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This study analyzes a corpus of call center interactions between Filipino call center agents and American callers engaged in a range of communicative tasks during a typical workday. Our primary focus is to contribute to the knowledge base surrounding miscommunication in intercultural interactions in Filipino–American customer service calls. Specifically, our study explores how instances of nonunderstanding are initiated and repaired in interactions supported by Filipino agents. As a corpus-assisted research, we analyze a large number of interactions in order to identify linguistic and communicative patterns and draw conclusions from a variety of examples. Qualitative coding of the interactions works to identify how instances of miscommunication occur, while quantitative analysis of these instances helps to visualize patterns and to provide suggestions as to what may be causing or resolving miscommunication between these interlocutors.

DOI: 10.1057/978-1-137-49616-4_6

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