What are phone trade conversations ?
Résumé
We propose a multi-disciplinary overview of the content & structure of a large collection of call center conversations data (about 1500 recorded inbound conversations from a French call center). The aim of the research is twofold : to define what are phone trade conversations, mainly using a quantitative analysis & to question the efficiency of usual call centers measures of their activity. Our ongoing empirical research aims at linking structural elements (length, number of topics, topics, rebounds, clients expression of satisfaction
), & agent evaluation criteria used in the call center (use of polite formula, reformulation of the callers complaint,
). A qualitative approach (conversational analysis) of selected parts of interactions completes the analysis. Special attention is paid to the way partakers use their localization during the talks & to the way call center agents orally express the actions they are accomplishing to the callers. Finally, through a comparison of the agents evaluation criteria & the analysis done, we intend to qualify what are/arent perfect talks according to the call center managements criteria.