Table 2 BUPLAS as quality assurance

Task fulfillment/Business solutioning - 35%

This domain poses questions around the subject matter knowledge and skills displayed by the CSR in his/her ability to resolve customer problems in a timely and professional way. Contains product and process knowledge as informed by SMEs.

Discourse capability – 25%

This domain poses the questions as to whether the CSR keeps control of the call and is able to explain business information and processes clearly and logically to the customer.

Interactional and strategic capability -25%

This domain poses the questions as to whether the CSR is able to profile the customer successfully and build a relationship and interact effectively according to the context.

Lexico -grammatical choices -10%

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

Pronunciation -5% (+ intonation, word stress)

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