A customer service agency that hires a smaller company in India or the Philippines to take customer calls in different time zones would be an example of

This scenario describes a business practice known as outsourcing. Outsourcing refers to the strategic decision taken by a company to transfer specific business responsibilities or processes to third-party service providers, which could include individuals or smaller companies. In this case, the customer service agency is outsourcing its customer call operations to a smaller company located in either India or the Philippines.

The motivation behind such a move often includes cost reduction, access to a global talent pool, increased efficiency, and the ability to provide 24/7 customer support by taking advantage of the different time zones. By leveraging these external resources, companies can focus on their core competencies while ensuring customer service is handled effectively.