Document Type : Research
Authors
1 English Department, Islamic Azad University, Qazvin Branch , Qazvin , Iran
2 English Department, Applied Science and Technology University, Hashtgerd Branch, Albourz, Iran
Abstract
Call centers are often regarded as a reflection of organizations responsible for answering customer inquiries and promoting new products and services. The manner in which call center operators engage in conversations is of utmost importance. Failure to adopt effective communication strategies can lead to verbal challenges, potentially tarnishing the company's brand image and resulting in customer loss. This study falls within the realm of pragmatics and seeks to investigate the conversational attributes of Tejarat Bank's call center operators, both male and female. It employs the principles of Austin's Speech Act Theory, Yule's Speech Act Theory, Grice's Cooperative Principles, and Yule's Principles of Implicatures. The research aims to address the following questions:
What differences exist in the frequency of speech act types in conversations between male and female operators at Tejarat Bank's call center?
How do the frequencies of implicature types in these conversations differ between male and female operators at Tejarat Bank's call center?
What are the variations in the frequencies of speech types between male and female operators at Tejarat Bank's call center?
How do the frequencies of Grice's Cooperative Principles differ in conversations between male and female operators at Tejarat Bank's call center?
Keywords
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