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The language of outsourced call cent...

Northern Arizona University.

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The language of outsourced call centers: A corpus-based study of cross-cultural interaction.

Record Type:	Electronic resources : Monograph/item
Title/Author:	The language of outsourced call centers: A corpus-based study of cross-cultural interaction./
Author:	Friginal, Eric.
Description:	339 p.
Notes:	Advisers: Douglas Biber; Randi Reppen.
Contained By:	Dissertation Abstracts International69-06A.
Subject:	Language, Linguistics. -
Online resource:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=3318483
ISBN:	9780549679363

The language of outsourced call centers: A corpus-based study of cross-cultural interaction.
Friginal, Eric.

The language of outsourced call centers: A corpus-based study of cross-cultural interaction. - 339 p.

Advisers: Douglas Biber; Randi Reppen.

Thesis (Ph.D.)--Northern Arizona University, 2008.

This study explores the language of outsourced call centers involving Filipino call-takers (or "agents") and American callers engaged in various types of communicative tasks, e.g., troubleshooting a technical problem or processing/placing orders for products or services. The specific goals of this study are (1) to conduct a corpus-based register comparison between transcribed texts of outsourced call center interactions, face-to-face American conversations, and spontaneous telephone exchanges; and, (2) to study the dynamics of cross-cultural communication between Filipino agents and American callers, as well as the other demographic groups of speakers in outsourced call centers, e.g., gender of speakers or agents' experience and level of service performance.

ISBN: 9780549679363Subjects--Topical Terms:

1018079
Language, Linguistics.

The language of outsourced call centers: A corpus-based study of cross-cultural interaction.
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020 $a 9780549679363
035 $a (UMI)AAI3318483
035 $a AAI3318483
040 $a UMI $c UMI
100 1 $a Friginal, Eric. $3 1036217
245 1 4 $a The language of outsourced call centers: A corpus-based study of cross-cultural interaction.
300 $a 339 p.
500 $a Advisers: Douglas Biber; Randi Reppen.
500 $a Source: Dissertation Abstracts International, Volume: 69-06, Section: A, page: 2247.
502 $a Thesis (Ph.D.)--Northern Arizona University, 2008.
520 $a This study explores the language of outsourced call centers involving Filipino call-takers (or "agents") and American callers engaged in various types of communicative tasks, e.g., troubleshooting a technical problem or processing/placing orders for products or services. The specific goals of this study are (1) to conduct a corpus-based register comparison between transcribed texts of outsourced call center interactions, face-to-face American conversations, and spontaneous telephone exchanges; and, (2) to study the dynamics of cross-cultural communication between Filipino agents and American callers, as well as the other demographic groups of speakers in outsourced call centers, e.g., gender of speakers or agents' experience and level of service performance.
520 $a The data for analysis come from a corpus of call center transactions collected in Manila, Philippines in July 2006 (N of texts=500, with approximately 553,765 words). An American-owned call center company provided the data and sponsored the corpus collection and transcription. 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 obtained from corpus and computational methodologies in the investigation of the frequency distribution and functional characteristics of a range of lexico/syntactic features of call center discourse.
520 $a Results show that register comparison and the analysis of lexico/syntactic features of cross-cultural communication in outsourced call centers have important theoretical implications for the study of language and culture in general, and the analysis of linguistic variation in particular. By using a corpus representing the typical interaction in outsourced call centers, this study successfully describes what Filipino agents and American callers normally say and do during these service transactions. Various research findings are relevant not only in understanding the variety of English spoken by Filipino agents but also in achieving a broader understanding of the dynamics of cross-cultural exchanges in this relatively new register of conversation. Finally, the functional characteristics, distribution, and statistical co-occurrence of linguistic data presented in this study have potentially useful application in the design and implementation of training programs for agents in offshore call centers---most particularly those located in the Philippines---who serve American customers.
590 $a School code: 0391.
650 4 $a Language, Linguistics. $3 1018079
650 4 $a Speech Communication. $3 1017408
690 $a 0290
690 $a 0459
710 2 $a Northern Arizona University. $3 783744
773 0 $t Dissertation Abstracts International $g 69-06A.
790 $a 0391
790 1 0 $a Biber, Douglas, $e advisor
790 1 0 $a Reppen, Randi, $e advisor
791 $a Ph.D.
792 $a 2008
856 4 0 $u http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=3318483