How Customer Service Representatives Lose Control Of The Call: A Metafunctional Analysis

How Customer Service Representatives Lose Control Of The Call: A Metafunctional Analysis

The contact centre industry has been growing rapidly in the Philippines over the last two decades and now boasts over one million customer service representatives (CSRs). Outsourcing work to this destination, where English may not be the first language, can lead to communication difficulties. Proble...

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Bibliographic Details
Main Authors: Cruz, Priscilla Angela T, Lockwood, Jane
Format: text
Published: Archīum Ateneo 2021
Subjects:
business process outsourcing; business English; communication breakdown; contact centre; Systemic Functional Linguistics; workplace communication
Communication
English Language and Literature
Linguistics
Online Access:https://archium.ateneo.edu/english-faculty-pubs/141
https://journal.equinoxpub.com/JALPP/article/view/20368
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Institution: Ateneo De Manila University

Internet

https://archium.ateneo.edu/english-faculty-pubs/141
https://journal.equinoxpub.com/JALPP/article/view/20368

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