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ERIC Number: EJ783172
Record Type: Journal
Publication Date: 2007
Pages: 19
Abstractor: Author
Reference Count: N/A
ISBN: N/A
ISSN: ISSN-0889-4906
''I'd Love to Put Someone in Jail for This:" An Initial Investigation of English in the Business Processing Outsourcing (BPO) Industry
Forey, Gail; Lockwood, Jane
English for Specific Purposes, v26 n3 p308-326 2007
In the global workplace, there has been tremendous growth in business processing outsourcing (BPO). Many industries are establishing call centers, back offices and other offshore enterprises in developing countries in an attempt to reduce costs. This development has far-reaching implications for language in these offshore destinations. Despite complaints about the communication skills of non-native English speaking (NNES) agents in these outsourced destinations, the language of the calls has not been well-researched. This paper focuses on one area of the BPO industry, call center communication. We limit the discussion to calls in the insurance industry, in one offshore destination, the Philippines. In this paper, we outline the development and problems faced in offshore outsource destinations. Based on an analysis of a sample of call center interactions, we outline their generic structure, and we investigate some of the reasons for breakdowns in communication. We use some examples from the data and discuss the linguistic realizations to illustrate what is happening in such breakdowns. The findings from the analyses are important for the development of the industry, for the training of customer service representatives, and could help us understand why frustration is experienced by many.
Elsevier. 6277 Sea Harbor Drive, Orlando, FL 32887-4800. Tel: 877-839-7126; Tel: 407-345-4020; Fax: 407-363-1354; e-mail: usjcs@elsevier.com; Web site: http://www.elsevier.com
Publication Type: Information Analyses; Journal Articles
Education Level: N/A
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A
Identifiers - Location: Philippines