UID:
almahu_9949178822702882
Umfang:
1 online resource (344 p.)
Ausgabe:
1st ed.
ISBN:
1-282-10502-7
,
9786612105029
,
90-272-8979-4
Serie:
Studies in corpus linguistics ; v. 34
Inhalt:
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.
Anmerkung:
Bibliographic Level Mode of Issuance: Monograph
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The Language of Outsourced Call Centers -- Editorial page -- Title page -- LCC data -- Table of contents -- List of tables -- List of figures -- Acknowledgements -- Preface -- Chapter 1. Introduction -- 1.1 Cross-cultural communication in outsourced customer service -- 1.2 Analysis of cross-cultural interaction -- 1.3 Corpus-based analysis of cross-cultural interaction in this book -- 1.4 Corpus-based research on spoken discourse -- 1.5 Research on call center discourse -- 1.6 Overview of the book -- 1.7 Outline of the book -- Chapter 2. Outsourced call centers in the Philippines -- 2.1 The influx of outsourced call centers in the Philippines -- 2.2 The Philippine advantage in outsourcing -- 2.3 Challenges faced by outsourced call centers in the Philippines -- 2.3.1 Weakening U.S. dollar -- 2.3.2 Skill level of remaining pool of workers -- 2.3.3 Public perception of outsourcing in the U.S. -- 2.4 English education in the Philippines -- 2.5 Quality Service: English proficiency and cross-cultural interaction in outsourced call centers -- 2.6 Chapter summary -- Chapter 3. Corpora and description of speaker groups in the call center corpus -- 3.1. Contextual description of the call center company in this book -- 3.2. Language training and quality monitoring practices -- 3.3. Corpora -- 3.3.1 The Call Center corpus -- 3.3.2 Description of internal speaker groups in the Call Center corpus -- 3.3.2.1 Role and gender: Male and female agents and callers -- 3.3.2.2 Performance evaluation scores of agents -- 3.3.2.3 Experience of agents with their current accounts -- 3.3.2.4 Description of categories of accounts -- 3.3.2.5 Additional Categories -- 3.3.2.6 Summary of speaker groups in the corpus -- 3.3.3 The American Conversation sub-corpus -- 3.3.4 The Switchboard sub-corpus -- 3.3.5 Summary of corpora used in the present study.
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3.4. Data coding and corpus processing -- 3.5. Norming -- 3.6. Linguistic features -- 3.7. Chapter summary -- Chapter 4. Multi-dimensional analysis -- 4.1 Introduction -- 4.2 Multi-feature, multi-dimensional analytical framework -- 4.3 Steps in MD analysis -- 4.3.1 Segmenting texts, part-of-speech tagging, tag-counting -- 4.3.2 Identifying linguistic features, initial FA runs -- 4.3.3 Data screening and final factor analysis -- 4.3.4 Computing factor scores -- 4.4 Results -- 4.4.1 Dimension 1: Addressee-focused, polite, and elaborated information vs. Involved and simplified narrative -- 4.4.3 Dimension 3: Managed information flow -- 4.5 Discussion of results -- 4.6 Chapter summary -- Chapter 5. Lexico/syntactic features -- 5.1 Introduction -- 5.2 Distribution of selected lexico/syntactic features across registers -- 5.2.1 Content word classes: nouns, verbs, adjectives, adverbs across registers -- 5.2.2 Personal pronouns across corpora -- 5.2.3 Selected personal pronouns (I, you, we, he, she, they) across registers -- 5.2.4 Hedges and nouns of vague reference across registers -- 5.2.5 Common lexical verbs across registers -- 5.2.6 Let's across registers -- 5.3. Distribution of selected lexico/syntactic features across speaker groups in the Call Center corpus -- Anchor 59 -- 5.3.2 Content word classes across agents' performance evaluation scores -- 5.3.3 Content word classes across categories of account -- 5.3.4 Personal pronouns by role and gender -- 5.3.5 Personal pronouns across agents' performance evaluation scores -- 5.3.6 Selected personal pronouns by role and gender in the Call Center corpus -- 5.3.7 Hedges and nouns of vague reference in the Call Center corpus -- 5.3.8 Common lexical verbs in the Call Center corpus -- Anchor 67 -- 5.4 Lexico /Syntactic Complexity -- 5.4.1 Features of lexico/syntactic complexity across registers.
