101-545: Philippine English (similar and related to American English ) is a variety of English native to the Philippines , including those used by the media and the vast majority of educated Filipinos and English learners in the Philippines from adjacent Asian countries. English is taught in schools as one of the two official languages of the country, the other being Filipino , a standardized form of Tagalog . Due to
202-707: A cot–caught merger , which is rapidly spreading throughout the whole country. However, the South, Inland North, and a Northeastern coastal corridor passing through Rhode Island, New York City, Philadelphia, and Baltimore typically preserve an older cot–caught distinction. For that Northeastern corridor, the realization of the THOUGHT vowel is particularly marked , as depicted in humorous spellings, like in tawk and cawfee ( talk and coffee ), which intend to represent it being tense and diphthongal : [oə] . A split of TRAP into two separate phonemes , using different
303-546: A log-normal service time distribution . Simulation algorithms are increasingly being used to model call arrival, queueing and service levels. Call centre operations have been supported by mathematical models beyond queueing, with operations research , which considers a wide range of optimisation problems seeking to reduce waiting times while keeping server utilisation and therefore efficiency high. Call centres have received criticism for low rates of pay and restrictive working practices for employees, which have been deemed as
404-520: A pronunciations for example in gap [æ] versus gas [eə] , further defines New York City as well as Philadelphia–Baltimore accents. Most Americans preserve all historical /r/ sounds, using what is known as a rhotic accent . The only traditional r -dropping (or non-rhoticity) in regional U.S. accents variably appears today in eastern New England , New York City , and some of the former plantation South primarily among older speakers (and, relatedly, some African-American Vernacular English across
505-631: A complex phenomenon of "both convergence and divergence": some accents are homogenizing and leveling , while others are diversifying and deviating further away from one another. Having been settled longer than the American West Coast, the East Coast has had more time to develop unique accents, and it currently comprises three or four linguistically significant regions, each of which possesses English varieties both different from each other as well as quite internally diverse: New England ,
606-447: A consonant, such as in pearl , car and fort . Non-rhotic American accents, those that do not pronounce ⟨r⟩ except before a vowel, such as some accents of Eastern New England , New York City , and African-Americans , and a specific few (often older ones) spoken by Southerners , are often quickly noticed by General American listeners and perceived as sounding especially ethnic, regional, or antiquated. Rhoticity
707-501: A corporate computer network , including mainframes , microcomputer, servers and LANs . It is expected that artificial intelligence -based chatbots will significantly impact call centre jobs and will increase productivity substantially. Many organisations have already adopted AI-based chatbots to improve their customer service experience. The contact center is a central point from which all customer contacts are managed. Through contact centers, valuable information can be routed to
808-404: A dehumanising environment. Other research illustrates how call centre workers develop ways to counter or resist this environment by integrating local cultural sensibilities or embracing a vision of a new life. Most call centres provide electronic reports that outline performance metrics, quarterly highlights and other information about the calls made and received. This has the benefit of helping
909-482: A mechanical answering machine. Although undoubtedly more costly (the human service, the cost of setting up and paying the phone company for the OPX on a monthly basis), it had the advantage of being more ready to respond to the unique needs of after-hours callers. The answering service operators also had the option of calling the client and alerting them to particularly important calls. The origins of call centers date back to
1010-591: A merger with the THOUGHT ( caught ) set. Having taken place prior to the unrounding of the cot vowel, it results in lengthening and perhaps raising, merging the more recently separated vowel into the THOUGHT vowel in the following environments: before many instances of /f/ , /θ/ , and particularly /s/ (as in Austria, cloth, cost, loss, off, often, etc.), a few instances before /ŋ/ (as in strong, long, wrong ), and variably by region or speaker in gone , on , and certain other words. Unlike American accents,
1111-636: A nice day , for sure); many are now distinctly old-fashioned (swell, groovy). Some English words now in general use, such as hijacking, disc jockey , boost, bulldoze and jazz , originated as American slang. American English has always shown a marked tendency to use words in different parts of speech and nouns are often used as verbs . Examples of nouns that are now also verbs are interview, advocate, vacuum, lobby, pressure, rear-end, transition, feature, profile, hashtag, head, divorce, loan, estimate, X-ray, spearhead, skyrocket, showcase, bad-mouth, vacation , major, and many others. Compounds coined in
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#17327662867631212-1030: A phonological feature across numerous Philippine languages such as Karay-a , Maranao , Kapampangan , or the Abagatan (Southern) dialect of Ilocano —is absent as a separate phoneme. Many Filipinos often have distinct non-native English pronunciation, and many fall under different lectal variations (i.e. basilectal, mesolectal, acrolectal). Some Philippine languages (e.g. Ibanag , Itawis , Surigaonon , Tausug ) feature certain unique phonemes such as [dʒ] , [f] , [v] , and [z] , which are also present in English. However, Filipinos' first languages (such as Tagalog ) have generally different phonological repertoires (if not more simplified compared to English), and this leads to mis- or distinct pronunciations particularly among basilectal and to some extent mesolectal speakers. American English American English , sometimes called United States English or U.S. English ,
