Linguistic Ethnography of a Multilingual Call Center by Johanna Woydack

Author:Johanna Woydack
Language: eng
Format: epub
ISBN: 9783319933238
Publisher: Springer International Publishing

Since the intervention of the operations manager is perceived as unfair and driven by unrealistic expectations, his requests are met with anger and resistance, and are typically ignored.

Another mechanism for coping is what is known downstairs as the “voicemail strategy,” which essentially is a short cut for agents and team leaders to increase their dial rates without calling properly. Its benefit is that it is almost impossible to spot from the statistics. The idea is to primarily log, track, and call back numbers that probably no one will answer (voicemails). Without any unpredictable human interaction, an agent can make many valid calls in a minute but long enough that the calls do not appear to be “dummy calls” (see Chapter 2). For example, Claudia explains:

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