"Helping you to pay us": rapport management in debt collection call centre encounters
This paper investigates the rapport management (Spencer-Oatey 2005) that collections agents at a UK-based utilities company call centre are expected to perform during debt collection telephone interactions. It does so by examining the rapport-relevant information communicated in the textual material...
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| Format: | Article |
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De Gruyter
2018
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| Online Access: | https://eprints.nottingham.ac.uk/51762/ |