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Question
Several years ago, America Money Bank set up a large customer service facility in India and hired English-speaking operators to handle questions from customers. Now, although the bank forecasts continued growth, the human resource department is planning for fewer workers in India. What changes in its customer service facility is America Money Bank most likely implementing in this situation?
A) The bank will switch to exporting these services to customers from its home office.
B) The facility is moving to a higher-wage country.
C) The bank does not intend to continue this service to customers.
D) The bank is expecting the workers to handle each call faster.
E) The facility is automating the process of answering routine questions.
Answer
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Related questions
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E) EPSSs identify the tasks that training should emphasize.