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The Normal Lights
A plethora of Filipinos who work in the Business Process Outsourcing (BPO) Industry face communication challenges in interacting with Americans. This study identified the oral communication challenges that deviate from the standard American English. The results were used as basis for input to English for Specific Purposes (ESP) program for BPO agents. Six trainees/agents working in the BPO industry were purposively selected based on the following criteria: lower than 90% quality evaluationdoi:10.56278/tnl.v14i1.1502 fatcat:zizsmwre3rckfj55em2xbfobeu