Unformatted text preview: t Steve Taylor (she is discussing the use of taped
calls for the purpose of `counselling' operators):
A lot of the time it isn't what they say, it's the tone in which they say it . . . I will play
something and I'll just stop it and go, `shall we listen to that again?', rewind it and then
they'll go, `I didn't know I said it like that'. It makes them analyse themselves and
really wake up to their mistakes (Taylor 1998: 93, emphasis in original). The object of concern here ± tone of voice ± lies beyond the reach of scripting,
but it is nevertheless assumed by the supervisor to be susceptible to judgements
of correctness (cf. her use of the word mistakes). Both scripting and styling are
intended to ensure that workers speak `correctly' from the company's point of
view; one takes over where the other leaves o.
From a linguist's point of view the concerns embodied in styling rules fall
into two main categories. Firstly, as in the above example, attention is given
to the operator's use of her/his voice, wit...
View Full Document
- Spring '08
- The Land, Call centre, Blackwell Publishers Ltd.