The Language of Outsourced Call Centers

The Language of Outsourced Call Centers

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The Language of Outsourced Call Centers is the first book to explore a large-scale corpus representing the typical kinds of interactions and communicative tasks in outsourced call centers located in the Philippines and serving American customers. The specific goals of this book are to conduct a corpus-based register comparison between outsourced call center interactions, face-to-face American conversations, and spontaneous telephone exchanges; and to study the dynamics of cross-cultural communication between Filipino call center agents and American callers, as well as other demographic groups of participants in outsourced call center transactions, e.g., gender of speakers, agents' experience and performance, and types of transactional tasks. The research design relies on a number of analytical approaches, including corpus linguistics and discourse analysis, and combines quantitative and qualitative examination of linguistic data in the investigation of the frequency distribution and functional characteristics of a range of lexico/syntactic features of outsourced call center owners inquiring or complaining about service or confirming repair schedules. ... Text Sample 3.4 TECH ... (Business) Agent: Thank you for calling [ TECH 3] technical support my name is Ben, may I have your ticket number please ?

Title:The Language of Outsourced Call Centers
Author:Eric Friginal
Publisher:John Benjamins Publishing - 2009


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