U. S. C U S T O M E R S
Americanization & CSAT Scores
On a scoring scale of 1 to 5 (with 5 being the highest score), CSAT scores of 4 or 5 commonly indicate the call agent has listened carefully, communicated creatively, and thereby achieved empathy with the customer. That "connection with the customer" is achieved not only by what the agent says (wording) but also by how the agent says it (tone).
Global contact centers understand that with U.S. customers, in particular, an agent's understanding and familiarization with American culture plays an important role in how customers perceive the service they have received.
Global contact centers understand that with U.S. customers, in particular, an agent's understanding and familiarization with American culture plays an important role in how customers perceive the service they have received.