Previously, we discussed the challenges experienced call center agents face with Discourse. Discourse and Interaction are what language experts call ‘performance domains’, while Language and Pronunciation are ‘proficiency domains’. Performance domains, like Discourse and Interaction, focus on how well someone uses language in real-life scenarios. On the other hand, proficiency domains, such as Language and Pronunciation, measure one’s theoretical knowledge of a language.
While our educational systems do a commendable job teaching language proficiency, real-world communication is often a different beast. You might ace a grammar test, but how well can you handle a heated customer call or explain a complicated return policy? That’s where performance domains come into play.
BUPLAS defines these domains to provide a comprehensive assessment of an agent’s abilities. By evaluating across all four domains, we can predict how well someone will perform in actual job situations. Think of it like picking a sports team based on their performance on the field rather than just their knowledge of the game rules.
Consider the story of a call center that used BUPLAS assessments to revamp their hiring process. They found that candidates who excelled in performance domains were far more effective in their roles, even if their proficiency scores weren’t perfect. This approach allowed them to build a team that was not only skilled but also highly adaptable and responsive to customer needs.
English is a tool, and performance is how you wield it. By focusing on both proficiency and performance, you ensure that your agents are not just knowledgeable but also capable of applying their knowledge in real-world situations. This balanced approach leads to more effective communication and, ultimately, happier customers.
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