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English in Philippine call centers and BPO operations: Issues, opportunities and research

Jane Lockwood, Helen Price and Gail Forey

in Philippine English

Published by Hong Kong University Press

Published in print November 2008 | ISBN: 9789622099470
Published online September 2011 | e-ISBN: 9789882207264 | DOI: http://dx.doi.org/10.5790/hongkong/9789622099470.003.0012
English in Philippine call centers and BPO operations: Issues, opportunities and research

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This chapter provides an overview of some of the current practices and issues relating to English language and communication, based on research in the Business Process Outsourcing (BPO) industry since 2004. It also discusses call center discourse in the Philippines, describing preliminary findings relating to features of these interactions and communication problems commonly faced by customer service representatives (CSRs). It also considers what the language implications are of this globalized movement offshore, and what kind of research could inform the development of language support programs for its workforce, initiatives that can better respond to and accommodate the diversity and complexities of the BPO context.

Keywords: English language; communication; Business Process Outsourcing; call center; customer service; language support programs

Chapter.  9456 words.  Illustrated.

Subjects: Sociolinguistics

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