Culturalization: Understanding the U.S. Consumer

Many customers that come to Centris Information Services have tried call / contact centers in other parts of the world: The Philippines, India, Panama, Jamaica, etc. The reason they leave is a lack of what we call “Culturalization”: understanding the U.S. consumer.

Centris Agents have often lived in the United States. They’ve visited or been influenced by American culture as a result of being close to border. This is something agents on the other side of the planet have a hard time understanding. They might not know what it’s like to watch an NFL football game on a Sunday afternoon; Centris agents are often NFL fans. They have their favorite teams and they can talk about the game: American football or soccer.

These things make a big difference to the consumer when they’re calling. For us, the value proposition is: it’s less expensive operating in Mexico vs. the United States, but you get onshore quality at offshore prices.

The most important thing in the customer service world is not what it costs per-hour or per-service; what’s important in the experience of the caller. You wouldn’t provide customer service if that customer wasn’t important to you.

Put us to work for you: Schedule a call and we can see how we can best fit your company.