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Book Information


Title: The Language of Outsourced Call Centers
Subtitle: A corpus-based study of cross-cultural interaction
Written By: Eric Friginal
Series Title: Studies in Corpus Linguistics 34

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.

Publication Year: 2009
Publisher: John Benjamins
Review: Not available for review. If you would like to review a book on The LINGUIST List, please login to view the AFR list.
BibTex: View BibTex record
Linguistic Field(s): Discourse Analysis
Text/Corpus Linguistics
Cross-Cultural Communication
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Format: Electronic
ISBN-13: 9789027289797
Prices: Europe EURO 105.00
U.S. $ 158.00
Format: Hardback
ISBN-13: 9789027223081
Prices: Europe EURO 105.00
U.S. $ 158.00