Acknowledging the importance of investigation on new forms of verbal interaction in modern societies, this work investigates a context of speech which is unique due to the direct influency of the burocracy and technology on the regulation of exchanges between speakers: the Call Center service. Based on conversational analysis which systematizes verbal behaviour of interactants when in state of conversation, we intend to describe formal patterns in this peculiar context of production of speech, highlighting the deviations concerning canonical conversational pattern, showing the verbal actions through which the participants elaborate their institutional tasks. Our focus of investigation covers the system of reppair. The search for especificities regarding the processes of (re)formulation of speech in interaction reflects our interest in characterizing our context of production of speech aiming to broaden our understanding of the nature of the exchange of information and the construction on interactivity among participants in this scenario.