Many Customer Service Representatives with Whom We Talk Over the Phone

question 5

Multiple Choice

Many customer service representatives with whom we talk over the phone are based in India. Which of the following terms applies to this phenomenon?

• A) unionization
• B) collective resistance
• C) supersectors
• D) the death of distance

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Definitions:

Functional Departmentation

The process of grouping organizational activities into separate units or departments based on functions such as marketing, finance, and human resources.

Professional Development

Ongoing learning and training activities that individuals engage in to enhance their skills, knowledge, and competencies for career advancement.

Economies of Scale

Cost advantages that enterprises obtain due to their scale of operation, with cost per unit of output generally decreasing with increasing scale.

Matrix Structure

An organizational design that combines two or more types of structures, typically functional and product-based, to leverage the advantages of both.