The language of outsourced call centers: a corpus-based study of cross-cultural interaction
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
Amsterdam [u.a.]
Benjamins
2009
|
| Schriftenreihe: | Studies in corpus linguistics
34 |
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | Includes bibliographical references and index |
| Beschreibung: | XXII, 319 S. zahlr. graph. Darst. |
| ISBN: | 9789027223081 |
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Datensatz im Suchindex
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|---|---|
| adam_text | Titel: The language of outsourced call centers
Autor: Friginal, Eric
Jahr: 2009
Table of contents
List of tables xm
List of figures xiv
Acknowledgement xix
Preface xxi
CHAPTER 1
Introduction i
1.1 Cross-cultural communication in outsourced customer service i
1.2 Analysis of cross-cultural interaction 3
1.3 Corpus-based analysis of cross-cultural interaction in this book 5
1.4 Corpus-based research on spoken discourse 6
1.5 Research on call center discourse 8
1.6 Overview of the book 10
1.7 Outline of the book/- 11
CHAPTER 2
Outsourced call centers in the Philippines 15
2.1 The influx of outsourced call centers in the Philippines 15
2.2 The Philippine advantage in outsourcing 17
2.3 Challenges faced by outsourced call centers in the Philippines 20
2.3.1 Weakening U.S. dollar 21
2.3.2 Skill level of remaining pool of workers 21
2.3.3 Public perception of outsourcing in the U.S. 22
2.4 English education in the Philippines 29
2.5 Quality Service: English proficiency and cross-cultural interaction
in outsourced call centers 33
2.6 Chapter summary 38
vi Table of contents
chapter 3
Corpora and description of speaker groups in the Call Center corpus 39
3.1 Contextual description of the call center company in this book 39
3.2 Language training and quality monitoring practices 39
3.3 Corpora 42
3.3.1 The Call Center corpus 42
3.3.2 Description of internal speaker groups in the Call Center corpus 46
3.3.2.1 Role and gender: Male and female agents and callers 46
3.3.2.2 Performance evaluation scores of agents 47
3.3.2.3 Experience of agents with their current accounts 49
3.3.2.4 Description of categories of accounts 50
3.3.2.4.1 Troubleshoot 50
3.3.2.4.2 Purchase 56
3.3.2.4.3 Inquire 59
3.3.2.5 Additional categories 61
3.3.2.5.1 Callers background 62
3.3.2.5.2 Level of pressure or potential conflict 62
3.3.2.6 Summary of speaker groups in the corpus 63
3.3.3 The American Conversation sub-corpus 64
3.3.4 The Switchboard sub-corpus 65
3.3.5 Summary of corpora used in the present study 67
3.4 Data coding and corpus processing 67
3.5 Norming 70
3.6 Linguistic features 70
3.7 Chapter summary 73
chapter 4
Multi-dimensional analysis 75
4.1 Introduction 75
4.2 Multi-feature, multi-dimensional analytical framework 76
4.3 Steps in MD analysis 77
4.3.1 Segmenting texts, part-of-speech tagging, tag-counting 77
4.3.2 Identifying linguistic features, initial FA runs 77
4.3.3 Data screening and final factor analysis 79
4.3.4 Computing factor scores 79
4.4 Results 80
4.4.1 Dimension 1: Addressee-focused, polite, and elaborated information
vs. Involved and simplified narrative 81
4.4.3 Dimension 3: Managed information flow 96
4.5 Discussion of results 101
4.6 Chapter summary 103
Table of contents vn
CHAPTER 5
Lexico/syntactic features 105
5.1 Introduction 105
5.2 Distribution of selected lexico/syntactic features across registers 107
5.2.1. Content word classes: nouns, verbs, adjectives, adverbs
across registers 107
5.2.2 Personal pronouns across corpora 109
5.2.3 Selected personal pronouns (I, you, we, he, she, they)
across registers 112
5.2.4 Hedges and nouns of vague reference across registers 114
5.2.5 Common lexical verbs across registers 117
5.2.6 Let s across registers 120
5.3 Distribution of selected lexico/syntactic features across speaker groups in the
Call Center corpus 121
5.3.1 Content word classes by role and gender 121
5.3.2 Content word classes across agents performance
evaluation scores 123
5.3.3 Content word classes across categories of account 124
5.3.4 Personal pronouns by role and gender 124
