The Language of Outsourced Call Centers

A corpus-based study of cross-cultural interaction

Author
Eric Friginal | Georgia State University
HardboundAvailable
ISBN 9789027223081 | EUR 105.00 | USD 158.00
 
e-Book
ISBN 9789027289797 | EUR 105.00 | USD 158.00
 
Google Play logo
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 discourse.
[Studies in Corpus Linguistics, 34] 2009.  xxii, 319 pp.
Publishing status: Available
Table of Contents
The Language of Outsourced Call Centers is a well-designed study with a clear methodology and detailed analysis of both quantitative and qualitative findings.”
Cited by

Cited by 81 other publications

Beerepoot, Niels & Mitch Hendriks
2013. Employability of offshore service sector workers in the Philippines: opportunities for upward labour mobility or dead-end jobs?. Work, Employment and Society 27:5  pp. 823 ff. DOI logo
Berber Sardinha, Tony, Carlos Kauffmann & Cristina Mayer Acunzo
2014. Chapter 1.2 Dimensions of register variation in Brazilian Portuguese. In Multi-Dimensional Analysis, 25 years on [Studies in Corpus Linguistics, 60],  pp. 35 ff. DOI logo
Sardinha, Tony Berber, Carlos Kauffmann & Cristina Mayer Acunzo
2014. A multi-dimensional analysis of register variation in Brazilian Portuguese. Corpora 9:2  pp. 239 ff. DOI logo
Biber, Douglas
2014. Opening. Multi-Dimensional analysis. In Multi-Dimensional Analysis, 25 years on [Studies in Corpus Linguistics, 60],  pp. xxvii ff. DOI logo
Biber, Douglas
Biber, Douglas
2016. Using multi-dimensional analysis to explore cross-linguistic universals of register variation. In Genre- and Register-related Discourse Features in Contrast [Benjamins Current Topics, 87],  pp. 7 ff. DOI logo
Biber, Douglas & Susan Conrad
2019. Register, Genre, and Style, DOI logo
Clark, Colin Mackinnon, Ulrike Marianne Murfett, Priscilla S. Rogers & Soon Ang
2013. Is Empathy Effective for Customer Service? Evidence From Call Center Interactions. Journal of Business and Technical Communication 27:2  pp. 123 ff. DOI logo
Clarke, Isobelle, Jack Grieve & Christopher M. Danforth
2019. Stylistic variation on the Donald Trump Twitter account: A linguistic analysis of tweets posted between 2009 and 2018. PLOS ONE 14:9  pp. e0222062 ff. DOI logo
Conrad, Susan
2017. A Comparison of Practitioner and Student Writing in Civil Engineering. Journal of Engineering Education 106:2  pp. 191 ff. DOI logo
Susan Conrad, Alissa Hartig & Lynn Santelmann
2020. The Cambridge Introduction to Applied Linguistics, DOI logo
Dajem, Zenah Ayed
2023. Patient Complaints to the Saudi Medical Call Center: Representative Response Strategies. Health Communication  pp. 1 ff. DOI logo
Dayter, Daria
2021. Strategies in a corpus of simultaneous interpreting. Effects of directionality, phraseological richness, and position in speech event. Meta 65:3  pp. 594 ff. DOI logo
Duff, Patricia A.
2015. Transnationalism, Multilingualism, and Identity. Annual Review of Applied Linguistics 35  pp. 57 ff. DOI logo
Friginal, Eric
2015. Telephone interactions. In Corpus-based Research in Applied Linguistics [Studies in Corpus Linguistics, 66],  pp. 25 ff. DOI logo
Friginal, Eric
2022. I’m sorry, my what?. Sociolinguistic Studies 16:1 DOI logo
Friginal, Eric & Michael Cullom
2014. Saying ‘No’ in Philippine-based outsourced call center interactions. Asian Englishes 16:1  pp. 2 ff. DOI logo
Friginal, Eric & Jack A. Hardy
2014. Chapter 4.2 Conducting Multi-Dimensional analysis using SPSS. In Multi-Dimensional Analysis, 25 years on [Studies in Corpus Linguistics, 60],  pp. 297 ff. DOI logo
Friginal, Eric, Joseph J. Lee, Brittany Polat & Audrey Roberson
2017. Corpus-Based Studies of Learner Talk: Conclusion and Future Directions. In Exploring Spoken English Learner Language Using Corpora,  pp. 263 ff. DOI logo
Friginal, Eric, Joseph J. Lee, Brittany Polat & Audrey Roberson
2017. Exploring Spoken English Learner Language Using Corpora. In Exploring Spoken English Learner Language Using Corpora,  pp. 3 ff. DOI logo
Friginal, Eric, Pamela Pearson, Laura Di Ferrante, Lucy Pickering & Carrie Bruce
2013. Linguistic characteristics of AAC discourse in the workplace. Discourse Studies 15:3  pp. 279 ff. DOI logo
Friginal, Eric, Lucy Pickering & Carrie Bruce
