In this new article published in Sociolinguistic Studies at Equinox Publishing, our head Prof. Eric Friginal explores caller clarification sequences in outsourced call center interactions, with the goal of categorizing distinguishable causes or reasons for their occurrence, as identified by third-party evaluators – i.e., raters who are not participants in the call.
Caller clarifications are questions, requests, or follow-up statements raised by a caller after a call-taker's turn while providing information or a procedure during call center interactions. Implications for agent training, the framework of analyzing and categorizing caller clarification, and understanding the nature of intercultural business communication are discussed.
More information about the article can be found on the website HERE.
