- Title Pages
- Asian Englishes Today
- Dedication
- Series editor’s preface
- Acknowledgements
- List of contributors
- [UNTITLED]
-
Introduction Philippine English: Linguistic and literary perspectives -
1 A favorable climate and soil: A transplanted language and literature -
2 English in Philippine education: Solution or problem? -
3 English-language media in the Philippines: Description and research -
4 World Englishes or worlds of English? Pitfalls of a postcolonial discourse in Philippine English -
5 ‘When I was a child I spake as a child’: Reflecting on the limits of a nationalist language policy -
6 Taglish, or the phantom power of the lingua franca -
7 Linguistic diversity and English in the Philippines -
8 A lectal description of the phonological features of Philippine English -
9 Lexicography and the description of Philippine English vocabulary -
10 Investigating the grammatical features of Philippine English -
11 English in Philippine call centers and BPO operations: Issues, opportunities and research -
12 Colonial education and the shaping of Philippine literature in English -
13 Negotiating language: Postcolonialism and nationalism in Philippine literature in English -
14 ‘This scene so fair’: Filipino English poetry, 1905–2005 -
15 The Philippine short story in English: An overview -
16 The Filipino novel in English -
17 Filipino diasporic literature -
18 In conversation: Cebuano writers on Philippine literature and English -
19 Bibliographical resources for researching English in the Philippines - Index
English in Philippine call centers and BPO operations: Issues, opportunities and research
English in Philippine call centers and BPO operations: Issues, opportunities and research
- Chapter:
- (p.219) 11 English in Philippine call centers and BPO operations: Issues, opportunities and research
- Source:
- Philippine English
- Author(s):
Jane Lockwood
Helen Price
Gail Forey
- Publisher:
- Hong Kong University Press
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
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- Title Pages
- Asian Englishes Today
- Dedication
- Series editor’s preface
- Acknowledgements
- List of contributors
- [UNTITLED]
-
Introduction Philippine English: Linguistic and literary perspectives -
1 A favorable climate and soil: A transplanted language and literature -
2 English in Philippine education: Solution or problem? -
3 English-language media in the Philippines: Description and research -
4 World Englishes or worlds of English? Pitfalls of a postcolonial discourse in Philippine English -
5 ‘When I was a child I spake as a child’: Reflecting on the limits of a nationalist language policy -
6 Taglish, or the phantom power of the lingua franca -
7 Linguistic diversity and English in the Philippines -
8 A lectal description of the phonological features of Philippine English -
9 Lexicography and the description of Philippine English vocabulary -
10 Investigating the grammatical features of Philippine English -
11 English in Philippine call centers and BPO operations: Issues, opportunities and research -
12 Colonial education and the shaping of Philippine literature in English -
13 Negotiating language: Postcolonialism and nationalism in Philippine literature in English -
14 ‘This scene so fair’: Filipino English poetry, 1905–2005 -
15 The Philippine short story in English: An overview -
16 The Filipino novel in English -
17 Filipino diasporic literature -
18 In conversation: Cebuano writers on Philippine literature and English -
19 Bibliographical resources for researching English in the Philippines - Index