Since call centre work like other occupations tends

Info iconThis preview shows page 1. Sign up to view the full content.

View Full Document Right Arrow Icon
This is the end of the preview. Sign up to access the rest of the document.

Unformatted text preview: cal telecommunications infrastructure, etc. Also, one might suspect (though I was unable to gather ®rm evidence on this point) that some Scottish speakers are # Blackwell Publishers Ltd. 2000 d:/3socio/4-3/cameron.3d ± 29/6/0 ± 21:7 ± disk/mp 344 4. 5. 6. 7. 8. 9. 10. CAMERON judged too `broad' to be acceptable and are weeded out during the selection process for that reason. Since call centre work, like other occupations, tends to draw recruits with a certain kind of class and educational background, the most nonstandard speakers are likely to be excluded a priori. One reason why I o€er no observations on how far the actual performance of service routines matches the norms laid down for that performance is that the call centres to which I gained access would not permit me to use audio-recordings of routine transactions. This might seem curious given that many call centres record such transactions themselves for purposes of training and appraisal. In Britain, however, recording of calls is subject to conditions laid down by the telecommunications re...
View Full Document

Ask a homework question - tutors are online