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Title [sv]
Servicesamtal på distans – svenska färdtjänstanvändares interaktion med telefonister i Estland och Moldavien
Title [en]
Service encounters at a distans – elderly or disabled persons in Sweden ordering transportation service from call centres in Moldova and Sweden
Abstract [en]
In the globalized job market of today, businesses are increasingly turning to call service centers located abroad to provide customer support. This project concerns Swedish call centers that have been outsourced from Sweden, either to Moldavia or Estonia. The aim is to investigate how telephone calls in Swedish can be managed by these call centers, where the operators have been trained in Swedish at an intensive course, provided by the company. The approach is to compare telephone calls of a similar kind received at a call centre in Sweden. We intend to examine communicative dilemmas in the interaction of the telephone operator who speaks Swedish as a second language versus the caller from Sweden. Research questions: What communicative obstacles, for example misunderstandings and miscommunication, can be identified? How do the participants act in solving interactive problems? What kind of communicative resources are employed to reach mutual understanding? We are also interested in questions concerning identities and the ways identities and language skills are negotiated in interaction. What expectations do the callers convey and in what ways are conversations influenced by these expectations? In what ways are identities negotiated during the talks? Theoretically, the study has a dialogical framework. The methods used are ethnomethodology and conversation analysis. Another relevant framework for the project is the international and national research about talk in institutional settings. A number of empirical studies on telephone interaction are also relevant. We will analyze recordings of the conversations from a micro perspective using conversation analysis (CA). Ethnographic data and interviews from Sweden and Estonia or Moldavia will also be used as data. The research proposal has a link to the fields identified by Östersjöstiftelsen, Cultural Technologies and Cultural Public Spheres.
Publications (5 of 5) Show all publications
Kahlin, L. & Tykesson, I. (2016). Identity attribution and resistance among Swedish-speaking call centre workers in Moldova. Discourse Studies, 18(1), 87-105
Open this publication in new window or tab >>Identity attribution and resistance among Swedish-speaking call centre workers in Moldova
2016 (English)In: Discourse Studies, ISSN 1461-4456, E-ISSN 1461-7080, Vol. 18, no 1, p. 87-105Article in journal (Refereed) Published
Abstract [en]

Based on calls to an outsourced call centre in Moldova, where the agents have received training in Swedish, this article deals with some cases when agents are attributed categorical belonging associated with the issue of outsourcing. The aim of the study is to examine how these challenges are handled within interaction. The analysis is implemented by a combination of conversation analysis and membership categorization analysis, primarily through the notion of omnirelevance, used to demonstrate the participants’ orientation to social contexts. A main result is the subtle forms of resistance that agents exhibit when they respond to various category-based compliments, oriented to the location and language skills of the agent. One form of resistance is giving minimal responses and another is to return to the transactional procedure. The calls are part of a corpus of 800 calls. A comparative analysis also includes a call to a centre in Sweden.

