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. 

Looking At How To Improve Customer Experience?

The AESBUS MEXICO Advantage

AESBUS MEXICO CQE Center in Tijuana offers highly skilled and experienced Call-Quality Evaluations analysts. The proximity of Tijuana to San Diego promotes a strong cultural connection. People who live on the U.S. and Mexico border are often bilingual and bicultural. And that can facilitate an easier fit for global call centers with U.S. customers. Baja California has a median age of 26, making the high-tech workforce young and dynamic.

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Strong familiarity and understanding of U.S. American culture

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English-speaking Call-Quality analysts

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Dual-language proficiency (spoken and written) in English and Spanish

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Senior-level Call-Quality analysts with over 10 years call center experience, including agent training and coaching

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High-quality, agent-coaching feedback on Call-Quality scorecards

Visit AESBUS MEXICO