1313-480: A process of extensive dialect mixture and leveling in which English varieties across the colonies became more homogeneous compared with the varieties in Britain. English thus predominated in the colonies even by the end of the 17th century's first immigration of non-English speakers from Western Europe and Africa. Additionally, firsthand descriptions of a fairly uniform American English (particularly in contrast to
1414-404: A sale per lead. The universal queue standardises the processing of communications across multiple technologies such as fax, phone, and email. The virtual queue provides callers with an alternative to waiting on hold when no agents are available to handle inbound call demand. Historically call centres have been built on Private branch exchange (PBX) equipment owned, hosted, and maintained by
1515-502: A separate application, and configuration APIs which enable graphical user interface (GUI) controls of administrative functions. Outsourced call centres are often located in developing countries , where wages are significantly lower than in western countries with higher minimum wages. These include the call centre industries in the Philippines , Bangladesh , and India . Companies that regularly utilise outsourced contact centre services include British Sky Broadcasting and Orange in
1616-680: A series of other vowel shifts in the same region, known by linguists as the " Inland North ". The Inland North shares with the Eastern New England dialect (including Boston accents ) a backer tongue positioning of the GOOSE /u/ vowel (to [u] ) and the MOUTH /aʊ/ vowel (to [ɑʊ~äʊ] ) in comparison to the rest of the country. Ranging from northern New England across the Great Lakes to Minnesota, another Northern regional marker
1717-525: A survey, completed in 2003, polling English speakers across the United States about their specific everyday word choices, hoping to identify regionalisms. The study found that most Americans prefer the term sub for a long sandwich, soda (but pop in the Great Lakes region and generic coke in the South) for a sweet and bubbly soft drink , you or you guys for the plural of you (but y'all in
1818-528: A traditional, centralised, call centre location, which increasingly allows people 'on the go' or with physical or other disabilities to work from desired locations – i.e. not leaving their house. The only required equipment is Internet access, a workstation, and a softphone. If the virtual call centre software utilizes webRTC , a softphone is not required to dial. The companies are preferring Virtual Call Centre services due to cost advantage. Companies can start their call centre business immediately without installing
1919-453: A variation of American English in these islands. In 2021, about 245 million Americans, aged 5 or above, spoke English at home: a majority of the United States total population of roughly 330 million people. The United States has never had an official language at the federal level, but English is commonly used at the federal level and in states without an official language. 32 of the 50 states, in some cases as part of what has been called
2020-578: Is a further extension of call centres telephony based capabilities, administers centralised handling of individual communications, including letters , faxes , live support software , social media , instant message , and email . A call center was previously seen as an open workspace for call center agents , with workstations that included a computer and display for each agent and were connected to an inbound/outbound call management system, and one or more supervisor stations. It can be independently operated or networked with additional centers, often linked to
2121-559: Is a general absence of the schwa /ə/ ; it is instead pronounced by its respective equivalent full vowel, although the r-colored variant [ɚ] has been increasingly popular in recent years. The following consonant changes apply for many non-native speakers of the dialect: Vowels in Philippine English are pronounced according to the letter representing each, so that ⟨a, e, i, o, u⟩ are generally pronounced as [a, ɛ, i, o, u] , respectively. The schwa /ə/ —although
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#17327662867632222-654: Is also associated with the United States, perhaps mostly in the Midwest and the South. American accents that have not undergone the cot–caught merger (the lexical sets LOT and THOUGHT ) have instead retained a LOT – CLOTH split : a 17th-century distinction in which certain words (labeled as the CLOTH lexical set ) separated away from the LOT set. The split, which has now reversed in most British English, simultaneously shifts this relatively recent CLOTH set into
2323-604: Is also home to a creole language known commonly as Hawaiian Pidgin , and some Hawaii residents speak English with a Pidgin-influenced accent. American English also gave rise to some dialects outside the country, for example, Philippine English , beginning during the American occupation of the Philippines and subsequently the Insular Government of the Philippine Islands ; Thomasites first established
2424-478: Is also intended to improve efficiencies, both for inbound and outbound campaigns. This allows inbound calls to be directly routed to the appropriate agent for the task, whilst minimising wait times and long lists of irrelevant options for people calling in. For outbound calls, lead selection allows management to designate what type of leads go to which agent based on factors including skill, socioeconomic factors, past performance, and percentage likelihood of closing
2525-400: Is also used in higher education , religious affairs, print and broadcast media, and business. Most well-educated Filipinos are bilingual and speak English as one of their languages. For highly technical subjects such as nursing, medicine, computing and mathematics, English is the preferred medium for textbooks and communication. Very few would prefer highly technical books in either Filipino or
2626-538: Is common in most American accents despite being now rare in England because, during the 17th-century British colonization, nearly all dialects of English were rhotic, and most North American English simply remained that way. The preservation of rhoticity in North America was also supported by continuing waves of rhotic-accented Scotch-Irish immigrants, most intensely during the 18th century (and moderately during
