Quotation Woydack, Johanna, Rampton, Ben. 2015. WP 147 Text trajectories in a multilingual call centre: The linguistic ethnography of a calling script.. Working Papers in Urban Language and Literacy. King's College London.


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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.

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Publication's profile

Status of publication Published
Affiliation WU
Type of publication Working/discussion paper, preprint
Language English
Title WP 147 Text trajectories in a multilingual call centre: The linguistic ethnography of a calling script.
Title of whole publication Working Papers in Urban Language and Literacy. King's College London
Year 2015
URL https://www.academia.edu/10172667/WP147_Woydack_and_Rampton_2015._Text_trajectories_in_a_multilingual_call_centre_The_linguistic_ethnography_of_a_calling_script

Associations

People
Tovar, Johanna (Details)
External
Rampton, Ben (King's College London, United Kingdom)
Organization
Institute for English Business Communication (Köster) (Details)
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