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Tracing the intersections of language and culture in Philippine-based transnational call centres

journal contribution
posted on 2023-05-17, 21:47 authored by Gube, JCC
This article examines the cross-cultural communication challenges in Philippine-based transnational call centers (TCC), an expanding global outsourcing destination for a diverse range of Western business operations. Through interviews with workers of Philippine-based transnational call centers, I examined challenges in cross-cultural interaction experiences with their overseas clients in telephonic spaces. The findings indicate that distinctive spoken language features of overseas clients and questioning of physical location are of most challenge to the interviewed Filipino call center workers, despite the intercultural and language trainings they had undergone in their respective workplace. The participants also spoke of their perceptions of their overseas clients that are in play in their day-to-day experience at TCC. Although Filipino TCC workers are generally perceived to be competent users of English, this study implies a growing necessity in further trainings on workers’ intercultural awareness and other aspects of spoken English.

History

Publication title

Internet Journal of Language, Culture and Society

Issue

38

Pagination

78-85

ISSN

1327-774X

Department/School

Faculty of Education

Publisher

Australia - Asia Research and Education Foundation

Place of publication

Australia

Rights statement

Copyright 2013 LCS

Repository Status

  • Restricted

Socio-economic Objectives

Communication across languages and culture

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