Friginal The Language of Outsourced Call Centers

A corpus-based study of cross-cultural interaction
Erscheinungsjahr 2009
ISBN: 978-90-272-8979-7
Verlag: John Benjamins Publishing Company
Format: PDF
Kopierschutz: Adobe DRM (»Systemvoraussetzungen)

E-Book, Englisch, Band 34, 344 Seiten

Reihe: Studies in Corpus Linguistics

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.

Autoren/Hrsg.

Friginal, Eric

Fachgebiete

• Geisteswissenschaften Sprachwissenschaft Computerlinguistik, Korpuslinguistik
• Sozialwissenschaften Soziologie | Soziale Arbeit Spezielle Soziologie Sprachsoziologie
• Geisteswissenschaften Sprachwissenschaft Soziolinguistik

Inhaltsverzeichnis

List of tables
List of figures
Acknowledgements
Preface
Chapter 1 Introduction
Chapter 2 Outsourced call centers in the Philippines
Chapter 3 Corpora and description of speaker groups in the call center corpus
Chapter 4 Multi-dimensional analysis
Chapter 5 Lexico/syntactic features
Chapter 6 Grammatical expression of stance
Chapter 7 Politeness and respect markers
Chapter 8 Inserts
Chapter 9 Dysfluencies
Chapter 10 Communication breakdown: Caller clarifications
Chapter 11 Synthesis and directions for future research
Appendix
References
Index