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


Gube, JCC, Tracing the intersections of language and culture in Philippine-based transnational call centres, Internet Journal of Language, Culture and Society, (38) pp. 78-85. ISSN 1327-774X (2013) [Refereed Article]

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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.

Item Details

Item Type:Refereed Article
Keywords:transnational call center, outsourcing, cultures, Philippines, cross-cultural
Research Division:Language, Communication and Culture
Research Group:Communication and media studies
Research Field:Organisational, interpersonal and intercultural communication
Objective Division:Culture and Society
Objective Group:Communication
Objective Field:Communication across languages and culture
UTAS Author:Gube, JCC (Mr Jan Gube)
ID Code:88557
Year Published:2013
Deposited By:Education
Deposited On:2014-02-06
Last Modified:2014-08-07

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