2727-420: Is often identified by Americans as a "country" accent, and is defined by the /aɪ/ vowel losing its gliding quality : [aː] , the initiation event for a complicated Southern vowel shift, including a " Southern drawl " that makes short front vowels into distinct-sounding gliding vowels . The fronting of the vowels of GOOSE , GOAT , MOUTH , and STRUT tends to also define Southern accents as well as
2828-745: Is the common language at home, in public, and in government. Call center A call centre ( Commonwealth spelling ) or call center ( American spelling ; see spelling differences ) is a managed capability that can be centralised or remote that is used for receiving or transmitting a large volume of enquiries by telephone . An inbound call centre is operated by a company to administer incoming product or service support or information inquiries from consumers. Outbound call centres are usually operated for sales purposes such as telemarketing , for solicitation of charitable or political donations , debt collection , market research , emergency notifications, and urgent/critical needs blood banks . A contact centre
2929-640: Is the set of varieties of the English language native to the United States. English is the most widely spoken language in the United States ; the de facto common language used in government, education, and commerce; and an official language in 32 of the 50 U.S. states . Since the late 20th century, American English has become the most influential form of English worldwide. Varieties of American English include many patterns of pronunciation, vocabulary, grammar and particularly spelling that are unified nationwide but distinct from other English dialects around
3030-469: Is the variable fronting of /ɑ/ before /r/ , for example, appearing four times in the stereotypical Boston shibboleth Park the car in Harvard Yard . Several other phenomena serve to distinguish regional U.S. accents. Boston , Pittsburgh , Upper Midwestern , and Western U.S. accents have fully completed a merger of the LOT vowel with the THOUGHT vowel ( /ɑ/ and /ɔ/ , respectively):
3131-576: The Bisayan languages ) is prevalent across domains from casual settings to formal situations. Filipinos were first introduced to English when the British invaded and occupied Manila and Cavite in 1762 as part of the Seven Years' War . Still, this occupation had no lasting effect on English in the country. A national variety called Philippine English evolved as a result of American colonization and
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3232-795: The Communications Workers of America and the United Steelworkers . In Australia , the National Union of Workers represents unionised workers; their activities form part of the Australian labour movement . In Europe , UNI Global Union of Switzerland is involved in assisting unionisation in the call center industry, and in Germany Vereinte Dienstleistungsgewerkschaft represents call centre workers. During
3333-643: The EF English Proficiency Index . In the same report, it was ranked 2nd in Asia next only to Singapore . Today Philippine English, as formally called based on the World Englishes framework of linguist Braj Kachru , is a recognized variety of English with its distinct lexical, phonological, and grammatical features (with considerable variations across socioeconomic groups and level of education being predictors of English proficiency in
3434-482: The English-only movement , have adopted legislation granting official or co-official status to English. Typically only "English" is specified, not a particular variety like American English. (From 1923 to 1969, the state of Illinois recognized its official language as "American", meaning American English.) Puerto Rico is the largest example of a United States territory in which another language – Spanish –
3535-496: The Hilton Hotels Corporation and Marriott International make use of call centres to manage reservations. These are known in the industry as "central reservations offices". Staff members at these call centres take calls from clients wishing to make reservations or other inquiries via a public number, usually a 1-800 number . These centres may operate as many as 24 hours per day, seven days a week, depending on
3636-622: The Mid-Atlantic states (including a New York accent as well as a unique Philadelphia–Baltimore accent ), and the South . As of the 20th century, the middle and eastern Great Lakes area , Chicago being the largest city with these speakers, also ushered in certain unique features, including the fronting of the LOT /ɑ/ vowel in the mouth toward [a] and tensing of the TRAP /æ/ vowel wholesale to [eə] . These sound changes have triggered
3737-551: The Native American languages . Examples of such names are opossum , raccoon , squash , moose (from Algonquian ), wigwam , and moccasin . American English speakers have integrated traditionally non-English terms and expressions into the mainstream cultural lexicon; for instance, en masse , from French ; cookie , from Dutch ; kindergarten from German , and rodeo from Spanish . Landscape features are often loanwords from French or Spanish, and
3838-481: The Philippine peso sign (₱, used in prices), however, are not indicated on Philippine keyboards; these are usually entered through dead keys, keyboard shortcuts or character input aids. Philippine English is a rhotic accent mainly due to the influence of Philippine languages , which are the first language of most of its speakers. Another influence is the rhotic characteristic of American English , which became
3939-722: The francophile tastes of the 19th century Victorian era Britain (for example they preferred programme for program , manoeuvre for maneuver , cheque for check , etc.). AmE almost always uses -ize in words like realize . BrE prefers -ise , but also uses -ize on occasion (see: Oxford spelling ). There are a few differences in punctuation rules. British English is more tolerant of run-on sentences , called " comma splices " in American English, and American English prefers that periods and commas be placed inside closing quotation marks even in cases in which British rules would place them outside. American English also favors
