The Language of Outsourced Call Centers

A corpus-based study of cross-cultural interaction

| Georgia State University
HardboundAvailable
ISBN 9789027223081 | EUR 105.00 | USD 158.00
 
e-Book
ISBN 9789027289797 | EUR 105.00 | USD 158.00
 
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
List of tables
xiii–xvii
List of figures
xiv–xvii
Acknowledgements
xix
Acknowledgements
xix
Chapter 1 Introduction
1–13
Chapter 2 Outsourced call centers in the Philippines
15–38
Chapter 3 Corpora and description of speaker groups in the call center corpus
39–73
Chapter 4 Multi-dimensional analysis
75–103
Chapter 5 Lexico/syntactic features
105–143
Chapter 6 Grammatical expression of stance
145–167
Chapter 7 Politeness and respect markers
169–189
Chapter 8 Inserts
191–225
Chapter 9 Dysfluencies
227–254
Chapter 10 Communication breakdown: Caller clarifications
255–271
Chapter 11 Synthesis and directions for future research
273–297
Appendix
299–305
References
307–315
Index
317–319
The Language of Outsourced Call Centers is a well-designed study with a clear methodology and detailed analysis of both quantitative and qualitative findings.”
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Subjects
BIC Subject: CFG – Semantics, Pragmatics, Discourse Analysis
BISAC Subject: LAN009000 – LANGUAGE ARTS & DISCIPLINES / Linguistics / General
U.S. Library of Congress Control Number:  2008050996