Mar 12: practice frq: call centers

Today we will spend some time with a practice FRQ so that you can continue to hone your skills in writing an FRQ  --and-- practice scoring sample FRQ responses to help you understand what is necessary to earn all points on an FRQ and recognize responses that don't quite meet the expectation for full points.

Today's FRQ topic is on Call Centers. It will focus specifically on U.S. Call Centers. You will be provided some background information on this to help you be able to craft a response (again, today's is practice--not a formative).  Hopefully you also did the homework on Outsourcing so you also have that for some background context on call centers and many of the "back office" work that had shifted overseas to "offshore" locations. If you did the homework, you would have also read about why there is a shift away from some outsourcing to India and what this may mean for India. 

Helpful Links for Today's Class:

• How Big is the U.S. Call Center Industry Compared to India and Philippines?
• Promo Ad for U.S.-based Call Centers
• Business.com - overview of Call Centers (“does your business need a call center?”
• “The Return of Call Centers to the U.S.” (TalkDesk.com article)

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