It's pretty much normal in a call centre environment to ask if you can address people by their first name. Some people, especially those of older generations, and some cultures, find it really disrespectful to be addressed by their first name.
I would get this if she didn't say her own first name when they asked her name, therefore if she didn't want to be called that, it is not what she would have replied when they asked her name ITMS. I would understand the above scenario if they were looking at her full name on paper or if she said her name was *full name* not *first name* IYKWIM... that's why I find it really strange!!


Sent from my iPhone more than likely while I should be doing something else!