Quotation Tovar, Johanna. 2022. Current trends and the way forward on call center research in a post-covid world: An Introduction. Journal of Sociolinguistic Studies. 16 (1), 7-17.




Applying sociolinguistic perspectives, this issue explores the most recent developments in call center research and the impact call center work has on agents. Significant issues are addressed in call center interactions, including web chat, agent stigmatization, agent resistance, agent training and the impact of Covid-19. The essays provide a forum where developments are critically reviewed and future areas of research explored, including how call center work can be improved. The first article by Nielsen addresses the impact of the Covid-19 pandemic in India and working from home through the notions of chronotopes. The second article in the issue by Lockwood develops a framework for the assessment of written web chats in offshore call centers. The third essay by Friginal examines how the voice assessment of Filipino agents can be improved through caller clarification sequences. Tovar’s paper, the fourth paper in this collection, focuses on the strain that working in a call center creates for agents and how they resolve this. The fifth paper by Orthaber examines resistance and passive compliance in call center interactions in a Slovenian call center using turn-by-turn micro-analysis of service conversations with a focus on silences. Despite the different angles, the papers share themes of resistance (creative compliance) and the development of a new register of call center speak, while also highlighting agency among call center workers.


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Publication's profile

Status of publication Published
Affiliation WU
Type of publication Journal article
Journal Journal of Sociolinguistic Studies
Language English
Title Current trends and the way forward on call center research in a post-covid world: An Introduction
Volume 16
Number 1
Year 2022
Page from 7
Page to 17
Reviewed? Y
URL https://journal.equinoxpub.com/SS/article/view/21180/25002
DOI https://doi.org/10.1558/sols.42444
Open Access Y
Open Access Link https://journal.equinoxpub.com/SS/article/view/21180/25002


Tovar, Johanna (Details)
Institute for Slavic Languages IN (Details)
Institute for English Business Communication (Köster) (Details)
Research areas (ÖSTAT Classification 'Statistik Austria')
5927 Ethnography (Details)
5930 Cultural anthropology (Details)
6604 Applied linguistics (Details)
6611 Linguistics (Details)
6623 Sociolinguistics (Details)
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