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Communication Dans Un Congrès Année : 2010

What are phone trade conversations ?

Fabien Eloire
Helene Ducourant
  • Fonction : Auteur

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 center’s 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 caller’s 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 agent’s evaluation criteria & the analysis done, we intend to qualify what are/aren’t “perfect talks” according to the call center management’s criteria.

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Dates et versions

hal-01681168 , version 1 (11-01-2018)

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  • HAL Id : hal-01681168 , version 1

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Fabien Eloire, Helene Ducourant, Christine Balagué. What are phone trade conversations ?. ISA '10 : XVII International Sociological Association World Congress of Sociology, Jul 2010, Gothenburg, Sweden. ⟨hal-01681168⟩
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