2016. Narrative and Informational Dimensions of AAC Discourse in the Workplace. In Talking at Work,  pp. 27 ff. DOI logo
Friginal, Eric & Rachelle Udell
2022. Corpus Analysis of Business English. In The Encyclopedia of Applied Linguistics,  pp. 1 ff. DOI logo
Gales, Tammy
2011. Identifying interpersonal stance in threatening discourse: An appraisal analysis. Discourse Studies 13:1  pp. 27 ff. DOI logo
Gales, Tammy
2015. The stance of stalking: a corpus-based analysis of grammatical markers of stance in threatening communications. Corpora 10:2  pp. 171 ff. DOI logo
Goulart, Larissa, Bethany Gray, Shelley Staples, Amanda Black, Aisha Shelton, Douglas Biber, Jesse Egbert & Stacey Wizner
2020. Linguistic Perspectives on Register. Annual Review of Linguistics 6:1  pp. 435 ff. DOI logo
Goulart, Larissa & Margaret Wood
2021. Methodological synthesis of research using multi-dimensional analysis. Journal of Research Design and Statistics in Linguistics and Communication Science 6:2 DOI logo
Gray, Bethany
2013. More than discipline: uncovering multi-dimensional patterns of variation in academic research articles. Corpora 8:2  pp. 153 ff. DOI logo
Hardy, Jack A.
2015. Multi-Dimensional Analysis of Academic Discourse. In Corpora and Discourse Studies,  pp. 155 ff. DOI logo
HARDY, JACK A. & ERIC FRIGINAL
2012. Filipino and American online communication and linguistic variation. World Englishes 31:2  pp. 143 ff. DOI logo
Hart, Casey & George J Day
2023. An examination of the lyrical construction of Pop music. Journal of Research Design and Statistics in Linguistics and Communication Science 7:1  pp. 1 ff. DOI logo
Higgins, Christina & Gavin K. Furukawa
2020. Localizing the transnational call center industry: Training creole speakers in Dominica to serve Pidgin speakers in Hawai‘i. Journal of Sociolinguistics 24:5  pp. 613 ff. DOI logo
Hultgren, Anna Kristina
2017. New perspectives on language and gender: Linguistic prescription and compliance in call centres. Language in Society 46:5  pp. 671 ff. DOI logo
Hultgren, Anna Kristina
2017. Vocatives as rationalized politeness: Theoretical insights from emerging norms in call centre service encounters. Journal of Sociolinguistics 21:1  pp. 90 ff. DOI logo
Koller, Veronika
2018. Language awareness and language workers. Language Awareness 27:1-2  pp. 4 ff. DOI logo
Koteyko, Irina
2015. The Language of Press Advertising in the UK. Journal of English Linguistics 43:4  pp. 259 ff. DOI logo
Lockwood, Jane, Steven James Finch, Neil Ryder, Sarah Gregorio, Ruby De La Cruz, Benjamin Cook & Laura Ramos
2016. Dealing with Angry Western Customers in Asian Call Centres: A Cultural Divide?. In Talking at Work,  pp. 155 ff. DOI logo
Pickering, Lucy
2020. Applications of Applied Linguistics to Augmentative and Alternative Communication Device Users in the Workplace. In The Cambridge Introduction to Applied Linguistics,  pp. 187 ff. DOI logo
Pickering, Lucy, Laura Di Ferrante, Carrie Bruce, Eric Friginal, Pamela Pearson & Julie Bouchard
2019. An introduction to the ANAWC. International Journal of Corpus Linguistics 24:2  pp. 229 ff. DOI logo
Presbitero, Alfred
2017. It’s not all about language ability: motivational cultural intelligence matters in call center performance. The International Journal of Human Resource Management 28:11  pp. 1547 ff. DOI logo
Roberts, Celia
2010. Language Socialization in the Workplace. Annual Review of Applied Linguistics 30  pp. 211 ff. DOI logo
Smith, Catherine A.
2014. Register, Genre, and Style Douglas Biber and Susan Conrad. New York, NY: Cambridge University Press, 2009.. TESOL Journal 5:2  pp. 387 ff. DOI logo
Staples, Shelley
2016. Identifying Linguistic Features of Medical Interactions: A Register Analysis. In Talking at Work,  pp. 179 ff. DOI logo
Staples, Shelley, Jesse Egbert, Douglas Biber & Susan Conrad
2015.  Register Variation A Corpus Approach . In The Handbook of Discourse Analysis,  pp. 505 ff. DOI logo
Staples, Shelley, Geoffrey T. Laflair & Jesse Egbert
2017. Comparing Language Use in Oral Proficiency Interviews to Target Domains: Conversational, Academic, and Professional Discourse. The Modern Language Journal 101:1  pp. 194 ff. DOI logo
Staples, Shelley, Maria K. Venetis, Jeffrey D. Robinson & Rachel Dultz
Titak, Ashley & Audrey Roberson
