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Making an ethnographic study of noise in call centres: a situated analysis of call centre agents′ work.

机译：对呼叫中心的噪音进行人种学研究：对呼叫中心座席工作的现场分析。

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Making an ethnographic study of noise in call centres: a situated analysis of call centre agents’ work. Call centres tend to be noisy working environments, as studies in ergonomics and occupational medicine have shown. Noise in call centres can take various forms: ambient background noise – caused mainly by a large number of co-present call centre agents speaking on the phone and typing on their keyboards, high volume in the headset and instructions shouted out to the company at large. However, no employee at the call centre I have been observing seems to regard the ambient noise or the noise in the headset as a problem. Do they get used to these acoustic levels or are they unconsciously structuring the noises they perceive while at work? Making an ethnographic study of noise in call centres therefore means analysing that noise in accordance with its relevance to the activity, bearing in mind the contingencies of its production as it actually occurs, and adopting the actors’ standpoint. This paper will examine two extracts – a complaint about an echo in the headset and a shouted instruction – combining a multimodal sequential analysis of speech based on transcripts of the recordings with ethnographic background data. We will see how these two sound occurrences emerge as “noises” because of the way the participants in the action categorize them.
机译：对呼叫中心的噪音进行人种学研究：对呼叫中心座席工作的现场分析。人体工程学和职业医学研究表明，呼叫中心往往是嘈杂的工作环境。呼叫中心的噪声可能有多种形式：环境背景噪声–主要是由于大量共同出席呼叫中心的代表在电话上讲话并在其键盘上打字，耳机中的音量很大以及向公司大声喊叫的原因所致。但是，我一直观察到的呼叫中心的员工似乎都没有将环境噪声或耳机中的噪声视为问题。他们是否习惯了这些声级，还是在工作时不自觉地构造了感知到的噪音？因此，对呼叫中心的噪音进行人种学研究意味着要根据噪音与活动的相关性对该噪音进行分析，同时要牢记噪音在实际生产中的偶然性，并采纳演员的立场。本文将研究两种摘录-抱怨耳机中的回声和喊叫的指令-结合基于录音笔录和人种背景数据的语音多模式顺序分析。我们将看到这两种声音出现是如何作为“噪声”出现的，因为动作参与者将它们分类。

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