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Philippine EnglishLinguistic and Literary$
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Philippine English: Linguistic and Literary

M. A. Lourdes S. Bautista and Kingsley Bolton

Print publication date: 2008

Print ISBN-13: 9789622099470

Published to Hong Kong Scholarship Online: September 2011

DOI: 10.5790/hongkong/9789622099470.001.0001

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PRINTED FROM HONG KONG SCHOLARSHIP ONLINE (www.hongkong.universitypressscholarship.com). (c) Copyright Hong Kong University Press, 2020. An individual user may print out a PDF of a single chapter of a monograph in HKSO for personal use.date: 24 October 2020

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
DOI:10.5790/hongkong/9789622099470.003.0012

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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