4040-469: The landed elites and gentry. By the end of Spanish colonization and the Philippine–American War in 1903, only 10% of the colonial population could speak Spanish. The lingering effects of Spanish amongst the general population nevertheless had notable effects on the lexical development of many Philippine languages , and even Philippine English, in the form of Hispanisms. Tagalog was selected as
4141-729: The reforms promulgated in Noah Webster 's 1828 Dictionary . The MM/DD/YYYY and DD/MM/YYYY date format are used in the Philippines for date notation and the 12-hour clock for time notation. There are two major English language keyboard layouts , the United States layout and the United Kingdom layout. Keyboards and keyboard software for the Philippine market universally use the US keyboard layout. Common special characters such as Ñ (used in proper nouns and Spanish loanwords) or
Philippine English - Misplaced Pages Continue
4242-709: The 18th century; apartment , shanty in the 19th century; project, condominium , townhouse , mobile home in the 20th century; and parts thereof ( driveway , breezeway, backyard ) . Industry and material innovations from the 19th century onwards provide distinctive new words, phrases, and idioms through railroading (see further at rail terminology ) and transportation terminology, ranging from types of roads ( dirt roads , freeways ) to infrastructure ( parking lot , overpass , rest area ), to automotive terminology often now standard in English internationally. Already existing English words—such as store , shop , lumber —underwent shifts in meaning; others remained in
4343-489: The 1960s through the 1980s, earlier and slightly later, involved a business that specifically provided the service. Primarily, by using an off-premises extension (OPX) for each subscribing business, connected at a switchboard at the answering service business, the answering service would answer the otherwise unattended phones of the subscribing businesses with a live operator. The live operator could take messages or relay information, doing so with greater human interactivity than
4444-538: The 1960s with the UK-based Birmingham Press and Mail, which installed Private Automated Business Exchanges (PABX) to have rows of agents handling customer contacts. By 1973, call centers had received mainstream attention after Rockwell International patented its Galaxy Automatic Call Distributor (GACD) for a telephone booking system as well as the popularization of telephone headsets as seen on televised NASA Mission Control Center events. During
4545-401: The 1990s, call centres expanded internationally and developed into two additional subsets of communication: contact centres and outsourced bureau centres. A contact centre is a coordinated system of people, processes, technologies, and strategies that provides access to information, resources, and expertise, through appropriate channels of communication, enabling interactions that create value for
4646-546: The 20th century. The use of English in the United States is a result of British colonization of the Americas . The first wave of English-speaking settlers arrived in North America during the early 17th century, followed by further migrations in the 18th and 19th centuries. During the 17th and 18th centuries, dialects from many different regions of England and the British Isles existed in every American colony, allowing
4747-670: The American English from which it was derived are observable. Philippine English traditionally follows American English spelling and grammar while it shares some similarity to Commonwealth English . Philippine English follows the latter when it comes to punctuation as well as date notations. For example, a comma almost never precedes the final item in an enumeration (much like the AP Stylebook and other style guides in English-language journalism generally). Philippine spelling usually follows American spellings, following
4848-627: The British form is a back-formation , such as AmE burglarize and BrE burgle (from burglar ). However, while individuals usually use one or the other, both forms will be widely understood and mostly used alongside each other within the two systems. While written American English is largely standardized across the country and spoken American English dialects are highly mutually intelligible, there are still several recognizable regional and ethnic accents and lexical distinctions. The regional sounds of present-day American English are reportedly engaged in
4949-413: The East Coast (perhaps in imitation of 19th-century London speech), even the East Coast has gradually begun to restore rhoticity, due to it becoming nationally prestigious in the 20th century. The pronunciation of ⟨r⟩ is a postalveolar approximant [ ɹ̠ ] or retroflex approximant [ ɻ ] , but a unique "bunched tongue" variant of the approximant r sound
5050-571: The Inland North. Rather than one particular accent, General American is best defined as an umbrella covering an American accent that does not incorporate features associated with some particular region, ethnicity, or socioeconomic group. Typical General American features include rhoticity , the father–bother merger , Mary–marry–merry merger , pre-nasal "short a " tensing , and other particular vowel sounds . General American features are embraced most by Americans who are highly educated or in
5151-471: The Philippines). As the English language became highly embedded in Philippine society, it was only a matter of time before the language was indigenized to the point that it became differentiated from English varieties found in the United States, United Kingdom, or elsewhere. This, along with the formal introduction of the World Englishes (WE) framework to English language scholars in the Philippines, opened
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#17327662867635252-573: The South), sneakers for athletic shoes (but often tennis shoes outside the Northeast), and shopping cart for a cart used for carrying supermarket goods. American English and British English (BrE) often differ at the levels of phonology, phonetics, vocabulary, and, to a much lesser extent, grammar and orthography. The first large American dictionary, An American Dictionary of the English Language , known as Webster's Dictionary ,