Place, publisher, year, edition, pages
Sage Publications, 2016
Keywords
Call centre, identity, membership categorization analysis (MCA), multilingualism, omnirelevance, outsourcing, relational talk, transactional talk
National Category
Languages and Literature
Research subject
Baltic and East European studies
Identifiers
urn:nbn:se:sh:diva-29137 (URN)10.1177/1461445615613187 (DOI)000368228800005 ()2-s2.0-84954412813 (Scopus ID)1339/42/2010 (Local ID)1339/42/2010 (Archive number)1339/42/2010 (OAI)
Funder
The Foundation for Baltic and East European Studies, A060-2010
Available from: 2016-01-14 Created: 2016-01-14 Last updated: 2020-07-09Bibliographically approved
Kahlin, L. & Tykesson, I. (2016). Styrning av språkligt beteende på callcenter i Sverige och Moldavien. In: Gustafsson, Anna W, Holm, Lisa, Lundin, Katarina, Rahm, Henrik och Tronnier, Mechtild (Ed.), Svenskans beskrivning 34: Förhandlingar vid Trettiofjärde sammankomsten, Lund den 22–24 oktober 2014. Paper presented at Svenskans beskrivning 34, Lund, oktober 22–24, 2014. (pp. 257-270). Lund: Språk och litteraturcentrum, Lunds universitet, 34
Open this publication in new window or tab >>Styrning av språkligt beteende på callcenter i Sverige och Moldavien
2016 (Swedish)In: Svenskans beskrivning 34: Förhandlingar vid Trettiofjärde sammankomsten, Lund den 22–24 oktober 2014 / [ed] Gustafsson, Anna W, Holm, Lisa, Lundin, Katarina, Rahm, Henrik och Tronnier, Mechtild, Lund: Språk och litteraturcentrum, Lunds universitet , 2016, Vol. 34, p. 257-270Conference paper, Published paper (Refereed)
Place, publisher, year, edition, pages
Lund: Språk och litteraturcentrum, Lunds universitet, 2016
Series
Lundastudier i nordisk språkvetenskap, ISSN 0347-8971 ; A74
National Category
Languages and Literature
Research subject
Baltic and East European studies
Identifiers
urn:nbn:se:sh:diva-30329 (URN)1339/42/2010 (Local ID)978-91-87833-77-9 (ISBN)1339/42/2010 (Archive number)1339/42/2010 (OAI)
Conference
Svenskans beskrivning 34, Lund, oktober 22–24, 2014.
Funder
The Foundation for Baltic and East European Studies, A060-2010
Available from: 2016-06-15 Created: 2016-06-15 Last updated: 2020-07-09Bibliographically approved
Tykesson, I. & Kahlin, L. (2014). Att ge eller inte ge återkoppling: moldavisk callcenterpersonal i dialog med svenska uppringare. Nordand: nordisk tidsskrift for andrespråksforskning, 9(1), 89-115
Open this publication in new window or tab >>Att ge eller inte ge återkoppling: moldavisk callcenterpersonal i dialog med svenska uppringare
2014 (Swedish)In: Nordand: nordisk tidsskrift for andrespråksforskning, ISSN 0809-9227, E-ISSN 2535-3381, Vol. 9, no 1, p. 89-115Article in journal (Refereed) Published
Abstract [sv]

En följd av globaliseringen är att allt fler människor kommunicerar på ett annat språk än de normalt använder i sin vardag. Med exempel från telefonsamtal mottagna vid ett utlokaliserat callcenter i Moldavien vill vi belysa en särskild utmaning för operatörerna, som har ett främmande språk – svenska – som sitt arbetsspråk. Med samtalsanalys av fråga-svarssekvenser analyseras i denna studie hur operatörerna ger återkoppling på den information de begär från uppringarna i så kallade tredjedrag. Uppringarna är personer i Sverige som beviljats färdtjänst på grund av funktionsnedsättning. Att återkoppling är minimal eller utelämnas helt är ett vanligt mönster i färdtjänstsamtal, men att en kvittering uteblir leder i vissa fall till att den tillfrågade blir osäker och tror att svaret behöver upprepas eller förtydligas. En förklaring till att tredjedrag utelämnas är strävan efter effektivitet. I denna artikel diskuteras otillräcklig interaktionell kompetens hos operatörerna, och skillnader i lokala samtalskulturer, som några andra tänkbara förklaringar.

Abstract [en]

A consequence of globalization is that more and more people communicate in a language other than the one they normally use in their everyday lives. By focusing on examples of phone calls received at an outsourced call centre in Moldova, we want to highlight a particular challenge for the telephone operators, who have a foreign language – Swedish – as their working language. The question-answer sequences analysed in this study show how the operators provide feedback on the information requested by callers in a so-called third turn. The callers are people in Sweden who have been granted transportation service on account of disability. Feedback being minimal or completely omitted is a common pattern in transportation service calls, but in some cases the lack of feedback leads to that the respondent feels insecure, thinking the answer needs to be repeated or clarified. One explanation for the omitted third turn is the drive for efficiency.  Some other possible explanations discussed in this article are insufficient communication skills among operators and differences in local conversation cultures.  

