Call Centre Vocabulary

Jan Ch. Karlsson

Chapter 55 in Organizational Misbehaviour in the Workplace, 2012, pp 130-131 from Palgrave Macmillan

Abstract: Abstract At an Irish call centre, there is a whole vocabulary among the employees regarding measures taken against dignity-threatening working conditions: slammin’, scammin’, smokin’ and leavin’. Slammin’ takes place while on the phone. Bonuses are an important part of earnings, making it vital to register as many sales as possible. When sales are slow and the workers only reach answering machines, they can go on as usual and pretend that they are talking to a customer and then put the call down as a sale. They think it is all right to do this as they constantly feel cheated by management: Well, you can understand why we would want to earn the money in any way we can. After all they promised £5.00 an hour going up to £6.00, and bonuses. But we never got more than £4.50, because they always found a reason why you didn’t make the grade. So if someone was doing it, and they were, I mean, I’d say, ‘It’s alright’. (715)

Date: 2012
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DOI: 10.1057/9780230354630_55

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