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“How May I Help You?”: Questions, Control, and Customer Care in Telephone Call Center Talk

Anna Kristina Hultgren and Deborah Cameron

in Why Do You Ask?: The Function of Questions in Institutional Discourse

Published in print:
2009
Published Online:
February 2010
ISBN:
9780195306897
eISBN:
9780199867943
Item type:
chapter
Publisher:
Oxford University Press
DOI:
10.1093/acprof:oso/9780195306897.003.0015
Subject:
Linguistics, Sociolinguistics / Anthropological Linguistics

This chapter, written by Ann Kristina Hultgren and Deborah Cameron, is concerned with questions in telephone interactions between customers and service personnel (“agents”) in a Scottish call center ... More


English in Philippine call centers and BPO operations: Issues, opportunities and research

Jane Lockwood, Helen Price, and Gail Forey

in Philippine English: Linguistic and Literary

Published in print:
2008
Published Online:
September 2011
ISBN:
9789622099470
eISBN:
9789882207264
Item type:
chapter
Publisher:
Hong Kong University Press
DOI:
10.5790/hongkong/9789622099470.003.0012
Subject:
Linguistics, Sociolinguistics / Anthropological Linguistics

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 ... More


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