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Table 3 ‘Weak’ and ‘strong’ LSP performance assessment for Asian call centres

From: Language for Specific Purpose (LSP) performance assessment in Asian call centres: strong and weak definitions

LSP assessment characteristics

Weak LSP performance assessment FOR work: recruitment BUPLAS Voice Assessment (VA)

Strong LSP performance assessment AT work: quality assurance BUPLAS Call Assessment (CA)

Purpose: the usual business usage

Employment entry: recruitment and/or reassignment

Quality assurance: appraisal performance, coaching and support

Location

Recruitment

On-the-floor at work

Task type

Phone interview task to check pronunciation and level of language proficiency.

Authentic exchange-‘real work’ calls.

Rater

Non-SME assessor e.g. recruiter or communications trainer who assess making interferences and predictions for success

SME assessor e.g. quality specialist or team leader who assess by making direct observations of authentic calls.

Criteria, number of criteria and weightings

4 domains-no product/process knowledge assessed

5 domains-5th domain assesses product and process knowledge

Content knowledge peripheral

Content knowledge central