基本説明
This 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.
Full Description
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.
Contents
1. List of tables; 2. List of figures; 3. Acknowledgements; 4. Preface; 5. Chapter 1 Introduction; 6. Chapter 2 Outsourced call centers in the Philippines; 7. Chapter 3 Corpora and description of speaker groups in the call center corpus; 8. Chapter 4 Multi-dimensional analysis; 9. Chapter 5 Lexico/syntactic features; 10. Chapter 6 Grammatical expression of stance; 11. Chapter 7 Politeness and respect markers; 12. Chapter 8 Inserts; 13. Chapter 9 Dysfluencies; 14. Chapter 10 Communication breakdown: Caller clarifications; 15. Chapter 11 Synthesis and directions for future research; 16. Appendix; 17. References; 18. Index
