“Helping you to pay us”: Rapport management in debt collection call centre encounters

Abstract

Abstract This paper investigates the rapport management (Spencer-Oatey 2005) that collections agents at a UK-based utilities company call centre are expected to perform during debt collection telephone interactions. It examines the rapport-relevant information communicated in the textual materials, including training manuals, through which a prescribed debt collection style is implemented. The analysis reveals that there are tensions in the rapport-concerns that collectors must attend to when using the style. Collectors are instructed to perform potentially face-threatening behaviours in order to collect debt, whilst simultaneously engaging in linguistic behaviour that may be interpreted as face-enhancing and which functions to develop rapport with the debtor. It is suggested that the local deployment of this contradictory “helping you to pay us” philosophy is problematic on multiple levels and may give rise to relational tensions between collectors and debtors who have conflicting expectations about rapport management entitlements. In turn, this may contribute to a culture of sanctioned face-attacks in call centres (Archer and Jagodziński 2015). Therefore, I suggest that call centres may need to loosen the synecdochical hold they have over their employees, thereby affording them the flexibility and volition to cope with the complex face demands, unpredictability and potential volatility of debt collection encounters.

Cite this work

No public copy is stored for this record, so only the metadata is cited.

Stored only when both papers are in the corpus — 18 citations exist upstream.

Papers that cite the same references — the relational fallback while embeddings are still backfilling.