How customer service representatives lose control of the call

2021 ◽  
Vol 15 (2) ◽  
Author(s):  
Priscilla Angela T. Cruz ◽  
Jane Lockwood
Keyword(s):  
Customer Service ◽  
First Language ◽  
The Philippines ◽  
Communication Breakdown ◽  
Communication Difficulties ◽  
Contact Centre ◽  
Customer Service Representatives ◽  
General Inability ◽  
The Way

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. Problems of locally recruited CSRs ‘losing control of the call’, leading to customer frustration and poor feedback, have previously been attributed to poor grammar and incomprehensible accents. However, more recent research has suggested that such communicative problems actually stem from a more general inability to build relationships and appropriately select, explain and describe information about the product or service and, if needed, instruct the client on what to do. This paper therefore examines ‘losing control of a call’ in terms of the overall exchange. Specifically, two calls were examined to analyse how information was organised, packaged and developed to the satisfaction (or not) of the client. We argue that discrete grammatical inaccuracies and regional accents do not result in losing control as much as the way overall meaning is managed by the CSR. The implications of these initial findings could be of importance to the recruitment, training, coaching and appraisal of CSRs in an industry where the nature of communication breakdown remains poorly understood.

Leadership styles and personality traits as predictors of employee engagement of selected customer service representatives

2013 ◽  
Author(s):  
Leslee G. Arididon ◽  
Yzabel Louise S. Bueser ◽  
Danielle Denise D. Pau ◽  
Raiza Elaine P. Ramirez ◽  
Krizia Jane V. Soriano ◽  
...  
Keyword(s):  
Personality Traits ◽  
Leadership Styles ◽  
Employee Engagement ◽  
Customer Service ◽  
Customer Service Representatives

SISTEM INFORMASI PENJUALAN DENGAN MENERAPKAN METODE SALES FORCE AUTOMATION

2019 ◽  
Vol 20 (3) ◽  
pp. 214-223
Author(s):  
Vivi Sahfitri
Keyword(s):  
Information System ◽  
Customer Service ◽  
Sales Force ◽  
Sales Force Automation ◽  
Sales Process ◽  
Marketing Area ◽  
Consumer Dissatisfaction ◽  
Product Manufacturer ◽  
The Way

The sales process is the most important part of the product manufacturer or the company being ditributor. Conventional sales system by the way telephone or consumer come directly to know the available or not the product needed to make consumers should take the time to do that. Such conditions can also lead to consumer dissatisfaction especially if the desired item is unavailable. Dissatisfaction with customer service can affect the indication of declining sales turnover. For that, the company needs a website-based sales information system that can be accessed by consumers anytime and anywhere so that it can expand its marketing area, and can facilitate salespeople to conduct promotions to Community. This research produces the sales information system by implementing a sales Force Automation (SFA) method which is expected to maximize the sales and focus of services to customers.

Customer Service Representatives

2021 ◽  
Vol 120 (3) ◽  
pp. 553-571
Author(s):  
Julian Kevon Glover
Keyword(s):  
Black Women ◽  
Customer Service ◽  
Sex Work ◽  
Transgender Women ◽  
Average Life Expectancy ◽  
Black Feminist ◽  
Affective Labor ◽  
Murder Rate ◽  
Black Bodies ◽  
Customer Service Representatives

This article investigates sex work among Black transgender women in Chicago’s ballroom scene, drawing on ethnographic data to argue that Black transwomen engage in sex work as a practice of self-investment undergirded by an epistemological shift regarding the centrality of affective labor to their work. In so doing, interlocutors reap the benefits of deploying embodied knowledge—the harnessing and transformation of insight derived from lived experiences of racial, gender, and sexual subjection into useful strategies, tactics, and tools—to secure material and human resources necessary for survival. A focus on how Black transwomen live, despite continued physical, spiritual, socioeconomic, political, and cultural annihilation, remains critically important given the myriad indicators (low average life expectancy, low annual income, disproportionally high murder rate, etc.) that expose the world’s indifference to the plight of this community and Black bodies writ large. Further, the author places interlocutors in conversation with Black feminist historians’ and theorists’ discussions of sex work among Black women to expose points of convergence between Black cis- and transgender women. The author also complicates narratives that link sex work to “survival” and subsequently obfuscate explorations of limited and situated agency among Black women that have significant historical precedent.

scholarly journals Language and Learner Specific Influences on the Emergence of Consonantal Place and Manner Features

2021 ◽  
Vol 12 ◽  
Author(s):  
Yvan Rose ◽  
Natalie Penney
Keyword(s):  
Language Learners ◽  
First Language ◽  
Phonological Representation ◽  
Previous Literature ◽  
Speech Sounds ◽  
Distributional Properties ◽  
Phonological Categories ◽  
Word Forms ◽  
The Way

