Call Centers That Service Customers for Firms Like Software and Computer

question 63

Multiple Choice

Call centers that service customers for firms like software and computer hardware companies are increasingly using employees in India to staff the telephones. This is an example of .

• A)offshoring
• B)international staffing
• C)outsourcing
• D)downsizing
• E)deportment

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Definitions:

Red Flag Words

Words that bring an immediate emotional response (usually negative) from the listener, generally because of strong beliefs on the subject.

Implied Meanings

The underlying or suggested meaning conveyed by a message, which might not be explicitly stated but understood through context or nonverbal cues.

Information Overload

The type of listening that happens when a listener is overwhelmed with incoming information and has to decide which information will be processed and remembered; this is a common cause of poor listening skills.

Selective Listening

The type of listening that happens when a listener deliberately chooses what he or she wants to pay attention to.