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Language in Call Centers
Author(s)
Date Issued
2025
Publisher
Elsevier
ISBN
9780443157851
Citation
In Reference module in social sciences, 2025.
Type
Book Chapter
Abstract
Language is essential for the success of call center telephone operations. This literature review examines the role of language in call center research published since the year 2000. We discuss representative research studies conducted by various academics, and how their findings contribute to our understanding of language in the call center context. We start with an overview of the offshoring outsourcing industry and the related concept of emotional labor. We then move on to examine issues related to generic features, discourse semiotics, and, finally, the voice and paralinguistic features found in call center customer interactions.
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