English in the Southeast Asian Business-Process Outsourcing Industry and Call Centres

At a time when varieties of English are being increasingly accepted as mainstream and tolerance of deviations from standard English are on the rise, the business process outsourcing (BPO) industry, specifically contact centres, is far less tolerant of variation from standard English. This chapter pr...

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Main Author: Cruz, Priscilla Angela T
Format: text
Published: Archīum Ateneo 2024
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Online Access:https://archium.ateneo.edu/english-faculty-pubs/212
https://doi.org/10.1093/oxfordhb/9780192855282.013.31
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Institution: Ateneo De Manila University
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spelling ph-ateneo-arc.english-faculty-pubs-12132024-09-12T06:39:07Z English in the Southeast Asian Business-Process Outsourcing Industry and Call Centres Cruz, Priscilla Angela T At a time when varieties of English are being increasingly accepted as mainstream and tolerance of deviations from standard English are on the rise, the business process outsourcing (BPO) industry, specifically contact centres, is far less tolerant of variation from standard English. This chapter problematizes the position of varieties of English in Southeast Asian contact centres. Englishes are examined in light of business practices at recruitment, communications training agendas, communication performance benchmarking, and coaching support. Furthermore, this chapter examines the relationship between Englishes and the seemingly deficient English that needs to be addressed where contact centre customer service representative (CSR) support is concerned. We argue for the need of BPOs to anchor their practices on developing the meaning-making skills that ensure customer service call success. 2024-03-21T07:00:00Z text https://archium.ateneo.edu/english-faculty-pubs/212 https://doi.org/10.1093/oxfordhb/9780192855282.013.31 English Faculty Publications Archīum Ateneo business process outsourcing world Englishes Philippine English applied linguistics call centres business English customer service English for specific purposes Arts and Humanities English Language and Literature Other English Language and Literature
institution Ateneo De Manila University
building Ateneo De Manila University Library
continent Asia
country Philippines
Philippines
content_provider Ateneo De Manila University Library
collection archium.Ateneo Institutional Repository
topic business process outsourcing
world Englishes
Philippine English
applied linguistics
call centres
business English
customer service
English for specific purposes
Arts and Humanities
English Language and Literature
Other English Language and Literature
spellingShingle business process outsourcing
world Englishes
Philippine English
applied linguistics
call centres
business English
customer service
English for specific purposes
Arts and Humanities
English Language and Literature
Other English Language and Literature
Cruz, Priscilla Angela T
English in the Southeast Asian Business-Process Outsourcing Industry and Call Centres
description At a time when varieties of English are being increasingly accepted as mainstream and tolerance of deviations from standard English are on the rise, the business process outsourcing (BPO) industry, specifically contact centres, is far less tolerant of variation from standard English. This chapter problematizes the position of varieties of English in Southeast Asian contact centres. Englishes are examined in light of business practices at recruitment, communications training agendas, communication performance benchmarking, and coaching support. Furthermore, this chapter examines the relationship between Englishes and the seemingly deficient English that needs to be addressed where contact centre customer service representative (CSR) support is concerned. We argue for the need of BPOs to anchor their practices on developing the meaning-making skills that ensure customer service call success.
format text
author Cruz, Priscilla Angela T
author_facet Cruz, Priscilla Angela T
author_sort Cruz, Priscilla Angela T
title English in the Southeast Asian Business-Process Outsourcing Industry and Call Centres
title_short English in the Southeast Asian Business-Process Outsourcing Industry and Call Centres
title_full English in the Southeast Asian Business-Process Outsourcing Industry and Call Centres
title_fullStr English in the Southeast Asian Business-Process Outsourcing Industry and Call Centres
title_full_unstemmed English in the Southeast Asian Business-Process Outsourcing Industry and Call Centres
title_sort english in the southeast asian business-process outsourcing industry and call centres
publisher Archīum Ateneo
publishDate 2024
url https://archium.ateneo.edu/english-faculty-pubs/212
https://doi.org/10.1093/oxfordhb/9780192855282.013.31
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