Call Center Employment 5

Question 1

A call center outsources its overnight support to a vendor in another country. What is this employment arrangement called?

Accepted Answer

Offshoring

Answer

Offshoring moves business functions to a vendor or facility in another country, often for cost or time-zone coverage.

Question 2

An agent's employment agreement includes a clause forbidding them from sharing customer data after leaving the company. What is this clause called?

Accepted Answer

A confidentiality or non-disclosure agreement

Answer

Confidentiality or non-disclosure clauses bind employees to protect sensitive data even after employment ends.

Question 3

Which interview question would likely be illegal for a US call center recruiter to ask?

Accepted Answer

Are you planning to become pregnant soon?

Answer

Questions about pregnancy or family plans risk discrimination claims under Title VII and the Pregnancy Discrimination Act.

Question 4

A call center pays agents a base wage plus commission on sales made during service calls. What is this pay structure called?

Accepted Answer

Base plus incentive compensation

Answer

Base plus incentive combines guaranteed wages with performance-based commissions or bonuses.

Question 5

What is the main employment purpose of an exit interview when a call center agent resigns?

Accepted Answer

To gather feedback on why employees leave and improve retention

Answer

Exit interviews collect honest feedback from departing employees to identify and fix causes of turnover.

Call Center Practice Test