This article focuses on the emergence of consonantal place and manner feature categories in the speech of first language learners. Starting with an overview of current representational approaches to phonology, we take the position that only models that allow for the emergence of phonological categories at all levels of phonological representation (from sub-segmental properties of speech sounds all the way to word forms represented within the child’s lexicon) can account for the data. We begin with a cross-linguistic survey of the acquisition of rhotic consonants. We show that the types of substitutions affecting different rhotics cross-linguistically can be predicted from two main observations: the phonetic characteristics of these rhotics and the larger system of categories displayed by each language. We then turn to a peculiar pattern of labial substitution for coronal continuants in the speech of a German learner. Building on previous literature on the topic, we attribute the emergence of this pattern to distributional properties of the child’s developing lexicon. Together, these observations suggest that our understanding of phonological emergence must involve a consideration of multiple, potentially interacting levels of phonetic and phonological representation.

scholarly journals Communicative Competence of the Saudi Learners of English at the Faculty of Languages and Translation, King Khalid University

2020 ◽  
Vol 11 (3) ◽  
pp. 446
Author(s):  
Rafiq Ali Mohamed Al-Shamiry
Keyword(s):  
Risk Taking ◽  
Communication Strategies ◽  
First Language ◽  
Target Language ◽  
Spoken English ◽  
Saudi Students ◽  
Communication Breakdown ◽  
English Classes ◽  
Language Communication ◽  
Students First

Saudi students of English at the tertiary level King Khalid University, encounter so many difficulties in real communicative situations due to the influence of the traditional methods of teaching English at the intermediate and secondary schools. The researcher conducted a questionnaire consists of eight questions in order to find out the main difficulties of the learners. The sample of the pilot study was ten students and the actual population of the study was ninety students from level four and eight. The learners' responses indicate that they lack the needed skills of communication strategies which usually lead to communication breakdown. For example, they change the topic when they feel there are some gaps in their speech. This literally means that students resort to risk-avoiding instead of risk-taking. The findings of the study point out the extent to which the Saudi students' first language influences their tendency of using some of the target language communication strategies. It is recommended that the linguistic competence should be taught implicitly whereas the functional competence should be taught explicitly during spoken English classes which may compensate for their lack of exposure to the target language.

Time Lags And Differential Pace: Bullet Time, William Faulkner and Jessica Hagedorn

2019 ◽  
pp. 122-165
Author(s):  
Charles M. Tung
Keyword(s):  
William Faulkner ◽  
Time Lag ◽  
The Philippines ◽  
Double Consciousness ◽  
Time Lags ◽  
Jessica Hagedorn ◽  
Us History ◽  
Sound And The Fury ◽  
Temporal Aspect ◽  
The Way

This chapter begins with the way Wesely’s record-breaking pinhole photographs from Open Shutter (2004) use the effect of blur to connect relative rates of movement to larger histories as such. Similarly, Faulkner’s The Sound and the Fury (1929) is focused on racialised time lag not simply between two points on a single historical line, but between different histories that move at different rates and go their own ways. Here, the temporal aspect of double consciousness – of always living in someone else’s time and yet also located in a distinctive history marked by laggy access – connects with postcolonial treatments of time lag and the way in which historical behindness opens onto the tangle of histories that appears synecdochically in the plane of the present as heterogeneity. Finally, Hagedorn’s Dream Jungle (2003) stages the collision, overlap and differences between the story of Magellan’s ‘discovery’ of the Philippines, the 1970s hoax of the uncontacted ‘Stone Age’ Tasaday people, the filming of contemporary US history in Apocalypse Now in Mindanao, and the long-running Moro insurgency. Each of these texts contains a bullet-time scene in which the dilation of the encounter of disjunctive rhythms reveals a heterochronic assemblage of time-paths and historical frames.

English in the Philippines: A Case of Rootedness and Routedness

2020 ◽  
pp. 133-153
Author(s):  
Bejay Villaflores Bolivar
Keyword(s):  
Communities Of Practice ◽  
Online Communities ◽  
First Language ◽  
The Philippines ◽  
National Language ◽  
Language Policies ◽  
Hybrid Form ◽  
Online Communities Of Practice ◽  
Local Languages

The researcher focuses on a hybrid form of English and Cebuano-Bisaya, one of the dominant local languages in the Philippines. Drawing from the Extra and Intra-territorial Model of Buschfeld and Kautzsch, the article argues that the emergence of Bislish is propelled by extra- and intra-territorial forces: first, language policies and a regional resistance against Tagalog as the national language; second, the surge of globalization and the Cebuano speakers’ endeavor for upward and outward mobility. The researcher surmounts that the prominence of Bislish in various domains, particularly in online communities of practice, is tied to the speakers’ attitudes of rootedness and routedness. The study affirms the viability of the EIF Model in explicating cases of language hybridity in postcolonial contexts.

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