search query: @indexterm call centres / total: 21
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| Author: | Whalen, J. Whalen, M. Henderson, K. |
| Title: | Improvisational choreography in teleservice work |
| Journal: | British Journal of Sociology
2002 : JUN, VOL. 53:2, p. 239-258 |
| Index terms: | CALL CENTRES CUSTOMER RELATIONS SALESPEOPLE TECHNOLOGY WORK STUDY |
| Language: | eng |
| Abstract: | This naturalistic study of the ordinary work practice of sales representatives employed by the call centre of a large office-equipment company focuses on the actions of those sales reps during their calls with customers. The authors show how this work performance is organized through an improvisational choreography of action involving not only the turn-by-turn interchange with customers on the telephone but also the concurrent utilization of a variety of tools and artefacts. |
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