Table 1 BUPLAS for recruitment

Pronunciation (+ intonation, word stress) -25%

This domain poses the questions as to whether the CSR is globally comprehensible and is using the prosodic features to make meaning appropriately.

Lexico-grammatical choices -25%

This domain poses the questions as to whether the choice in the grammar and vocabulary is of a sufficient range for the communication task at hand, and also whether errors in grammar are systematic and posing a threat to communication.

Discourse capability -25%

This domain poses the question as to whether the CSR is able to explain information/instructions clearly and logically.

Interactional and strategic capability -25%

This domain poses the question as to whether the CSR is able to build a relationship and interact effectively with the interlocutor on the phone.