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5.4.2 Features of lexico/syntactic complexity in the Call Center corpus -- 5. Keyword analysis -- 5.5.1 Keyword analysis between call center interactions and face-to-face American conversation -- 5.5.2 Keyword analysis between agents and callers in the Call Center corpus -- 5. Chapter summary -- Chapter 6. Grammatical expression of stance -- 6.1 Introduction -- 6.1.1 Expressing personal feelings in outsourced call center interactions -- 6.2 Stance features included in the present study -- 6.2.1 Modal and semi-modal verbs -- 6.2.2 Stance adverbs -- 6.2.3 Stance complement clauses -- 6.3 Distribution of stance features across registers -- 6.3.1 Modal verb classes across registers -- 6.3.2 Stance adverbs across registers -- 6.3.3 Stance complement clauses across registers -- 6.4 Distribution of stance features across internal speaker groups in the Call Center corpus -- 6.4.1 Stance features across role and gender -- 6.4.2 Stance features by agents' performance evaluation scores -- 6.4.3 Stance features by agents' experience with current account -- 6.4.4 Stance features across categories of accounts -- 6.5 Chapter summary -- Chapter 7. Politeness and respect markers -- 7.1 Introduction -- 7.2 Politeness in service encounters and call center interactions -- 7.3 Politeness and respect markers included in the present study -- 7.3.1 Polite speech-act formulae -- 7.3.2 Polite requests -- 7.3.3 Apologies -- 7.3.4 Respect markers -- 7.4 Politeness and respect markers across registers -- 7.5 Politeness and respect markers in the Call Center corpus -- 7.5.1 Politeness and respect markers across role and gender -- 7.5.2 Politeness and respect markers by agents' performance evaluation scores -- 7.5.3 Politeness and respect markers by agents' experience with current account -- 7.5.4 Politeness and respect markers across categories of accounts.
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7.6 Chapter summary -- Chapter 8. Inserts -- 8. Introduction -- 8.1.1 Discourse markers -- 8.1.2 Discourse particles -- 8.1.3 Backchannels -- 8. Distribution of inserts across registers -- 8.2.1 Distribution of selected inserts:I mean, you know, oh, well, anyway, because, so, next, and then across registers -- 8.2.2 Distribution of ok across registers -- 8.2.3 Classification of ok across registers -- 8.2.4 Distribution of alright across registers -- 8.2.5 Distribution of uh-huh across registers -- 8.2.6 Classification of uh-huh across registers -- 8.3 Distribution of inserts across speaker groups in the Call Center corpus -- 8.3.1 Selected inserts by role and gender -- 8.3.2 Selected inserts by agents' performance evaluation scores -- 8.3.3 Selected inserts by agents' experience with their current accounts -- 8.3.4 Use of ok by role and gender in the Call Center corpus -- 8.3.5 Use of ok by agents' performance evaluation scores -- 8.3.6 Use of ok by agents' experience with their current accounts -- 8.3.7 Use of ok across categories of accounts -- 8.3.8 Use of alright across speaker groups in the Call Center corpus -- 8.3.9 Use of alright by agents' performance evaluation scores -- 8.3.10 Use of alright by agents' experience with their current accounts -- 8.3.11 Use of uh-huh across speaker groups in the Call Center corpus -- 8.3.12 Use of uh-huh by agents' performance evaluation scores -- 8.3.13 Use of uh-huh by agents' experience with their current accounts -- 8.3.14 Use of uh-huh across categories of accounts -- 8. Chapter summary -- Chapter 9. Dysfluencies -- 9.1 Introduction -- 9.1.1 Filled-pauses -- 9.1.2 Short and long pauses -- 9.1.3 Repeats -- 9.1.4 Holds -- 9.1 Distribution of filled-pauses and repeats across registers -- 9.2.1 Filled-pauses across registers -- 9.2.2 Repeats across registers.
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9.2.3 Distribution of the most common 2-word repeats across registers -- 9.3 Distribution of selected dysfluencies across speaker groups in the Call Center corpus -- 9.3.1 Filled-pauses by role and gender -- 9.3.2 Filled-pauses by agents' performance evaluation scores -- 9.3.3 Filled-pauses by agents' experience with current account -- 9.3.4 Filled-pauses across categories of accounts -- 9.3.5 Short and long pauses by role and gender -- 9.3.6 Short and long pauses by agents' performance evaluation scores -- 9.3.7 Short and long pauses by agents' experience with their current account -- 9.3.8 Short and long pauses across categories of accounts -- 9.3.9 Repeats by role and gender -- 9.3.10 Distribution of the most common 2-word repeats by agents and callers -- 9.3.11 Average hold time by male and female agents -- 9.3.12 Average hold time by agents' performance evaluation scores -- 9.3.13Average hold time by agents' experience with their current accounts -- 9.3.14 Average hold time across categories of accounts -- 9. Chapter summary -- Chapter 10. Communication breakdown: caller clarifications -- 10.1 Introduction -- 10.1.1 Caller clarification sequences -- 10.2 Factors causing caller clarification -- 10.3 Frequency of caller clarification -- 10.4 Frequency of caller clarification received by male and female agents -- 10.5 Frequency of clarifications made by male and female callers -- 10.6 Caller clarification by agents' performance evaluation scores -- 10.7 Frequency of caller clarification by agents' experience with their current accounts -- 10.8 Frequency of caller clarification across categories of accounts -- 10.9 Chapter summary -- Chapter 11. Synthesis and directions for future research -- 11.1 Synthesis -- 11.1.1 Register comparison -- 11.1.2 Role and gender -- 11.1.3 Agents' performance evaluation score -- 11.1.4 Other speaker groups.
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11.1.4.1 Agents' experience with current accounts.
,
English
Weitere Ausg.:
ISBN 90-272-2308-4
Sprache:
Englisch
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