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El. knyga: Language of Outsourced Call Centers: A corpus-based study of cross-cultural interaction

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(Georgia State University)
  • Formatas: 344 pages
  • Serija: Studies in Corpus Linguistics 34
  • Išleidimo metai: 25-Feb-2009
  • Leidėjas: John Benjamins Publishing Co
  • Kalba: eng
  • ISBN-13: 9789027289797
Kitos knygos pagal šią temą:
Language of Outsourced Call Centers: A corpus-based study of cross-cultural interactionDidesnis paveikslėlis
  • Formatas: 344 pages
  • Serija: Studies in Corpus Linguistics 34
  • Išleidimo metai: 25-Feb-2009
  • Leidėjas: John Benjamins Publishing Co
  • Kalba: eng
  • ISBN-13: 9789027289797
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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.

Recenzijos

The Language of Outsourced Call Centers is a well-designed study with a clear methodology and detailed analysis of both quantitative and qualitative findings. -- Shelley Staples, Northern Arizona University, in International Journal of Corpus Linguistics 15(4): 549-556

List of tables
xiii
List of figures
xiv
Acknowledgement xix
Preface xxi
Introduction
1(14)
Cross-cultural communication in outsourced customer service
1(2)
Analysis of cross-cultural interaction
3(2)
Corpus-based analysis of cross-cultural interaction in this book
5(1)
Corpus-based research on spoken discourse
6(2)
Research on call center discourse
8(2)
Overview of the book
10(1)
Outline of the book
11(4)
Outsourced call centers in the Philippines
15(24)
The influx of outsourced call centers in the Philippines
15(2)
The Philippine advantage in outsourcing
17(3)
Challenges faced by outsourced call centers in the Philippines
20(9)
Weakening U.S. dollar
21(1)
Skill level of remaining pool of workers
21(1)
Public perception of outsourcing in the U.S.
22(7)
English education in the Philippines
29(4)
Quality Service: English proficiency and cross-cultural interaction in outsourced call centers
33(5)
Chapter summary
38(1)
Corpora and description of speaker groups in the CallCenter corpus
39(36)
Contextual description of the call center company in this book
39(1)
Language training and quality monitoring practices
39(3)
Corpora
42(25)
The Call Center corpus
42(4)
Description of internal speaker groups in the Call Center corpus
46(1)
Role and gender: Male and female agents and callers
46(1)
Performance evaluation scores of agents
47(2)
Experience of agents with their current accounts
49(1)
Description of categories of accounts
50(1)
Troubleshoot
50(6)
Purchase
56(3)
Inquire
59(2)
Additional categories
61(1)
Callers' background
62(1)
Level of pressure or potential conflict
62(1)
Summary of speaker groups in the corpus
63(1)
The American Conversation sub-corpus
64(1)
The Switchboard sub-corpus
65(2)
Summary of corpora used in the present study
67(1)
Data coding and corpus processing
67(3)
Norming
70(1)
Linguistic features
70(3)
Chapter summary
73(2)
Multi-dimensional analysis
75(30)
Introduction
75(1)
Multi-feature, multi-dimensional analytical framework
76(1)
Steps in MD analysis
77(3)
Segmenting texts, part-of-speech tagging, tag-counting
77(1)
Identifying linguistic features, initial FA runs
77(2)
Data screening and final factor analysis
79(1)
Computing factor scores
79(1)
Results
80(21)
Addressee-focused, polite, and elaborated information vs. Involved and simplified narrative
81(15)
Managed information flow
96(5)
Discussion of results
101(2)
Chapter summary
103(2)
Lexico/syntactic features
105(40)
Introduction
105(2)
Distribution of selected lexico/syntactic features across registers
107(14)
Content word classes: nouns, verbs, adjectives, adverbs across registers
107(2)
Personal pronouns across corpora
109(3)
Selected personal pronouns (I, you, we, he, she, they) across registers
112(2)
Hedges and nouns of vague reference across registers
114(3)
Common lexical verbs across registers
117(3)
Let's across registers
120(1)
Distribution of selected lexico/syntactic features across speaker groups in the Call Center corpus
121(12)
Content word classes by role and gender
121(2)
Content word classes across agents' performance evaluation scores
123(1)
Content word classes across categories of account
124(1)
Personal pronouns by role and gender
124(2)
Personal pronouns across agents' performance evaluation scores
126(1)
Selected personal pronouns by role and gender in the Call Center corpus
127(2)
Hedges and nouns of vague reference in the Call Center corpus
129(2)
Common lexical verbs in the Call Center corpus
131(1)
Let's in the Call Center corpus
132(1)
Lexico/Syntactic Complexity
133(5)
Features of lexico/syntactic complexity across registers
134(2)
Features of lexico/syntactic complexity in the Call Center corpus
136(2)
Keyword analysis
138(5)
Keyword analysis between call center interactions and face-to-face American conversation
139(2)
Keyword analysis between agents and callers in the Call Center corpus
141(2)
Chapter summary
143(2)
Grammatical expression of stance
145(24)
Introduction
145(3)
Expressing personal feelings in outsourced call center interactions
146(2)
Stance features included in the present study
148(3)
Modal and semi-modal verbs
150(1)
Stance adverbs
150(1)
Stance complement clauses
150(1)
