Employment Flashcards

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

Answer: Offshoring

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

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

Answer: A confidentiality or non-disclosure agreement

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

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

Answer: Are you planning to become pregnant soon?

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

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

Answer: Base plus incentive compensation

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

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

Answer: To gather feedback on why employees leave and improve retention

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

An agent works four 10-hour days instead of five 8-hour days. What is this schedule arrangement called?

Answer: A compressed workweek

A compressed workweek fits full-time hours into fewer, longer days, such as four 10-hour shifts.

Which of the following is typically required before a US call center can legally monitor and record employee calls for quality assurance?

Answer: Notice to employees, and customer consent where state law requires it

Employers must notify employees of monitoring, and one-party or all-party consent rules for customers vary by state.