5353-528: The U.S. Several verbs ending in -ize are of U.S. origin; for example, fetishize, prioritize, burglarize, accessorize, weatherize , etc.; and so are some back-formations (locate, fine-tune, curate, donate, emote, upholster and enthuse). Among syntactic constructions that arose are outside of, headed for, meet up with, back of, etc. Americanisms formed by alteration of some existing words include notably pesky, phony, rambunctious, buddy, sundae , skeeter, sashay and kitty-corner. Adjectives that arose in
5454-570: The U.S. are for instance foothill , landslide (in all senses), backdrop , teenager , brainstorm , bandwagon , hitchhike , smalltime, and a huge number of others. Other compound words have been founded based on industrialization and the wave of the automobile: five-passenger car, four-door sedan, two-door sedan, and station-wagon (called an estate car in British English). Some are euphemistic ( human resources , affirmative action , correctional facility ). Many compound nouns have
5555-676: The U.S. are, for example, lengthy, bossy, cute and cutesy, punk (in all senses), sticky (of the weather), through (as in "finished"), and many colloquial forms such as peppy or wacky . A number of words and meanings that originated in Middle English or Early Modern English and that have been in everyday use in the United States have since disappeared in most varieties of British English; some of these have cognates in Lowland Scots . Terms such as fall ("autumn"), faucet ("tap"), diaper ("nappy"; itself unused in
5656-530: The U.S. while changing in Britain. Science, urbanization, and democracy have been important factors in bringing about changes in the written and spoken language of the United States. From the world of business and finance came new terms ( merger , downsize , bottom line ), from sports and gambling terminology came, specific jargon aside, common everyday American idioms, including many idioms related to baseball . The names of some American inventions remained largely confined to North America ( elevator [except in
5757-427: The U.S.), candy ("sweets"), skillet , eyeglasses , and obligate are often regarded as Americanisms. Fall for example came to denote the season in 16th century England, a contraction of Middle English expressions like "fall of the leaf" and "fall of the year." Gotten ( past participle of get ) is often considered to be largely an Americanism. Other words and meanings were brought back to Britain from
5858-597: The U.S., especially in the second half of the 20th century; these include hire ("to employ"), I guess (famously criticized by H. W. Fowler ), baggage , hit (a place), and the adverbs overly and presently ("currently"). Some of these, for example, monkey wrench and wastebasket , originated in 19th century Britain. The adjectives mad meaning "angry", smart meaning "intelligent", and sick meaning "ill" are also more frequent in American (and Irish) English than British English. Linguist Bert Vaux created
5959-650: The US Air Force's Clark Air Base in Angeles City answering ninety percent of their global e-mail inquiries. Citibank does its global ATM programming in the country, and Procter & Gamble has over 400 employees in Makati , a central Manila neighborhood, doing back office work for their Asian operations including finance, accounting, human resources and payments processing. An influx of foreign students, principally from South Korea , has also led to growth in
6060-557: The United Kingdom) may speak in a non-rhotic accent unless taught otherwise. Native and well-educated speakers (also called acrolectal speakers) may also feature flapping and vowel sounds resembling the California vowel shift due to the influence of Hollywood movies and call center culture mostly pegged towards the American market. For non-native speakers, Philippine English phonological features are heavily dependent on
6161-474: The United States and the United Kingdom suggest that, while spoken American English deviated away from period British English in many ways, it is conservative in a few other ways, preserving certain features 21st-century British English has since lost. Full rhoticity (or "R-fulness") is typical of American accents, pronouncing the phoneme /r/ (corresponding to the letter ⟨r⟩ ) in all environments, including in syllable-final position or before
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#17327662867636262-605: The West and Midwest, and New York Latino English , spoken in the New York metropolitan area . Additionally, ethnic varieties such as Yeshiva English and " Yinglish " are spoken by some American Orthodox Jews , Cajun Vernacular English by some Cajuns in southern Louisiana , and Pennsylvania Dutch English by some Pennsylvania Dutch people. American Indian Englishes have been documented among diverse Indian tribes. The island state of Hawaii , though primarily English-speaking,
6363-555: The accents spoken in the " Midland ": a vast band of the country that constitutes an intermediate dialect region between the traditional North and South. Western U.S. accents mostly fall under the General American spectrum. Below, ten major American English accents are defined by their particular combinations of certain vowel sounds: In 2010, William Labov noted that Great Lakes, Philadelphia, Pittsburgh, and West Coast accents have undergone "vigorous new sound changes" since
6464-505: The aeronautical sense ], gasoline ) as did certain automotive terms ( truck , trunk ). New foreign loanwords came with 19th and early 20th century European immigration to the U.S.; notably, from Yiddish ( chutzpah , schmooze, bupkis, glitch ) and German ( hamburger , wiener ). A large number of English colloquialisms from various periods are American in origin; some have lost their American flavor (from OK and cool to nerd and 24/7 ), while others have not ( have
6565-487: The appropriate people or systems, contacts can be tracked, and data may be gathered. It is generally a part of the company's customer relationship management infrastructure. The majority of large companies use contact centers as a means of managing their customer interactions. These centers can be operated by either an in-house department responsible or outsourcing customer interaction to a third-party agency (known as Outsourcing Call Centres ). Answering services, as known in
