Rosina Márquez Reiter

in Mediated Business Interactions

Published by Edinburgh University Press

Published in print July 2011 | ISBN: 9780748637201
Published online March 2012 | e-ISBN: 9780748651559 | DOI:

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This chapter provides an analysis of the sequences found in the openings of the inbound and outbound calls, using Zimmerman's (1984, 1992) model as a point of departure. The calls in question are nonemergency calls, that is, they are calls in which a telephone agent aims to sell a specific commodity, in this case a holiday unit, to a (prospective) client. Given the more negotiable nature of the institutional setting examined and the fact that, in most cases, there is, or has been, an existing relationship between the client and the company, the participants' orientation to pattern the interaction as quasi-formal or informal should not come as a surprise. The chapter is divided into two main parts. The first presents the analysis of the inbound calls; the second analyzes outbound calls. In both cases, the in-house rules for receiving and placing calls are discussed before offering the structural account of the calls themselves. The chapter concludes with a summary of findings.

Keywords: call centres; inbound calls; outbound calls; opening sequences

Chapter.  14653 words.  Illustrated.

Subjects: Linguistics

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