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“Helping you to pay us”: Rapport management in debt collection call centre encounters
Leigh Harrington
Aston Institute for Forensic Linguistics
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peer-review
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Arts & Humanities
Rapport Management
100%
Rapport
41%
Collectors
38%
Debt
37%
Unpredictability
16%
Volition
15%
Scoring
15%
Entitlement
15%
Telephone
13%
Attack
12%
Philosophy
11%
Contradictory
10%
Interaction
7%
Employees
6%
Social Sciences
call center
69%
indebtedness
50%
management
24%
telephone
12%
flexibility
10%
employee
9%
linguistics
8%
interaction
6%
Medicine & Life Sciences
Call Centers
80%
Volatilization
17%
Volition
17%
Manuals
14%
Linguistics
14%
Telephone
12%
Occupational Groups
9%
Engineering & Materials Science
Telephone
26%
Linguistics
24%
Personnel
19%
Industry
11%