Please use this identifier to cite or link to this item: http://hdl.handle.net/10397/62860
Title: Applying systemic functional linguistics : understanding the choices of quality in the workplace
Authors: Lam, M 
Forey, G 
Issue Date: 2013
Publisher: Equinox Publishing
Source: Journal of applied linguistics and professional practice, 2013, v. 9, no. 1, p. 61-81 How to cite?
Journal: Journal of applied linguistics and professional practice 
Abstract: Outsourcing of customer and other services to developing countries is a significant aspect of global commercial activity, and an area of explosive employment growth in many locations, such as India and the Philippines. The present paper investigates what is meant by the term ‘quality’ and the language choices made by Customer Service Representatives (CSRs) in outbound credit collection calls. The data is based on a case study undertaken in a call centre in the Philippines. We focus specifically on an analysis of authentic calls and how the language choices relate to calls being assessed within the industry as ‘good’, ‘average’ and ‘poor’. The analysis of the transcribed data revealed that the speech functions and the choice of ‘Mood’ – i.e. whether a clause is a declarative, interrogative or imperative – were important features of the call, and that these choices were related to the assessment of calls being labelled as ‘good’ or ‘poor’ calls. An understanding of what a ‘good’ call looks like can help inform the quality assurance and training practices within the industry.
URI: http://hdl.handle.net/10397/62860
ISSN: 2040-3058 (print)
2040-3666 (online)
DOI: 10.1558/japl.v9i1.61
Appears in Collections:Journal/Magazine Article

Access
View full-text via PolyU eLinks SFX Query
Show full item record

Page view(s)

18
Last Week
2
Last month
Checked on May 28, 2017

Google ScholarTM

Check

Altmetric



Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.