A service provided by the WU Library and the WU IT-Services

Text trajectories in a multilingual call centre: The linguistic ethnography of a calling script, Tilburg Papers in Culture Studies

Woydack, Johanna and Rampton, Ben (2015) Text trajectories in a multilingual call centre: The linguistic ethnography of a calling script, Tilburg Papers in Culture Studies. Tilburg University, Tilburg.

[img]
Preview
PDF
Available under License Creative Commons: Attribution-NoDerivatives 4.0 International (CC BY-ND 4.0).

Download (1491Kb) | Preview

Abstract

Call centres have been widely criticised as standardized workplaces, and the imposition of calling scripts is often characterised as dehumanizing and deskilling. But these accounts lack close analysis of how scripts are actually produced, taken up and used by call centre workers, and they are generally locked into dualistic analyses of control and resistance. In contrast, this paper combines long-term ethnography with transcontextual analysis of the production, circulation and uptake of calling scripts. This reveals a good deal of collective and individual agency in processes of text-adaptation, and produces a rather more nuanced picture of work in a call centre.

Item Type: Paper
Divisions: Departments > Fremdsprachliche Wirtschaftskommunik.
Depositing User: Gertraud Novotny
Date Deposited: 13 Dec 2017 11:22
Last Modified: 04 Feb 2018 02:40
Related URLs:
FIDES Link: https://bach.wu.ac.at/d/research/results/69974/
URI: http://epub.wu.ac.at/id/eprint/5936

Actions

View Item