An Analysis Of Code Mixing Used By Telkomsel's Caroline Officer Call Center Of PT. Infomedia Nusantara Medan
1. 1 Background of the Study
Caroline officer is a centralized office used for the purpose of receiving or
transmitting a large volume of requests by telephone. An inbound call center is
operated by a company to administer incoming product support or information
inquiries from consumers. Outbound call centers are operated for telemarketing,
solicitation of charitable or political donations, debt collection and market research.
In addition to a caroline officer, collective handling of letter, fax, live chat, and email
at one location is known as a call center.
Call center is a facility used by companies to manage all client contact
through a variety of mediums such as telephone, fax, letter, email and increasingly,
online live chat. The majority of large companies use call centers as a means of
managing their customer interaction. These centers can be operated in two major
ways, the first, by having an in house department responsible for the day to day
communications with customers, the second to outsource customer interaction to a
third party agency.
One of large company used call center is Telkomsel. Telkomsel is a brand
name of a mobile phone network operator which operates in Indonesia. It was
founded in 1995, and is a subsidiary of Telkom Indonesia. The company currently
has 122 million subscribers.
Telkomsel's caroline officer call center usually required to select a particular
code whenever they choose to speak formally with customers, and they may also
decide to mix codes even within sometimes very short utterances and thereby create
a new code in a process known as code mixing. Code mixing can occur in
conversation between speakers turn or within a single speaker turn. In the latter case
it can occur between sentences or within a single sentence.
Code is a term for any variety language. Kinds of code that are code
switching and code mixing. If utterance is switched from one language to another
language supporting a distinctive function, it is called code switching. Conversely, if
an utterance either words, phrase, or clause consist does not support a distinctive
function, it is called code mixing. In conclusion, code mixing is a mixture of word,
phrase, clause, or sentence of several languages. It means that code mixing occurs
when a speaker uses a certain language in this communication and inserts some
pieces of another language. In addition, code mixing does not only occur in spoken
communication but also in written communication.
Nababan (1993:32) states that code mixing is the situation in which the
speaker mixes two or more languages or kind of languages in speech act. For
examples in a conversation between Caroline Officer and Customer:
CO : Silahkan Bapak Iman ada yang bisa dibantu?
C : Ini tadi apa, ponsel saya diutak-atik sama teman saya, jadi akhirnya
diapanya itu di pengaturan dari pada web itu, di tekannya itu check
itu check. Jadi pengaturan check itu kosong, akhirnya saya gak bisa
lagi internet, gak bisa juga apa facebook. Mohon bantuan daripada
operator Telkomsel bagaimana jalan keluarnya.
CO : Baik, ini maksudnya settingan di handphonenya Bapak Iman untuk
akses internetnya ya?
C : Iya untuk internet sama facebook.
CO : Begitu ya, baik. Saat ini Bapak Iman menggunakan handphoneny
Universitas Sumatera Utara
merk dan tipe apa bapak?
C : Merek Nokia C2.
CO : Handphonenya Nokia C2 ya. Bapak Iman tadi sudah ada
Menghubungi kami untuk permasalahan ini bapak?
C : Sudah sudah. Tapi katanya tadi itu coba hubungi di apa, dicoba
kirim internet apa dikirim ke 5432 ataupun di apa itu ALL ya ke
5432. Jadi saya coba, disini ada balasannya: “ponsel anda tidak dapat
atau tidak terdaftar saat ini.” Jadi silahkan hubungi apa service kami,
From the definition above, language and human being as a society cannot be
separated actually in this globalization era, people have started to learn another
language especially to learn English as an international language. This habit, than
will make people become bilingualism. It is because differences of ethnic, region,
background, and level different country of people cause the variety of the language
itself. Because of that, to show good identity in this modern society world, the people
always have to know all various cases to exist in certain community that uses that
communication or languages cause in the world so many language of different. This
case will cause sometimes the people use varieties language in communication to
Telkomsel's caroline officer call center frequently always using this code
mixing in case of communicating with customers incoming calls by phone every day.
Almost in every conversation, they using code mixing. For example, all of
Telkomsel's caroline officer call center use word ‘handphone’ not use word ‘ponsel’
in their conversation in using Bahasa Indonesia. From the phenomenal, the writer is
interested in studying the using of code mixing in Telkomsel's caroline officer call
center conversation because they use formal language to speak with their customers
consist of cases information, requesting, and complaint about Telkomsel's products
and services which prioritizes relaxation among Telkomsel's caroline officer call
center and their customers which emerge big tendencies to use code mixing because
so many utterances in these cases use English when they speak in Bahasa Indonesia.
From the using of this code mixing, the customers more relaxed in services and
handling their information, requesting, and complaint about Telkomsel's products
and services. And the impacts of the using of code mixing are the customers can
more understand about information that given by Telkomsel's caroline officer call
center. The writer focuses the study on analyzing the components of language in
code mixing by using utterances of Telkomsel's caroline officer call center of PT.
Infomedia Nusantara Medan with their customers in Sumatera. So the writer know
what kinds of components of language in code mixing found in their conversation
and the writer believe this analysis can be useful in study of sociolinguistics in
1.2 Problem of the Study
Based on the background of the study above, the writer finds some problems
that appear in the study. And it arises some questions, such as:
1. What are the components of language in code mixing used by Telkomsel's
caroline officer call center of PT. Infomedia Nusantara Medan?
2. Which component of language is dominantly in code mixing used by
Telkomsel's caroline officer call center of PT. Infomedia Nusantara Medan?
3. What are the reasons of Telkomsel's caroline officer call center of PT.
Infomedia Nusantara Medan used code mixing in their daily work activities?
1.3 Objective of the Study
Related to the problems of the study above, the study is aimed to:
1. To find out the components of language in code mixing used by Telkomsel's
caroline officer call center of PT. Infomedia Nusantara Medan.
2. To find out the component of languagae which is dominantly in code mixing
used by Telkomsel's caroline officer call center of PT. Infomedia Nusantara
3. To find out the reasons of Telkomsel's caroline officer call center of PT.
Infomedia Nusantara Medan use code mixing in their daily work activities.
1.4 Scope of the Study
In the study, the writer makes a limitation to obtain a clear and detail
description of the matter and some interesting cases that can be analyzed. The writer
focuses the study on analyzing the component of language in code mixing by using
utterances of caroline officer call center and their customers. Call center cellular
operator that will be the source of the data for this anaysis is Telkomsel Call Center
188, located at Cambridge City Square Building, S. Parman Street 217 PT.
Infomedia Nusantara Medan, during July 2013.
1.5 Significance of the Study
There are some significances of the study, such as:
18. The English students, since it will give a better understanding about the
component of language in code mixing as well as the reasons of people to use
code mixing in their daily life.
19. The lecturers, particularly in teaching Sociolinguistics to teach varying
method of teaching code mixing which is not only occurred in written
language but also in spoken language.
20. The study will provide a better technique for other writers to conduct further
analysis about code mixing using a certain media.
21. Giving information to the reader that actually English has become a common
language nowadays which is often used in daily activities by mixing Bahasa
Indonesia into English.
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