Open AccessImpact of English Language Training on Linguistic and Cultural Identity of Call Center Employees
Author(s) -
Mitima Jean-Paul Zagabe
Publication year - 2018
Publication title -
the qualitative report
Language(s) - English
Resource type - Journals
ISSN - 2160-3715
DOI - 10.46743/2160-3715/2017.3438
Subject(s) - identity (music) , government (linguistics) , linguistics , ethnography , sociology , language assessment , language industry , public relations , outsourcing , pedagogy , psychology , language education , business , comprehension approach , political science , marketing , philosophy , physics , anthropology , acoustics
The Call Center Industry in the Philippines has been attracting employees from different cultural and linguistic backgrounds. Such industry requires employees to have a strong command of the English language. More specifically, American English serves as the model for English language requirements. The problem is that these requirements may have a negative impact on linguistic and cultural identity of Filipino employees. This study explored the Filipino English language trainers’ integration with the American culture and language and whether this has any influence on the way they teach the language. It also investigated whether the Call Center Industry training has any impact on the language and cultural identity of employees. Methodologically, this study was a critical ethnography that was conducted by an experienced customer service representative. The results of the study can be useful to socio-linguists, school administrators, psychologists, families and educators, the Philippine government, the business process outsourcing employers, managers, and agents.