Website: engl.polyu.hk/call_centre Email: egccc@polyu.hk

2. Call Centre Communication Research Our team of communication experts can add value to your organization! Website: http://www.engl.polyu.edu.hk/call_centre Email: egccc@polyu.edu.hk

3. Call Centre Communication Research Significance A systematic study of the ITES workplace around the globe is essential, in order to improve: • Customer relations • Industry knowledge about language and training • Recruitment procedures • Quality assurance techniques • Retainment rates Ultimately, an improvement in the language and knowledge of the call centre communication will enhance efficiency, credibility and profit. 

4. Call Centre Communication Research What we want to do… • Develop collaborative links with the Information Technology Enabled Services (ITES) Industry. • Gain a better understanding of the ITES industry (call centre, BPO). • Investigate communication in the ITES industry. • Analyse call centre interactions. • Support the language needs of the ITES community. • Inform QA and recruitment procedures. • Compare and contrast the communication of different languages and cultures in the ITES industry. • Form collaborative links with post-secondary providers training ITES candidates.

5. Call Centre Communication Research Would you be interested in collaborating and having a language expert analyse the communication in your organisation, leading to an improvement in your service?

6. Call Centre Communication Research What we can do for you... We can conduct in depth research in the following areas: • Language audit • Q&A procedures • Language analysis • Cross cultural training • Corpus linguistics • Interpersonal language

7. Call Centre Communication Research What we can do for you... We can provide expert advice on all areas related to communication, e.g.: • Streamlining curriculum planning • Enhancing training material • Improving training techniques • Understanding existing language problems • Improving intercultural awareness • Streamlining your recruitment process • Understanding intercultural differences between customer service representative and customer, and differences between industry groups

8. Call Centre Communication Research We offer... Specialised communication feedback and recommendations to your organisation through written reports, presentations, workshops, etc.

9. Call Centre Communication Research Confidentiality & Ethics • All information will be kept strictly confidential. • We abide by established academic ethical guidelines and will sign non-disclosure agreements with the collaborating industries. Our interest lies in understanding how language works.

10. Call Centre Communication Research Consultancy & Collaboration Please contact us to discuss the possibility of consultancy or collaboration: egccc@polyu.edu.hk We look forward to adding value to your organisation. Website: http://www.engl.polyu.edu.hk/call_centre

11. TAW conference is developing an international reputation for providing frontline insights into the ITES industry

12. The 3rd Talking Across the World (TAW) conference was held in April 2008, in Bangalore, India. The conference brought together ITES industry practitioners in outsourcing destinations in Asia with international English language teachers and applied linguistic academics and researchers. There were about 80 participants at the conference and it received extremely positive feedback from all involved. The conference successfully generated new ideas across disciplinary boundaries, and established a forum where research, practice, knowledge and concerns were shared.

13. The 4th TAW will be held in 2009 in Manila. For more information, please visit our conference website: www.talkingacrosstheworld.org