Phone Center (Scenario) The Technix Computer Corporation Recently Finished Construction of a Customer

question 6

Multiple Choice

Phone Center (Scenario)
The Technix Computer Corporation recently finished construction of a customer service phone center in New Delhi, India. Phone center agents will be responsible for answering technical questions from customers around the globe. Technix has hired 55 local computer experts as phone agents, and a training session is underway. Technical specialists and call center specialists from the United States have flown to India to train the new Indian employees. Hank Patelli, a senior manager of a Technix phone center in Michigan, will oversee the New Delhi phone center for six months until a local manager is hired and trained to replace him.
-After the first training session, a number of the Michigan employees expressed frustration that the Indian employees lacked technical knowledge because none of them asked questions or offered answers. Which of the following would be the best way for Hank to handle the situation?

• A) Remind the American employees that the Indians may be showing respect by remaining silent.
• B) Order the Indian employees to interact more during the session.
• C) Host a traditional American barbecue so the American and Indian employees can get acquainted.
• D) Ignore the complaints of the American employees and continue the training sessions as planned.

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Definitions:

Bias

A tendency, inclination, or prejudice toward or against something or someone, often in a way considered to be unfair or unbalanced.

Daily Life

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Immigrant Woman

A female who has moved from one country to another, either by choice or necessity, to seek a new life, work, or refuge.

Circumference

The linear distance around the edge of a circle or a circular object.