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.
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 oer 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
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- Spring '08
- The Land