Code Mixing as a Communication Strategy Performed by Outbound Call (OBC) Center Agents
DOI:
https://doi.org/10.23918/ijsses.v3i3p4Keywords:
Bilingual, Code mixing, OBC Center AgentsAbstract
This study aimed at investigating the types of code mixing (CM) performing by Outbound Call (OBC) Center Agents and the reasons influencing of OBC Center Agents implemented CM in their call center activities. This was a descriptive qualitative research and the data were taken from recording of the OBC Center Agents’ conversation, observation, and interview technique. The participants of this study were OBC Center Agents, Avenger of M2 agency, and employee in PT. Telkom Indonesia. The analytical approach was based on the process of (a) insertion into a matrix or base language, (b) alternation between languages, and (c) congruent lexicalization. The findings of the study revealed that reasons of Outbound Call (OBC) Center Agents used CM were (1) participant roles and relationship, (2) situational factors, (3) message-intrinsic factors, and (4) language attitudes, dominance, and security. The research also found that English codes occurred in different situations i.e. in order to appreciate customer, to persuade customer, to avoid the weakness of products, to follow-up new customer, to build the customer beliefs, and to attract customer.
References
Bhatia, T.K., & Ritchie, W.C. (2004). Social and Psychological Factors in Language Mixing. UK: Blackwell Publishing.
Cardenas-Claros, M. S. (2009). Code Switching and Code Mixing in Internet chatting: Between ‘yes’, ‘ya’, and ‘si’ a case study. Jaltcalljournal, 5(3), 67-78.
Coulmas, F. (2005). Sociolinguistics: The Study of Speaker’s Choices. Cambridge: Cambridge UP.
Creese, A. & Blackledge, A. (2010).Translanguaging in the bilingual classroom: pedagogy for learning and teaching. Modern Language Journal, 94.
Creswell, J. W. (2009).Research Design: Qualitative, Quantitative and Mixed Methods Approaches. UK London: Sage Publications.
Crystal, D. (2003). English as a Global Language. New York: Cambridge University Press.
García, O. & Wei, L. (2014).Translanguaging: Language, Bilingualism and Education. New York, NY: Palgrave Macmillan.
Gumperz, J.J. (1982). Language and Social Identity. Cambridge: Cambridge University Press.
Holmes, J. (2013). An Introduction to Sociolinguistics. London: Routledge Publication
Kim, E. (2006). Reasons and Motivations for Code-Mixing and Code-Switching. Issues in EFL, 4(1), 43-61.
Kothari, C. R. (2004). Research Methodology: Methods and Techniques (2nd Revised Ed.). New Delhi: New Age International Publishers.
Krishnasamy, K. (2015). Code Mixing among Tamil – English Bilingual Children. International Journal of Social Science and Humanity, 5(9), 788-792.
Kumar, R. (2011). Research Methodology.A Step by Step Guide for Beginners. New Delhi: Sage Publications.
Leedy, P.D., & Ormrod, J.E. (2013).Practical research: Planning and Design. Boston: Pearson.
Made, I. J. (2010). Sociolinguistics: The Study of Societies’ Languages. Yogyakarta: GrahaIlmu.
Mesthrie, R. (Ed). (2011). The Cambridge Handbook of Sociolinguistics. New York: Cambridge University Press.
Moleong, L. J. (2006). MetodologiPenelitianKualitatif. [EdisiRevisi]. Bandung: Rosdakarya.
Mujiono.,; Poedjosoedarmo, S.,; Subroto, E, & Wiratno, T. (2013). Code Switching in English as Foreign Language Instruction Practiced by the English Lecturers at Universities. International Journal of Linguistics, 5(2), 46-65. https://dx.doi.org/10.5296/ijl.v5i2.3561
Mujiono. (2016). Code Switching in English Instruction and Factors Affecting the Language Attitude of Indonesian EFL Learners in Using It. International Journal of Social Sciences & Educational Studies, 2(4), 12-24.
Muysken, P. (2000). Bilingual speech: A Typology of Code-Mixing. United Kingdom: Cambridge. University Press.
Muysken, P. (2001). Bilingual speech: A Typology of Code-Mixing. United Kingdom: Cambridge.
Osoba, B. K., & Osoba, G. A. ( 2014). Code-Mixing in Selected Plays of the New Generation Yorùbá Playwrights. International Journal of Language and Literature, 2(3).
Shahrestani, R. (2011). Campur Kode Dalam Buku Kampus Kabelnaya Karya Koesalah Soebagyo Toer.
Skripsi. Fakultas Ilmu Pengetahuan Budaya. Program Studi Rusia. Universitas Indonesia.
Trousdale, G. (2010). An Introduction to English Sociolinguistics. Edinburgh: University Press.
Wardhaugh, R. (2006). An Introduction to Sociolinguistics. USA: Blackwell Publishing.
Yiamkhamnuan, J. (2011). The Mixing of Thai and English: Communicative Strategies in Internet Chat Rooms. Kasetsart J. (Soc. Sci) 32, 478 – 492.
Downloads
Published
Issue
Section
License
Copyright (c) 2024 International Journal of Social Sciences & Educational StudiesInternational Journal of Social Sciences & Educational Studies applies the
Creative Commons Attribution-NonCommercial 2.0 Generic Licence (CC BY-NC 2.0)