Place, publisher, year, edition, pages
Bergen: Universitetsforlaget, 2014
Keywords
call centres, institutional talk, second language conversations, interaktional competence, conversation analysis, third turn, callcenter, institutionella samtal, andraspråkssamtal, interaktionell kompetens, conversation analysis, tredjedrag
National Category
Languages and Literature
Research subject
Baltic and East European studies
Identifiers
urn:nbn:se:sh:diva-24615 (URN)1339/42/2010 (Local ID)1339/42/2010 (Archive number)1339/42/2010 (OAI)
Funder
The Foundation for Baltic and East European Studies, A060-2010
Available from: 2014-09-18 Created: 2014-09-18 Last updated: 2022-11-09Bibliographically approved
Tykesson, I. & Kahlin, L. (2013). ”Va du pratar bra svenska”: värderingar i färdtjänstsamtal till Moldavien. In: Christina Rosén, Per Simfors, Ann-Kari Sundberg (Ed.), Christina Rosén, Per Simfors, Ann-Kari Sundberg (Ed.), Språk i undervisning: rapport från ASLA:s vårsymposium, Linköping, 11-12 maj, 2012 = papers from the ASLA symposium in Linköping, 11-12- May, 2012. Paper presented at ASLA:s vårsymposium Linköping, 11-12 maj, 2012. (pp. 183-194). Linköping: Svenska föreningen för tillämpad språkvetenskap
Open this publication in new window or tab >>”Va du pratar bra svenska”: värderingar i färdtjänstsamtal till Moldavien
2013 (Swedish)In: Språk i undervisning: rapport från ASLA:s vårsymposium, Linköping, 11-12 maj, 2012 = papers from the ASLA symposium in Linköping, 11-12- May, 2012 / [ed] Christina Rosén, Per Simfors, Ann-Kari Sundberg, Linköping: Svenska föreningen för tillämpad språkvetenskap , 2013, p. 183-194Conference paper, Published paper (Refereed)
Place, publisher, year, edition, pages
Linköping: Svenska föreningen för tillämpad språkvetenskap, 2013
Series
ASLA:s skriftsserie, ISSN 1100-5629 ; 24
National Category
Languages and Literature
Research subject
Baltic and East European studies
Identifiers
urn:nbn:se:sh:diva-21888 (URN)1339/42/2010 (Local ID)978-91-7519-406-6 (ISBN)1339/42/2010 (Archive number)1339/42/2010 (OAI)
Conference
ASLA:s vårsymposium Linköping, 11-12 maj, 2012.
Funder
The Foundation for Baltic and East European Studies, A060-2010
Note

Reviderad upplaga av proceeding 2014.

Available from: 2014-02-03 Created: 2014-02-03 Last updated: 2020-07-09Bibliographically approved
Kahlin, L. & Tykesson, I. (2012). Att få grepp om samtalskontexten. In: Anna-Malin Karlsson, Mats Landqvist, Hanna Sofia Rehnberg (Ed.), Med språket som arbetsredskap: sju studier av kommunikation i vården (pp. 91-104). Huddinge: Södertörns högskola
Open this publication in new window or tab >>Att få grepp om samtalskontexten
2012 (Swedish)In: Med språket som arbetsredskap: sju studier av kommunikation i vården / [ed] Anna-Malin Karlsson, Mats Landqvist, Hanna Sofia Rehnberg, Huddinge: Södertörns högskola , 2012, p. 91-104Chapter in book (Refereed)
Place, publisher, year, edition, pages
Huddinge: Södertörns högskola, 2012
Series
Text- och samtalsstudier från Södertörns högskola ; 1
Keywords
Språkstudier, Institutionella samtal, Callcenter
National Category
Specific Languages Work Sciences
Research subject
Other research area; Baltic and East European studies
Identifiers
urn:nbn:se:sh:diva-16958 (URN)1339/42/2010 (Local ID)978-91-86069-53-7 (ISBN)1339/42/2010 (Archive number)1339/42/2010 (OAI)
Funder
The Foundation for Baltic and East European Studies, A060-2010
Available from: 2012-08-24 Created: 2012-08-24 Last updated: 2020-07-09Bibliographically approved
Co-InvestigatorKahlin, Linda
Principal InvestigatorTykesson, Ingela
Coordinating organisation
Södertörn University
Funder
Period
2011-01-01 - 2013-12-31
Keywords [sv]
Östersjö- och Östeuropaforskning
Keywords [en]
Baltic and East European studies
National Category
General Language Studies and Linguistics
Identifiers
DiVA, id: project:1854Project, id: A060-2010_OSS

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