an alternative is to provide a prompt sheet which

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Unformatted text preview: all call centre regimes use scripting proper (`scripting' being de®ned here as the provision of a full speci®cation for every word uttered by the operator.) An alternative is to provide a `prompt sheet', which speci®es what interactional moves the operator should make in what order, but does not prescribe a standard form of words. Some centres do not even go that far, providing only general guidelines for the `staging' of a transaction, leaving the exact number of moves in each stage to the operator's discretion. Others use some mixture of the strategies just described. These options exemplify di€ering degrees of emphasis placed on the predictability of call centre interaction. Scripting maximizes # Blackwell Publishers Ltd. 2000 d:/3socio/4-3/cameron.3d ± 29/6/0 ± 21:6 ± disk/mp STYLING THE WORKER 331 predictability, and during my ®eldwork I saw indications that call centres are moving increasingly in this direction, mainly because it is thought to produce eciency gains. For instance, one centre in my sample was in the process of introducing what it called a `standard telephone speech' (a script). While operators were informed that t...
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