“…It would appear that spoken language performances in specific contexts, for example in patient interaction, air traffic controller/pilot exchanges, academic conference presentations; and in this case, call centre exchanges, require a good understanding of that context, a good understanding and analysis of the target texts in that context, and a reliance on subject matter expert (SME) input as to what constitutes 'task fulfillment' to achieve validity in that context. Using the concept of 'indigenous criteria' , meaning what occupational/professional stakeholders value in communicative exchange at work, (see Jacoby, 1998;Jacoby and McNamara, 1999;Douglas, 2001Douglas, , 2005, language testers have looked at different ways and sources from which these criteria may be derived. McNamara (1996) and Jacoby and McNamara (1999), first became interested in how SMEs and language assessors (LAs) differed in their evaluations of successful spoken performance:…”