by this? Thanks in advance for sharing your opinion/preference.
1 person likes this
9 responses
@jenny1015 (13366)
• Philippines
7 Sep 12
I used to work in a call center myself, too. We were told to address our clients using either Mr. Mrs or Ms. But, we had to opinion if we could ask the client if it is okay to call then by their first name.
As with your situation, I guess you cannot do anything about it but get used with it. It sounds uncomfortable at first, but you'll eventually get the hang of it. 
@jenny1015 (13366)
• Philippines
7 Sep 12
To be safe, ask your caller if you may call him/het by their first name. That way, you are sure how to address them without having another irate customer. Smile!
@romzee (937)
• Philippines
19 Sep 12
For me, whether you call me by my first name or address me as mr. 'lastname'. I don't mind. What I care is how you are attending to my grievances or complaints.
Cheers!
@varunkrishna007 (1909)
• India
17 Sep 12
There is a partciluar way in addressing a person. if you are addressing a person by his second name, that means you are very formal and professional. You usually call someone by first name if you know them closely. Its an informal act and thats how you address your friends. If you want to sound caring you can call by first name. but I dont know how many people would appreciate it.
@kingparker (9673)
• United States
7 Sep 12
to be formal, most call center representatives address the customer Mr. last name. That is more polite and formal way if you don't know that person. Anyway, if I want to call the call center for an issue, I would definitely not mind however they call me. But, I just want to skip all the waiting, and directly to talk to someone who can help me.
@Jshean20 (14348)
• Canada
7 Sep 12
Yes the waiting part for customers to get through the automated system is one of the biggest complaints that I hear on a daily basis, apparently it sends you in circles and eventually hangs up on the customer! This makes for an over the top irate customer..
@iola2012 (172)
• Philippines
7 Sep 12
Some countries need to address their names with Mister or Miss, names with prefixes or suffixes attached to their names. That's why we need to study first the culture, know Dos and Don'ts in a certain country. If we knew this thing, there will be a slim chance to offend those people.
@diezmara22 (818)
• Indonesia
7 Sep 12
Maybe that's a different thing, I think that name calling depending where he lives, as adjusted by customs. In my country usually call names with the first name because it looks decent. And I really wanted with my first name being called.
@Kashmeresmycat (6369)
• United States
7 Sep 12
I remember doing this and I hated it. I don't think they should call people by their first name at all. I think it should be Ms., Mrs., or Miss, or Mr. I don't agree with a lot of the stuff I had to do when I called people. They think it will make the people feel comfortable but it doesn't. I don't know them, so don't call me by my first name like you knew me for years. It doesn't work and whoever thought of that is ignorant.
@Jshean20 (14348)
• Canada
7 Sep 12
Well people call me, I don't call them but it's still the same idea! We have a marking scheme used in which our call is graded and we are actually marked down on calls if we do not use their first name, I hate it. Why not just treat the person with respect, to do this you don't have to say their name and I don't think you have to say "ma'am" or "sir" either.
@hotsummer (13837)
• Philippines
7 Sep 12
I would rather be called by my first name also. You should address people by saying mom or sir then their first name.
@Jshean20 (14348)
• Canada
7 Sep 12
I appreciate your opinion. The problem is that people prefer different things, so it's always a concern that I'm going to offend someone in some way. I suppose I could avoid this by asking them how they prefer to be addressed, but then that racks up my call time which is a problem also.
@surekharathi (14146)
• India
17 Sep 12
Yesterday I watch danger incident on TV about call center boy and girl so I want to suggest your away from boys and dont give any encouragement. Even if we are talking in simple way they feel you like them. Only few persons are understand your feelings.
