Authors: Mujiono1 & Rahayu Wilujeng2 & Muhammad Suharto3
1Department of English Education, Faculty of Language and Literature, University of Kanjuruhan Malang, East Java, Indonesia
2Department of English Literature, Faculty of Language and Literature, University of Kanjuruhan Malang, East Java, Indonesia
3Department of English Literature, Faculty of Language and Literature, University of Kanjuruhan Malang, East Java, Indonesia
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.
Keywords: Bilingual, Code mixing, OBC Center Agents
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International Journal of Social Sciences & Educational Studies
ISSN 2520-0968 (Online), ISSN 2409-1294 (Print), March 2017, Vol.3, No.3