6666-803: The basic infrastructure like Dialer , ACD and IVRS . Virtual call centres became increasingly used after the COVID-19 pandemic restricted businesses from operating with large groups of people working in close proximity. Through the use of application programming interfaces (APIs), hosted and on-demand call centres that are built on cloud-based software as a service (SaaS) platforms can integrate their functionality with cloud-based applications for customer relationship management (CRM), lead management and more. Developers use APIs to enhance cloud-based call centre platform functionality—including Computer telephony integration (CTI) APIs which provide basic telephony controls and sophisticated call handling from
6767-413: The basis for a national language in 1937, and has since remained so. It was re-labelled as Pilipino in 1959, and Filipino in 1987. With the successful establishment of American-style public education with English as a consequential medium, more than 20% of the Philippine population was reported to be able to understand and speak English just before the turn of the mid-20th century. This meteoric growth
6868-413: The call centre operator. The PBX can provide functions such as automatic call distribution , interactive voice response , and skills-based routing . In a virtual call centre model, the call centre operator (business) pays a monthly or annual fee to a vendor that hosts the call centre telephony and data equipment in their own facility, cloud-based. In this model, the operator does not own, operate or host
6969-575: The call volume the chain receives. Queueing theory is a branch of mathematics in which models of service systems have been developed. A call centre can be seen as a queueing network and results from queueing theory such as the probability an arriving customer needs to wait before starting service useful for provisioning capacity. ( Erlang's C formula is such a result for an M/M/c queue and approximations exist for an M/G/k queue .) Statistical analysis of call centre data has suggested arrivals are governed by an inhomogeneous Poisson process and jobs have
7070-401: The company to plan the workload and time of its employees. However, it has also been argued that such close monitoring breaches the human right to privacy . Complaints are often logged by callers who find the staff do not have enough skill or authority to resolve problems, as well as appearing apathetic. These concerns are due to a business process that exhibits levels of variability because
7171-406: The country), though the vowel-consonant cluster found in "bird", "work", "hurt", "learn", etc. usually retains its r pronunciation, even in these non-rhotic American accents. Non-rhoticity among such speakers is presumed to have arisen from their upper classes' close historical contact with England, imitating London's r -dropping, a feature that has continued to gain prestige throughout England from
7272-1211: The customer and organization. In contrast to in-house management, outsourced bureau contact centres are a model of contact centre that provide services on a "pay per use" model. The overheads of the contact centre are shared by many clients, thereby supporting a very cost effective model, especially for low volumes of calls. The modern contact centre includes automated call blending of inbound and outbound calls as well as predictive dialing capabilities, dramatically increasing agents' productivity. New implementations of more complex systems require highly skilled operational and management staff that can use multichannel online and offline tools to improve customer interactions. Call centre technologies often include: speech recognition software which allowed Interactive Voice Response (IVR) systems to handle first levels of customer support , text mining , natural language processing to allow better customer handling, agent training via interactive scripting and automatic mining using best practices from past interactions, support automation and many other technologies to improve agent productivity and customer satisfaction . Automatic lead selection or lead steering
7373-614: The diverse regional dialects of British English) became common after the mid-18th century, while at the same time speakers' identification with this new variety increased. Since the 18th century, American English has developed into some new varieties, including regional dialects that retain minor influences from waves of immigrant speakers of diverse languages, primarily European languages. Some racial and regional variation in American English reflects these groups' geographic settlement, their de jure or de facto segregation, and patterns in their resettlement. This can be seen, for example, in
7474-742: The double quotation mark ("like this") over the single ('as here'). Vocabulary differences vary by region. For example, autumn is used more commonly in the United Kingdom, whereas fall is more common in American English. Some other differences include: aerial (United Kingdom) vs. antenna, biscuit (United Kingdom) vs. cookie/cracker, car park (United Kingdom) vs. parking lot, caravan (United Kingdom) vs. trailer, city centre (United Kingdom) vs. downtown, flat (United Kingdom) vs. apartment, fringe (United Kingdom) vs. bangs, and holiday (United Kingdom) vs. vacation. AmE sometimes favors words that are morphologically more complex, whereas BrE uses clipped forms, such as AmE transportation and BrE transport or where
7575-524: The equipment on which the call centre runs. Agents connect to the vendor's equipment through traditional PSTN telephone lines, or over voice over IP . Calls to and from prospects or contacts originate from or terminate at the vendor's data centre, rather than at the call centre operator's premises. The vendor's telephony equipment (at times data servers) then connects the calls to the call centre operator's agents. Virtual call centre technology allows people to work from home or any other location instead of in
7676-523: The experience a customer gets and results a company achieves on a given call are dependent upon the quality of the agent. Call centres are beginning to address this by using agent-assisted automation to standardise the process all agents use. However, more popular alternatives are using personality and skill based approaches. The various challenges encountered by call operators are discussed by several authors. Call centres located in India have been
