This article is double aimed. At theoretical level, it introduces the idea of particular and distinguished operational modes; at methodological level, it presents the relevance of self-confrontation interviews when studying work practices. It starts introducing methods and procedures used to analyze an urban emergency call center practice; then, it describes how the specific production context under study operates. The dialogue fragments of ten observed subjects were self-confronted giving the authors the opportunity to present the singular development of each telemarketing service performed by each operator. Finally, the article discusses both the degree to which inter-individual differences influence telemarketing practices, and the possible damage caused to operators’ health.
call center; emergency; self-confrontation interview; mental load; inter-individual differences
