Companies who use offshore outsourcing for customer service calls for U.S.customers often ask employees to engage in "national identity management." What does this mean?
A)Employees are supposed to help to educate customers about their home country.
B)Employees are supposed to adopt accents that sound trustworthy to people in the U.S.
C)Employees are supposed to cross market products to customers.
D)Employees are supposed to pose as an American on calls,using an adopted U.S.hometown and Americanized name.

Question

Quizplus · Accepted Answer

"National identity management" refers to the practice of creating a false American identity for offshore customer service agents to make them seem more relatable to US customers. This often involves adopting an Americanized name and using an adopted US hometown for small talk with customers.

Companies Who Use Offshore Outsourcing for Customer Service Calls for U.S.customers