5.3.5 Personal pronouns across agents performance evaluation scores 126
5.3.6 Selected personal pronouns by role and gender
in the Call Center corpus 127
5.3.7 Hedges and nouns of vague reference in the Call Center corpus 129
5.3.8 Common lexical verbs in the Call Center corpus 131
5.3.9 Let s in the Call Center corpus 132
5.4 Lexico/Syntactic Complexity 133
5.4.1 Features of lexico/syntactic complexity across registers 134
5.4.2 Features of lexico/syntactic complexity in the Call Center corpus 136
5.5 Keyword analysis 138
5.5.1 Keyword analysis between call center interactions and face-to-face
American conversation 139
5.5.2 Keyword analysis between agents and callers in
the Call Center corpus 141
5.6 Chapter summary 143
vin Table of contents
CHAPTER 6
Grammatical expression of stance 145
6.1 Introduction 145
6.1.1 Expressing personal feelings in outsourced call center interactions 146
6.2 Stance features included in the present study 148
6.2.1 Modal and semi-modal verbs 150
6.2.2 Stance adverbs 150
6.2.3 Stance complement clauses 150
6.3 Distribution of stance features across registers 151
6.3.1 Modal verb classes across registers 152
6.3.2 Stance adverbs across registers 155
6.3.3 Stance complement clauses across registers 157
6.4 Distribution of stance features across internal speaker groups in
the Call Center corpus 159
6.4.1 Stance features across role and gender 160
6.4.2 Stance features by agents performance evaluation scores 161
6.4.3 Stance features by agents experience with current account 163
6.4.4 Stance features across categories of accounts 164
6.5 Chapter summary 166
chapter 7
Politeness and respect markers 169
7.1 Introduction 169
7.2 Politeness in service encounters and call center interactions 171
7.3 Politeness and respect markers included in the present study 173
7.3.1 Polite speech-act formulae 173
7.3.2 Polite requests 175
7.3.3 Apologies 175
7.3.4 Respect markers 175
7.4 Politeness and respect markers across registers 176
7.5 Politeness and respect markers in the Call Center corpus 178
7.5.1 Politeness and respect markers across role and gender 183
7.5.2 Politeness and respect markers by agents performance
evaluation scores 185
7.5.3 Politeness and respect markers by agents experience with
current account 186
7.5.4 Politeness and respect markers across categories of accounts 187
7.6 Chapter summary 188
Table of contents ix
CHAPTER 8
Inserts 191
8.1 Introduction 191
8.1.1 Discourse markers 192
8.1.2 Discourse particles 193
8.1.3 Backchannels 194
8.2 Distribution of inserts across registers 194
8.2.1 Distribution of selected inserts: I mean, you know, oh, well, anyway,
because, so, next, and then across registers 195
8.2.2 Distribution of ok across registers 200
8.2.3 Classification of ok across registers 202
8.2.4 Distribution of alright across registers 204
8.2.5 Distribution of uh-huh across registers 206
8.2.6 Classification of uh-huh across registers 209
8.3 Distribution of inserts across speaker groups in the Call Center corpus 210
8.3.1 Selected inserts by role and gender 210
8.3.2 Selected inserts by agents performance evaluation scores 213
8.3.3 Selected inserts by agents experience with their current accounts 214
8.3.4 Use of ok by role and gender in the Call Center corpus 214
8.3.5 Useofofc by agents performance evaluation scores 215
8.3.6 Use of ok by agents experience with their current accounts 216
8.3.7 Use ofoA: across categories of accounts 217
8.3.8 Use of alright across speaker groups in the Call Center corpus 217
8.3.9 Use of alright by agents performance evaluation scores 218
8.3.10 Use of alright by agents experience with their current accounts 220
8.3.11 Use of uh-huh across speaker groups in the Call Center corpus 220
8.3.12 Use of uh-huh by agents performance evaluation scores 222
8.3.13 Use of uh-huh by agents experience with their current accounts 222
8.3.14 Use of uh-huh across categories of accounts 223
8.4 Chapter summary 223
chapter 9
Dysfluencies 227
9.1 Introduction 227
9.1.1 Filled-pauses 228
9.1.2 Short and long pauses 229
9.1.3 Repeats 229
9.1.4 Holds 230