7777-448: The floodgates to research on this new emerging English, which has since been branded as such as Philippine English. The abundant supply of English speakers and competitive labor costs enabled the Philippines to become a choice destination for foreign companies wishing to establish call centers and other outsourcing . English proficiency sustains a major call center industry and in 2005, America Online had 1,000 people in what used to be
7878-446: The focus of several documentary films, the 2004 film Thomas L. Friedman Reporting: The Other Side of Outsourcing , the 2005 films John and Jane , Nalini by Day, Nancy by Night , and 1-800-India: Importing a White-Collar Economy , and the 2006 film Bombay Calling , among others. An Indian call centre is also the subject of the 2006 film Outsourced and a key location in the 2008 film, Slumdog Millionaire . The 2014 BBC fly on
7979-517: The following two centuries) when this ethnic group eventually made up one-seventh of the colonial population. Scotch-Irish settlers spread from Delaware and Pennsylvania throughout the larger Mid-Atlantic region, the inland regions of both the South and North, and throughout the West: American dialect areas that were all uninfluenced by upper-class non-rhoticity and that consequently have remained consistently rhotic. While non-rhoticity spread on
8080-944: The hospital , BrE to hospital ; contrast, however, AmE actress Elizabeth Taylor , BrE the actress Elizabeth Taylor ). Often, these differences are a matter of relative preferences rather than absolute rules; and most are not stable since the two varieties are constantly influencing each other, and American English is not a standardized set of dialects. Differences in orthography are also minor. The main differences are that American English usually uses spellings such as flavor for British flavour , fiber for fibre , defense for defence , analyze for analyse , license for licence , catalog for catalogue and traveling for travelling . Noah Webster popularized such spellings in America, but he did not invent most of them. Rather, "he chose already existing options on such grounds as simplicity, analogy or etymology." Other differences are due to
8181-674: The influence of 18th-century Protestant Ulster Scots immigrants (known in the U.S. as the Scotch-Irish ) in Appalachia developing Appalachian English and the 20th-century Great Migration bringing African-American Vernacular English to the Great Lakes urban centers. Any phonologically unmarked North American accent falls under an umbrella known as General American. This section mostly refers to such General American features. Studies on historical usage of English in both
8282-504: The influx of Philippine English teachers overseas, Philippine English is also becoming the prevalent variety of English being learned in the Far East as taught by Filipino teachers in various Asian countries such as South Korea , Japan , and Thailand among others. Due to the highly multilingual and bilingual nature of the Philippines, code-switching such as Taglish ( Tagalog -infused English) and Bislish (English infused with any of
8383-438: The late 18th century onwards, but which has conversely lost prestige in the U.S. since at least the early 20th century. Non-rhoticity makes a word like car sound like cah or source like sauce . New York City and Southern accents are the most prominent regional accents of the country, as well as the most stigmatized and socially disfavored. Southern speech, strongest in southern Appalachia and certain areas of Texas,
8484-692: The late 1970s, call center technology expanded to include telephone sales, airline reservations, and banking systems. The term "call center" was first published and recognised by the Oxford English Dictionary in 1983. The 1980s saw the development of toll-free telephone numbers to increase the efficiency of agents and overall call volume. Call centers increased with the deregulation of long-distance calling and growth in information-dependent industries. As call centres expanded, workers in North America began to join unions such as
8585-404: The late 19th century up to early 1900. After a tumultuous period of colonial transition, Filipino leaders and elites, and the American colonial government alike began discussing the formation of a Philippine national language . The retained high ethnolinguistic diversity of the new colony was due to a low penetration of Spanish under Spain's rule. Spanish was limited to a medium of instruction for
8686-584: The longstanding standard in the archipelago since Americans introduced the language in public education. This is contrary to the majority of Commonwealth English varieties spoken in neighboring countries such as Malaysia or Singapore . The only exception to this rule is the word Marlboro , which is frequently read as Malboro . Therefore, /r/ phonemes are pronounced in all positions. However, some children of Overseas Filipinos who are educated in Commonwealth countries (such as Australia, New Zealand, or
8787-427: The mid-nineteenth century onwards, so they "are now more different from each other than they were 50 or 100 years ago", while other accents, like of New York City and Boston, have remained stable in that same time-frame. However, a General American sound system also has some debated degree of influence nationwide, for example, gradually beginning to oust the regional accent in urban areas of the South and at least some in
8888-617: The most formal contexts, and regional accents with the most General American native features include North Midland, Western New England, and Western accents. Although no longer region-specific, African-American Vernacular English , which remains the native variety of most working- and middle-class African Americans , has a close relationship to Southern dialects and has greatly influenced everyday speech of many Americans, including hip hop culture . Hispanic and Latino Americans have also developed native-speaker varieties of English. The best-studied Latino Englishes are Chicano English , spoken in
8989-691: The number of English language learning centers, especially in Metro Manila , Baguio , Metro Cebu and Metro Bacolod . In 2003, Edgar W. Schneider defined a Dynamic Model of the evolution of Postcolonial Englishes, positioning Philippine English in Phase 3, Nativization . In 2016, Ariane Macalinga Borlongan argued in a research article that that Philippine English had met the parameters set for repositioning into Phase 4, Endonormative stabilization . Philippine laws and court decisions, with extremely rare exceptions, are written solely in English. English