Distribution of stance features across registers
151(8)
Modal verb classes across registers
152(3)
Stance adverbs across registers
155(2)
Stance complement clauses across registers
157(2)
Distribution of stance features across internal speaker groups in the Call Center corpus
159(7)
Stance features across role and gender
160(1)
Stance features by agents' performance evaluation scores
161(2)
Stance features by agents' experience with current account
163(1)
Stance features across categories of accounts
164(2)
Chapter summary
166(3)
Politeness and respect markers
169(22)
Introduction
169(2)
Politeness in service encounters and call center interactions
171(2)
Politeness and respect markers included in the present study
173(3)
Polite speech-act formulae
173(2)
Polite requests
175(1)
Apologies
175(1)
Respect markers
175(1)
Politeness and respect markers across registers
176(2)
Politeness and respect markers in the Call Center corpus
178(10)
Politeness and respect markers across role and gender
183(2)
Politeness and respect markers by agents' performance evaluation scores
185(1)
Politeness and respect markers by agents' experience with current account
186(1)
Politeness and respect markers across categories of accounts
187(1)
Chapter summary
188(3)
Inserts
191(36)
Introduction
191(3)
Discourse markers
192(1)
Discourse particles
193(1)
Backchannels
194(1)
Distribution of inserts across registers
194(16)
Distribution of selected inserts: I mean, you know, oh, well, anyway, because, so, next, and then across registers
195(5)
Distribution of ok across registers
200(2)
Classification of ok across registers
202(2)
Distribution of alright across registers
204(2)
Distribution of uh-huh across registers
206(3)
Classification of uh-huh across registers
209(1)
Distribution of inserts across speaker groups in the Call Center corpus
210(13)
Selected inserts by role and gender
210(3)
Selected inserts by agents' performance evaluation scores
213(1)
Selected inserts by agents' experience with their current accounts
214(1)
Use of ok by role and gender in the Call Center corpus
214(1)
Use of ok by agents' performance evaluation scores
215(1)
Use of ok by agents' experience with their current accounts
216(1)
Use of ok across categories of accounts
217(1)
Use of alright across speaker groups in the Call Center corpus
217(1)
Use of alright by agents' performance evaluation scores
218(2)
Use of alright by agents' experience with their current accounts
220(1)
Use of uh-huh across speaker groups in the Call Center corpus
220(2)
Use of uh-huh by agents' performance evaluation scores
222(1)
Use of uh-huh by agents' experience with their current accounts
222(1)
Use of uh-huh across categories of accounts
223(1)
Chapter summary
223(4)
Dysfluencies
227(28)
Introduction
227(4)
Filled-pauses
228(1)
Short and long pauses
229(1)
Repeats
229(1)
Holds
230(1)
Distribution of filled-pauses and repeats across registers
231(6)
Filled-pauses across registers
231(4)
Repeats across registers
235(1)
Distribution of the most common 2-word repeats across registers
236(1)
Distribution of selected dysfluencies across speaker groups in the Call Center corpus
237(16)
Filled-pauses by role and gender
237(1)
Filled-pauses by agents' performance evaluation scores
238(2)
Filled-pauses by agents' experience with current account
240(1)
Filled-pauses across categories of accounts
241(1)
Short and long pauses by role and gender
242(2)
Short and long pauses by agents' performance evaluation scores
244(1)
Short and long pauses by agents' experience with their current account
244(2)
Short and long pauses across categories of accounts
246(1)
Repeats by role and gender
247(1)
Distribution of the most common 2-word repeats by agents and callers
248(1)
Average hold time by male and female agents
249(2)
Average hold time by agents' performance evaluation scores
251(1)
Average hold time by agents' experience with their current accounts
252(1)
Average hold time across categories of accounts
252(1)
Chapter summary
253(2)
Communication breakdown: Caller clarifications
255(18)
Introduction
255(2)
Caller clarification sequences
255(2)
Factors causing caller clarification
257(4)
Frequency of caller clarification
261(1)
Frequency of caller clarification received by male and female agents
262(1)
Frequency of clarifications made by male and female callers
263(1)
Caller clarification by agents' performance evaluation scores
263(3)
Frequency of caller clarification by agents' experience with their current accounts
266(2)
Frequency of caller clarification across categories of accounts
268(3)
Chapter summary
271(2)
Synthesis and directions for future research
273(26)
Synthesis
273(16)
Register comparison
276(1)
Role and gender
276(3)
Agents' performance evaluation score
279(4)
Other speaker groups
283(1)
Agents' experience with current accounts
284(2)
Categories of accounts
286(1)
Lay vs. specialist callers and level of pressure/potential conflict
287(2)
Future research
289(8)
Pedagogical implications
289(3)
Incorporating segmental and suprasegmental features of L2 speech
292(2)
Comparison with related call center corpora
294(1)
Additional research directions
295(2)
The future of outsourced call centers
297(2)
Appendix 299(8)
References 307(10)
Index 317
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