Code Mixing as a Communication Strategy Performed by Outbound Call (OBC) Center Agents

Authors

  • Mujiono Department of English Education, Faculty of Language and Literature, University of Kanjuruhan Malang, East Java, Indonesia
  • Rahayu Wilujeng Department of English Literature, Faculty of Language and Literature, University of Kanjuruhan Malang, East Java, Indonesia
  • Muhammad Suharto Department of English Literature, Faculty of Language and Literature, University of Kanjuruhan Malang, East Java, Indonesia

DOI:

https://doi.org/10.23918/ijsses.v3i3p4

Keywords:

Bilingual, Code mixing, OBC Center Agents

Abstract

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.

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Published

01.03.2017

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Section

Articles

How to Cite

Mujiono, Wilujeng, R., & Suharto, M. (2017). Code Mixing as a Communication Strategy Performed by Outbound Call (OBC) Center Agents. International Journal of Social Sciences & Educational Studies, 3(3), 4-18. https://doi.org/10.23918/ijsses.v3i3p4

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