x Table of contents
9.2 Distribution of filled-pauses and repeats across registers 231
9.2.1 Filled-pauses across registers 231
9.2.2 Repeats across registers 235
9.2.3 Distribution of the most common 2-word repeats
across registers 236
9.3 Distribution of selected dysfluencies across speaker groups
in the Call Center corpus 237
9.3.1 Filled-pauses by role and gender 237
9.3.2 Filled-pauses by agents performance evaluation scores 238
9.3.3 Filled-pauses by agents experience with current account 240
9.3.4 Filled-pauses across categories of accounts 241
9.3.5 Short and long pauses by role and gender 242
9.3.6 Short and long pauses by agents performance evaluation scores 244
9.3.7 Short and long pauses by agents experience with their
current account 244
9.3.8 Short and long pauses across categories of accounts 246
9.3.9 Repeats by role and gender 247
9.3.10 Distribution of the most common 2-word repeats by agents
and callers 248
9.3.11 Average hold time by male and female agents 249
9.3.12 Average hold time by agents performance evaluation scores 251
9.3.13 Average hold time by agents experience with their
current accounts 252
9.3.14 Average hold time across categories of accounts 252
9.4 Chapter summary 253
chapter 10
Communication breakdown: Caller clarifications 255
10.1 Introduction 255
10.1.1 Caller clarification sequences 255
10.2 Factors causing caller clarification 257
10.3 Frequency of caller clarification 261
10.4 Frequency of caller clarification received by male and female agents 262
10.5 Frequency of clarifications made by male and female callers 263
10.6 Caller clarification by agents performance evaluation scores 263
10.7 Frequency of caller clarification by agents experience with
their current accounts 266
10.8 Frequency of caller clarification across categories of accounts 268
10.9 Chapter summary 271
Table of contents xi
CHAPTER 11
Synthesis and directions for future research 273
11.1 Synthesis 273
11.1.1 Register comparison 276
11.1.2 Role and gender 276
11.1.3 Agents performance evaluation score 279
11.1.4 Other speaker groups 283
11.1.4.1 Agents experience with current accounts 284
11.1.4.2 Categories of accounts 286
11.1.4.3 Lay vs. specialist callers and level of pressure/
potential conflict 287
11.2 Future research 289
11.2.1 Pedagogical implications 289
11.2.2 Incorporating segmental and suprasegmental features of
L2 speech 292
11.2.3 Comparison with related call center corpora 294
11.2.4 Additional research directions 295
11.3 The future of outsourced call centers 297
Appendix 299
References 307
Index 317
|
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| author | Friginal, Eric 1971- |
| author_GND | (DE-588)1140945246 |
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| dewey-tens | 300 - Social sciences |
| discipline | Soziologie |
| format | Book |
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| geographic | Philippinen (DE-588)4045771-0 gnd |
| geographic_facet | Philippinen |
| id | DE-604.BV035389857 |
| illustrated | Illustrated |
| indexdate | 2024-07-09T21:34:08Z |
| institution | BVB |
| isbn | 9789027223081 |
| language | English |
| lccn | 2008050996 |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-017310659 |
| oclc_num | 470818104 |
| open_access_boolean | |
| owner | DE-12 |
| owner_facet | DE-12 |
| physical | XXII, 319 S. zahlr. graph. Darst. |
| publishDate | 2009 |
| publishDateSearch | 2009 |
| publishDateSort | 2009 |
| publisher | Benjamins |
| record_format | marc |
| series | Studies in corpus linguistics |
| series2 | Studies in corpus linguistics |
