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Analysis of English Used for Call Center Officers

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Globalization and technological advancements have necessitated that customer
service companies focus on managing customer relationships effectively. Call
centers are pivotal in this process, acting as primary organizational channels for
customer interactions, particularly in multilingual contexts. The central challenge
for call centers is to deliver accurate information while maintaining a positive
attitude and expression. This study utilizes a descriptive qualitative method,
employing document analysis to gather data from four journals. Each journal
contributes uniquely to the research objectives: the first discusses recent studies
on customer satisfaction with call center services; the second delves into the
service literature concerning interactions between call centers and customers; the
third provides an analysis of the coding of propositions and expressions used by
call center agents; and the fourth highlights the essential role of call center agents
in customer service operations. The results indicate that customer satisfaction is
highest when agents manage interactions with patience and kindness.
Furthermore, call center agents must adeptly navigate three critical stages: pre-
service encounter, service encounter, and post-service encounter. The expressions
and language used by agents during these stages are crucial, as they can
significantly influence the continuation or termination of services. This
underscores the importance of agents understanding the emotional impact of their
words. The research suggests that training programs for call center agents should
emphasize emotional intelligence and effective communication strategies to
enhance customer satisfaction and service continuity.
Keywords: call center agent, English used, language use

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

59 LUF 2020

Penerbit

Bogor : FKIP Unpak., 2020

Deskripsi Fisik

xi, 37 hlm.

Bahasa

English

ISBN/ISSN

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Klasifikasi

59 LUF a 2020

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

Language use

Info Detail Spesifik

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Pernyataan Tanggungjawab

Dra. Atti Herawati, M.Pd. dan Asih Wahyuni, M.Pd.

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