Unravelling the Functions of Discourse Markers in BPO Communication: A Pragmatic Analysis Jonrey Y. Torrevillas, Jerlyn G. Balones, PhD* jonrey_torrevillas@umindanao.edu.ph Faculty, College of Arts and Sciences Education, University of Mindanao, Davao City, Philippines Faculty, Professional School, University of Mindanao, Davao City, Philippines Abstract In the realm of Business Process Outsourcing (BPO), the strategic utilization of discourse markers (DMs) holds immense significance for facilitating clear communication across various stakeholders, including clients and colleagues. This research primarily aimed to uncover the functions played by DMs in BPO communication, while also exploring the perspectives of BPO employees regarding their usage. By employing AntConc as a tool to analyze concordance and frequency, the study identified 22 frequently used discourse markers. Additionally, it found that these markers served distinct pragmatic functions, categorized into interpersonal, referential, structural, and cognitive based on a multi-categorical framework for discourse markers. Furthermore, the research utilized both in-depth interviews and focus group discussions involving 10 participants each. The findings revealed four essential themes pertaining to the utilization of DMs by BPO employees: clarity and understanding, seamless transitions, coherence, speech organization and management, and conversation flow and control. This study holds particular significance due to the scarcity of similar research in the Philippine context and contributes valuable insights to the existing body of related research. Keywords: applied linguistics; discourse markers; pragmatic analysis; BPO communication; Philippines 1. Introduction Communicating effectively in English provides career opportunities since it has become the language for most people in various fields. Over time, learning a second language plays a critical role in producing good communication. However, despite the increasing demand for speaking English, there is still inadequacy in spoken discourse. Bartolo (2019) asserted that even though Filipinos are acknowledged for their skill in English, there's a noticeable trend of many students facing challenges in expressing themselves in the language. In Business Process Outsourcing (BPO), employees are expected to utilize discourse markers (DMs) strategically to facilitate practical and clear communication, which is crucial in their roles when dealing with clients, colleagues, and diverse business contexts. Yet, there are instances where employees either need to learn to use DMs or employ them, disrupting the coherence and comprehensibility of the conversation. 35 www.ijrp.org IJRP 2024, 151(1), 35-60; doi:.10.47119/IJRP1001511620246802