Call Centers That Service Customers for Firms Like Software and Computer

question 16

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)outsourcing
• B)offshoring
• C)downsizing
• D)international staffing

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Definitions:

One-way ANOVA

A statistical test used to compare the means of three or more independent groups to determine if at least one of the group means is significantly different from the others.

F-ratio

The F-ratio, in the context of an ANOVA test, measures the ratio of variance between groups to the variance within groups, used to identify significant differences between means.

Critical Value

A critical value is a point on a statistical distribution that represents a cutoff used to determine the likelihood of observing a statistic as extreme as, or more extreme than, the observed value.

One-way ANOVA

A statistical test used to determine if there are statistically significant differences between the means of three or more independent (unrelated) groups based on one independent variable.