2013. Dimensions of web registers: an exploratory multi-dimensional comparison. Corpora 8:2  pp. 235 ff. DOI logo
Tsunemoto, Aki, Mark McAndrews, Pavel Trofimovich & Eric Friginal
2023. Listener perceptions of customer service agents’ performance. Journal of Second Language Pronunciation 9:2  pp. 234 ff. DOI logo
Venetis, Maria K., Shelley Staples, Jeffrey D. Robinson & Thomas Kearney
2019. Provider Information Provision and Breast Cancer Patient Well-Being. Health Communication 34:9  pp. 1032 ff. DOI logo
Warren, Martin
2012. Corpora: Specialized. In The Encyclopedia of Applied Linguistics, DOI logo
Weisser, Martin
2016. Profiling Agents and Callers: A Dual Comparison Across Speaker Roles and British versus American English. In Talking at Work,  pp. 99 ff. DOI logo
[no author supplied]
2018. Bibliography. In Ethnographies of U.S. Empire,  pp. 491 ff. DOI logo
[no author supplied]
2018. Exceptionalism as a Way of Life. In Ethnographies of U.S. Empire,  pp. 149 ff. DOI logo
[no author supplied]
2018. Radicalizing Empire. In Ethnographies of U.S. Empire,  pp. 391 ff. DOI logo
[no author supplied]
2018. The Empire of Choice and the Emergence of Military Dissent. In Ethnographies of U.S. Empire,  pp. 291 ff. DOI logo
[no author supplied]
2018. Hunters of the Sourlands. In Ethnographies of U.S. Empire,  pp. 431 ff. DOI logo
[no author supplied]
2018. Introduction. In Ethnographies of U.S. Empire,  pp. 1 ff. DOI logo
[no author supplied]
2018. In Their Places. In Ethnographies of U.S. Empire,  pp. 173 ff. DOI logo
[no author supplied]
2018. Deporting Cambodian Refugees. In Ethnographies of U.S. Empire,  pp. 411 ff. DOI logo
[no author supplied]
2018. Sites of the Postcolonial Cold War. In Ethnographies of U.S. Empire,  pp. 214 ff. DOI logo
[no author supplied]
2018. From Exception to Empire. In Ethnographies of U.S. Empire,  pp. 456 ff. DOI logo
[no author supplied]
2018. Trust Us. In Ethnographies of U.S. Empire,  pp. 350 ff. DOI logo
[no author supplied]
2018. The “Affects” of Empire. In Ethnographies of U.S. Empire,  pp. 27 ff. DOI logo
[no author supplied]
2018. Empire as Accusation, Denial, and Structure. In Ethnographies of U.S. Empire,  pp. 369 ff. DOI logo
[no author supplied]
2018. Shifting Geographies of Proximity. In Ethnographies of U.S. Empire,  pp. 194 ff. DOI logo
[no author supplied]
2018. Locating Landmines in the Korean Demilitarized Zone. In Ethnographies of U.S. Empire,  pp. 313 ff. DOI logo
[no author supplied]
2018. Time Standards and Rhizomatic Imperialism. In Ethnographies of U.S. Empire,  pp. 227 ff. DOI logo
[no author supplied]
2018. Love and Empire. In Ethnographies of U.S. Empire,  pp. 333 ff. DOI logo
[no author supplied]
2018. A School of Addicts. In Ethnographies of U.S. Empire,  pp. 93 ff. DOI logo
[no author supplied]
2018. Islands of Imperialism. In Ethnographies of U.S. Empire,  pp. 249 ff. DOI logo
[no author supplied]
2018. Sovereignty, Sympathy, and Indigeneity. In Ethnographies of U.S. Empire,  pp. 72 ff. DOI logo
[no author supplied]
2018. Inhabiting the Aporias of Empire. In Ethnographies of U.S. Empire,  pp. 112 ff. DOI logo
[no author supplied]
2018. Milking the Cow for All It’s Worth. In Ethnographies of U.S. Empire,  pp. 47 ff. DOI logo
[no author supplied]
2018. Domesticating the U.S. Air Force. In Ethnographies of U.S. Empire,  pp. 270 ff. DOI logo
[no author supplied]
2018. Afterword. In Ethnographies of U.S. Empire,  pp. 477 ff. DOI logo
[no author supplied]
2018. Training for Empire?. In Ethnographies of U.S. Empire,  pp. 129 ff. DOI logo
[no author supplied]
2020. Language Varieties and Variation. In The Cambridge Introduction to Applied Linguistics,  pp. 171 ff. DOI logo
[no author supplied]
2022. List of Example Stand-alone Corpus Description Articles. In Designing and Evaluating Language Corpora,  pp. 224 ff. DOI logo

This list is based on CrossRef data as of 16 march 2024. Please note that it may not be complete. Sources presented here have been supplied by the respective publishers. Any errors therein should be reported to them.

Subjects

Main BIC Subject

CFG: Semantics, Pragmatics, Discourse Analysis

Main BISAC Subject

LAN009000: LANGUAGE ARTS & DISCIPLINES / Linguistics / General
ONIX Metadata
ONIX 2.1
ONIX 3.0
U.S. Library of Congress Control Number:  2008050996 | Marc record