Le prochain séminaire doctoral aura lieu le 6 décembre 2023 à 14h en salle EHUD au PEGE.
Il sera présenté par : Dina Elsousy doctorante à HuManiS
Le titre : « Language Imposition and Emotional Control: A Study in Francophone Call Centers in Egypt »
Discutant sénior : Lovanirina Ramboarison
Discutant junior: Phong Thanh
La présentation sera en anglais.
« Changing names, acquiring neutral accent, abstaining from communicating to customers the distinctive geographical origins and assimilating to foreign culture are among the demands of Western companies to the employees of their foreign call centers subcontractors. These employees might be also required to show only positive emotions to customers, which means always greeting customers with a smile, absorb any anger and use only positive expressions during communications.
Facing these requirements, call center agents may be confronting to a dilemma: on one hand, they must follow the requirements of the ordering company to ensure a homogenous quality of service and communication. On another hand, they may feel an internal conflict between who they are and what they are supposed to be. Under these conditions, call center agents may develop different response strategies to deal with this conflict. The theses examine the particularity of language imposition and emotional control requirements in foreign call centers and their impact on the development of response strategies among call center agents. »