Unformatted text preview: ager
listen together to examples of the worker's performance and engage in critical
assessment).5 Call centres, then, are a good example of service work as language
work, and as such they are also a particularly rich source of insight into the
commodi®cation and regulation of language on the job.
I collected data relating to seven centres located in various parts of the U.K.
(central Scotland, the north of England and London). The service functions
performed in these centres were: providing directory assistance to telephone
subscribers, logging faults in telecommunications equipment, dealing with auto
insurance claims, processing personal banking transactions, authorizing credit
requests, booking rail tickets and handling enquiries for a utility (gas) company.
The data at my disposal take the form of notes on observations, tapes/transcripts
of interviews, and copies of written materials including employee manuals,
training packs, appraisal forms and lists of criteria for assessing performa...
View Full Document
This note was uploaded on 01/16/2014 for the course ANTHRO 33 taught by Professor Wertheim during the Spring '08 term at UCLA.
- Spring '08
- The Land