9090-402: The past forms of a few verbs (for example, AmE/BrE: learned / learnt , burned / burnt , snuck/sneaked , dove/dived ) although the purportedly "British" forms can occasionally be seen in American English writing as well; different prepositions and adverbs in certain contexts (for example, AmE in school, BrE at school ); and whether or not a definite article is used, in very few cases (AmE to
9191-492: The regional language. Movies and TV shows in English are usually not dubbed in most cable channels except a few such as Tagalized Movie Channel . Because English is part of the curricula from primary to secondary education , many Filipinos write and speak in fluent Philippine English, although there might be differences in pronunciation . Most schools in the Philippines , however, are staffed by teachers who are speakers of Philippine English and hence notable differences from
9292-411: The speaker's mother tongue, although foreign languages such as Spanish also influenced many Filipinos on the way of pronouncing English words. This is why approximations are very common, along with hypercorrections and hyperforeignisms . The most distinguishable feature of Philippine English is a lack of fricative consonants, including /f/ , /v/ , /θ/ , /ð/ , /z/ , and often /ʒ/ . Another feature
9393-769: The telecommunications industry, Adidas in the sports and leisure sector, Audi in car manufacturing and charities such as the RSPCA . The healthcare industry has and continues to use outbound call centre programmes for years to help manage billing, collections, and patient communication. The inbound call centre is a new and increasingly popular service for many types of healthcare facilities, including large hospitals. Inbound call centres can be outsourced or managed in-house. These healthcare call centres are designed to help streamline communications, enhance patient retention and satisfaction, reduce expenses and improve operational efficiencies. Many large hospitality companies such as
9494-570: The traditional standard accent of (southern) England, Received Pronunciation (RP), has evolved a trap–bath split . Moreover, American accents preserve /h/ at the start of syllables, while perhaps a majority of the regional dialects of England participate in /h/ dropping , particularly in informal contexts. However, General American is also innovative in a number of its own ways: The process of coining new lexical items started as soon as English-speaking British-American colonists began borrowing names for unfamiliar flora, fauna, and topography from
9595-417: The verb-and-preposition combination: stopover, lineup, tryout, spin-off, shootout , holdup, hideout, comeback, makeover , and many more. Some prepositional and phrasal verbs are in fact of American origin ( win out, hold up, back up/off/down/out, face up to and many others). Noun endings such as -ee (retiree), -ery (bakery), -ster (gangster) and -cian (beautician) are also particularly productive in
9696-569: The wall documentary series The Call Centre gave an often distorted although humorous view of life in a Welsh call centre. Appointment setting is a specialized function within call centres, where dedicated agents focus on facilitating and scheduling meetings between clients and businesses or sales representatives. This service is particularly prevalent in various industries such as financial services, healthcare, real estate, and B2B sales, where time-sensitive and personalized communications are essential for effective client engagement. Lead generation
9797-775: The word corn , used in England to refer to wheat (or any cereal), came to denote the maize plant, the most important crop in the U.S. Most Mexican Spanish contributions came after the War of 1812 , with the opening of the West, like ranch (now a common house style ). Due to Mexican culinary influence, many Spanish words are incorporated in general use when talking about certain popular dishes: cilantro (instead of coriander), queso, tacos, quesadillas, enchiladas, tostadas, fajitas, burritos, and guacamole. These words usually lack an English equivalent and are found in popular restaurants. New forms of dwelling created new terms ( lot , waterfront) and types of homes like log cabin , adobe in
9898-609: The world. Any American or Canadian accent perceived as lacking noticeably local, ethnic, or cultural markers is known in linguistics as General American ; it covers a fairly uniform accent continuum native to certain regions of the U.S. but especially associated with broadcast mass media and highly educated speech. However, historical and present linguistic evidence does not support the notion of there being one single mainstream American accent . The sound of American English continues to evolve, with some local accents disappearing, but several larger regional accents having emerged in
9999-532: Was arguably one of the fastest to develop in the postcolonial world. Its origins as an English language spoken by a large segment of the Philippine population can be traced to the American introduction of public education , taught in the English medium of instruction. This was marked by the arrival of the Thomasites in 1901, immediately during re-colonization after the Philippine Revolution in
10100-432: Was sustained post-World War II, much further through Philippine mass media (e.g., newsprint, radio, television), where English also became the dominant language, and by the ratification into the current Philippine Constitution in 1987 , both Filipino and English were declared co-official languages, while removing Spanish as an official language. In 2020, the Philippines was ranked 27th worldwide (among 100 countries ranked) in
10201-469: Was written by Noah Webster in 1828, codifying several of these spellings. Differences in grammar are relatively minor, and do not normally affect mutual intelligibility; these include: typically a lack of differentiation between adjectives and adverbs, employing the equivalent adjectives as adverbs he ran quick / he ran quickly ; different use of some auxiliary verbs ; formal (rather than notional) agreement with collective nouns ; different preferences for
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