| spelling | Friginal, Eric 1971- Verfasser (DE-588)1140945246 aut The language of outsourced call centers a corpus-based study of cross-cultural interaction Eric Friginal Amsterdam [u.a.] Benjamins 2009 XXII, 319 S. zahlr. graph. Darst. txt rdacontent n rdamedia nc rdacarrier Studies in corpus linguistics 34 Includes bibliographical references and index Anglais (langue) - Philippines - Usage ram Centres d'appels - Personnel - Philippines - Langage ram Communication interculturelle - Philippines ram Englisch Interkulturelle Kommunikation Intercultural communication Philippines Call center agents Philippines Language English language Philippines Usage Callcenter (DE-588)4456666-9 gnd rswk-swf Sprachanalyse (DE-588)4129916-4 gnd rswk-swf Interaktion (DE-588)4027266-7 gnd rswk-swf Amerikaner (DE-588)4212950-3 gnd rswk-swf Kulturkontakt (DE-588)4033569-0 gnd rswk-swf Interpersonale Kommunikation (DE-588)4129721-0 gnd rswk-swf Telefonieren (DE-588)4125536-7 gnd rswk-swf Philippinen (DE-588)4045771-0 gnd rswk-swf Philippinen (DE-588)4045771-0 g Callcenter (DE-588)4456666-9 s Amerikaner (DE-588)4212950-3 s DE-604 Interaktion (DE-588)4027266-7 s Interpersonale Kommunikation (DE-588)4129721-0 s Telefonieren (DE-588)4125536-7 s Sprachanalyse (DE-588)4129916-4 s Kulturkontakt (DE-588)4033569-0 s Erscheint auch als Online-Ausgabe, PDF 978-90-272-8979-7 (DE-604)BV044149261 Studies in corpus linguistics 34 (DE-604)BV012264569 34 HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=017310659&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Friginal, Eric 1971- The language of outsourced call centers a corpus-based study of cross-cultural interaction Studies in corpus linguistics Anglais (langue) - Philippines - Usage ram Centres d'appels - Personnel - Philippines - Langage ram Communication interculturelle - Philippines ram Englisch Interkulturelle Kommunikation Intercultural communication Philippines Call center agents Philippines Language English language Philippines Usage Callcenter (DE-588)4456666-9 gnd Sprachanalyse (DE-588)4129916-4 gnd Interaktion (DE-588)4027266-7 gnd Amerikaner (DE-588)4212950-3 gnd Kulturkontakt (DE-588)4033569-0 gnd Interpersonale Kommunikation (DE-588)4129721-0 gnd Telefonieren (DE-588)4125536-7 gnd |
| subject_GND | (DE-588)4456666-9 (DE-588)4129916-4 (DE-588)4027266-7 (DE-588)4212950-3 (DE-588)4033569-0 (DE-588)4129721-0 (DE-588)4125536-7 (DE-588)4045771-0 |
| title | The language of outsourced call centers a corpus-based study of cross-cultural interaction |
| title_auth | The language of outsourced call centers a corpus-based study of cross-cultural interaction |
| title_exact_search | The language of outsourced call centers a corpus-based study of cross-cultural interaction |
| title_full | The language of outsourced call centers a corpus-based study of cross-cultural interaction Eric Friginal |
| title_fullStr | The language of outsourced call centers a corpus-based study of cross-cultural interaction Eric Friginal |
| title_full_unstemmed | The language of outsourced call centers a corpus-based study of cross-cultural interaction Eric Friginal |
| title_short | The language of outsourced call centers |
| title_sort | the language of outsourced call centers a corpus based study of cross cultural interaction |
| title_sub | a corpus-based study of cross-cultural interaction |
| topic | Anglais (langue) - Philippines - Usage ram Centres d'appels - Personnel - Philippines - Langage ram Communication interculturelle - Philippines ram Englisch Interkulturelle Kommunikation Intercultural communication Philippines Call center agents Philippines Language English language Philippines Usage Callcenter (DE-588)4456666-9 gnd Sprachanalyse (DE-588)4129916-4 gnd Interaktion (DE-588)4027266-7 gnd Amerikaner (DE-588)4212950-3 gnd Kulturkontakt (DE-588)4033569-0 gnd Interpersonale Kommunikation (DE-588)4129721-0 gnd Telefonieren (DE-588)4125536-7 gnd |
| topic_facet | Anglais (langue) - Philippines - Usage Centres d'appels - Personnel - Philippines - Langage Communication interculturelle - Philippines Englisch Interkulturelle Kommunikation Intercultural communication Philippines Call center agents Philippines Language English language Philippines Usage Callcenter Sprachanalyse Interaktion Amerikaner Kulturkontakt Interpersonale Kommunikation Telefonieren Philippinen |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=017310659&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
| volume_link | (DE-604)BV012264569 |
| work_keys_str_mv | AT friginaleric thelanguageofoutsourcedcallcentersacorpusbasedstudyofcrossculturalinteraction |