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The Language of Outsourced Call Centres is the first book to explore a large-scale corpus representing the typical kinds of interactions and communicative
tasks in outsourced call centres ...
The Language of Outsourced Call Centres is the first book to explore a large-scale corpus representing the typical kinds of interactions and communicative
tasks in outsourced call centres 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 centre interactions, face-to-face American
conversations, and spontaneous telephone exchanges; and to study the dynamics of cross-cultural communication between Filipino call centre agents and
American callers, as well as other demographic groups of participants in outsourced call centre 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 centre discourse.
