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scripts and prompt sheets for standard work routines, and memos discussing
The analysis in this article draws most heavily on the last-mentioned of these
data-types, namely the textual materials. These provide the clearest and most
detailed picture of what linguistic ideal a call centre `ocially' wants its
operators to aim for, what it prescribes and what it proscribes. However, it
should be noted here that I was able to obtain a suitable quantity and quality of
texts from only four of the seven centres in my sample; these four therefore
# Blackwell Publishers Ltd. 2000 d:/3socio/4-3/cameron.3d ± 29/6/0 ± 21:6 ± disk/mp STYLING THE WORKER 329 dominate the analysis presented below (it will be obvious which they are from
my attribution of extracts). Of the other three centres, one did not as yet produce
detailed written speci®cations for linguistic performance; in the remaining two
cases I was not able to procure copies of the speci®cations from the sources
available to me (see further below).
Some supplementary information comes from a set of interviews conducted
between May and December 1998 (the main purpose of interviewing was to
elicit insiders' perceptions of call centre...
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- Spring '08
- The Land