This study considers whether localized language training for call centers can fruitfully challenge the homogenizing principles of call center practices by examining a training program that aimed to familiarize offshore call center workers with Pidgin, the creole language that is widely spoken in Hawaiʻi. Call center agents in Dominica were familiarized with key aspects of Pidgin relevant to call center work, including the expression of empathy in response to customer complaints. The analysis focuses on how we drew awareness to the pragmatics of Pidgin empathy through Pidgin contextualization cues in scenarios we devised. We then examine how the call center agents displayed their awareness of these cues in role plays. The agents readily demonstrated their understandings in talk about pragmatic differences during our instruction, but the role play interactions revealed the limits of their ability to deploy similar locally appropriate pragmatics due to the homogenizing confines of call center business practices.

中文翻译：

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使跨国呼叫中心行业本地化：在多米尼加培训克里奥尔语讲者，为夏威夷的Pidgin讲者提供服务

这项研究通过研究旨在使离岸呼叫中心员工熟悉夏威夷普遍使用的克里奥尔语的Pidgin培训计划，来考虑对呼叫中心进行本地化语言培训是否可以有效地挑战呼叫中心实践的同质化原则。多米尼加的呼叫中心代理人熟悉Pidgin与呼叫中心工作相关的关键方面，包括表达同情以回应客户的投诉。分析的重点是在我们设计的场景中，我们如何通过Pidgin上下文化提示来吸引对Pidgin移情的语用学认识。然后，我们检查呼叫中心座席如何在角色扮演中显示出对这些线索的意识。代理人在我们的教学中谈论实用性差异时很容易地展示了他们的理解，