Companies Who Use Offshore Outsourcing for Customer Service Calls for U.S.customers

question 7

Multiple Choice

Companies who use offshore outsourcing for customer service calls for U.S.customers often ask employees to engage in "national identity management." What does this mean?

• A)Employees are supposed to help to educate customers about their home country.
• B)Employees are supposed to adopt accents that sound trustworthy to people in the U.S.
• C)Employees are supposed to cross market products to customers.
• D)Employees are supposed to pose as an American on calls,using an adopted U.S.hometown and Americanized name.

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Definitions:

Standard Deviation

A measurement tool for evaluating the dispersion or spread among a series of data.

Data

Facts and statistics collected together for reference or analysis, serving as the basis for scientific inquiry, decision making, or computational processes.

Sum of Squared Scores

The sum of the squared differences between each observation and the mean, used in various statistical methods.

Data

Information collected for analysis or used to make decisions, which can be quantitative or qualitative in nature.