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Research on voice quality in call center discourse: Validating reliability through interrater agreement and Praat
Author(s)
Date Issued
2023
ISSN
2583-6560
Citation
International Journal of Language, Linguistics, Literature and Culture, 2023, vol. 2(4), pp. 1-18.
Type
Peer Reviewed Journal Article
Abstract
Voice quality is an important component of effective communication in call center
conversations. A qualitative research methodology was used in the present study to examine
how Filipino customer service representatives (CSRs) and American customers use voice
quality features in call center discourse. A precise evaluation of voice quality features can aid
in the development of effective communication strategies. Through interrater agreement, the
present study aimed to validate the reliability of voice quality feature assessment. In this study,
how Filipino CSRs and American customers' call center telephone conversations differed in
terms of voice quality characteristics such as volume (Loud/Soft), pitch (High/Low), tension
(Tense/Lax), and rhythm (Fast/Slow) was investigated. The conversation transcripts were
examined using the aforementioned voice quality features. The transcriptions were then
evaluated by three independent raters to determine interrater agreement. The findings revealed
a high level of interrater agreement between the three raters of all voice quality features, with
up to 0.8 in identifying voice quality changes in generic stages. In particular, a higher
agreement was found in the assessment of specific voice quality features such as loudness, high
pitch, and tension. Praat software was also used to aid in the analysis of some voice recordings
to validate the interrater agreement reliability. The approach taken in the present study for
assessing voice quality using interrater agreement and Praat software can improve service
quality in the call center industry and provides a reliable and valid framework for future
qualitative research in applied linguistics.
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