The Language of Outsourced Call Centers: A corpus-based study of cross-cultural interactionJohn Benjamins Publishing, 2009/02/25 - 319 ページ 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. |
目次
1 | |
15 | |
Chapter 3 Corpora and description of speaker groups in the call center corpus | 39 |
Chapter 4 Multidimensional analysis | 75 |
Chapter 5 Lexicosyntactic features | 105 |
Chapter 6 Grammatical expression of stance | 145 |
Chapter 7 Politeness and respect markers | 169 |
Chapter 8 Inserts | 191 |
Chapter 9 Dysfluencies | 227 |
caller clarifications | 255 |
Chapter 11 Synthesis and directions for future research | 273 |
APPENDIX A Assessment instrument | 299 |
307 | |
317 | |
The series Studies in Corpus Linguistics SCL | 321 |
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agents and callers alright American callers American Conversation analysis Antconc backchannels Biber call center agents call center company Call Center corpus call center interactions call center transactions caller clarifications categories of accounts chapter common Conversation and Switchboard corpora Corpus Linguistics corpus-based cross-cultural current accounts customer service defined diflerent Dimension discourse markers discourse particles distribution English excerpt female agents female callers Figure Filipino agents filled-pauses first flow Frequency per 1,000 High-performing agents identified influence interac Keyword language lexical verbs lexico/syntactic LGSWE linguistic features linguistic performance long pauses ma’am male agents male callers modal verbs nouns outsourced call centers performance evaluation scores person pronouns Philippines politeness and respect procedures proficiency registers repeats respect markers role and gender speaker groups specific speech spoken stance adverbs stance complement clauses stance features TECH Text Sample thank tion troubleshooting turns uh-huh XX Company Yeah