Evaluation Report
Score overview and question-level quality findings.
20 / 100 points
| Key | Category | Question | Result | Score | |
|---|---|---|---|---|---|
| q_1_1 | Greeting | Did the agent greet the customer according to the BRAC Bank customer-service protocol? | Yes | 1/1 | |
Detail: Opening included salam, self-identification, and assistance offer: 'আসসালামু আলাইকুম, আনোয়ার বলছি... কীভাবে সহযোগিতা করতে পারি'. | |||||
| q_1_2 | Greeting | Did the agent greet the customer with a friendly, welcoming, and professional tone? | Yes | 2/2 | |
Detail: Greeting wording was respectful and welcoming with a service-oriented opening. | |||||
| q_2_1 | Knowledge | Did the agent obtain enough relevant information to correctly identify and understand the customer's banking need? | Yes | 5/5 | |
Detail: Agent used relevant probing to identify the issue and validate the line: asked which SIM, Airtel or not, number, NID number, and DOB. | |||||
| q_2_2 | Knowledge | Did the agent follow the required customer authentication/security protocol and protect sensitive banking information? | N/A | -/- | |
Detail: Security/system probing is visible in transcript: agent collected the affected number, NID number, and date of birth to check the SIM status. | |||||
| q_2_3 | Knowledge | Did the agent provide complete, correct, current, and safe information for the customer's exact banking use case? | No | 0/15 | |
Detail: Customer asked about a suddenly inactive Airtel SIM, but the agent did not provide a clear, complete resolution or correct next-step guidance. He only kept asking for NID/DOB and said 'ম্যাচ হচ্ছে না' without explaining the proper service process or what the customer should do next. | |||||
| q_2_4 | Knowledge | Did the agent handle the core issue with expertise in a timely, organized, and solution-oriented manner? | No | 0/6 | |
Detail: Handling was disorganized and unresolved. The customer remained confused, and the agent did not bring the call to a clear solution or expert next step. | |||||
| q_2_5 | Knowledge | Did the agent provide the necessary additional information, next step, safety guidance, or escalation guidance? | No | 0/4 | |
Detail: No necessary next-step information was given after verification failed, such as visiting a service center/biometric point or what documents/process would be needed. | |||||
| q_3_1 | Soft Skill | Did the agent actively listen to the customer? | Yes | 3/3 | |
Detail: Agent generally followed the customer's issue and continued checking the same SIM concern rather than shifting to another topic. | |||||
| q_3_2 | Soft Skill | Did the agent avoid disruptively interrupting the customer? | Yes | 3/3 | |
Detail: No clear transcript evidence of the agent cutting off or talking over the customer. | |||||
| q_3_3 | Soft Skill | Did the agent show friendliness, positive tonality, empathy, patience, and courtesy during the call? | No | 0/13 | |
Detail: Courtesy was inconsistent. Although the agent said 'দুঃখিত স্যার', he also used dismissive/awkward expressions like 'ও বাবা' multiple times, which reduced professionalism and empathy. | |||||
| q_3_4 | Soft Skill | Did the agent use appropriate courtesy or magic words at the relevant opportunities? | Yes | 2/2 | |
Detail: Used a magic word: 'দুঃখিত স্যার'. | |||||
| q_3_5 | Soft Skill | Did the agent maintain appropriate energy, attentiveness, responsiveness, and confidence throughout the call? | No | 0/6 | |
Detail: Transcript shows confused and weak handling with several awkward responses, repeated checking, and no confident resolution, which affected customer understanding. | |||||
| q_3_6 | Soft Skill | Did the agent demonstrate proper sentence construction and clear pronunciation of banking terms, numbers, amounts, dates, and instructions? | No | 0/10 | |
Detail: Sentence construction was often unclear or broken, e.g., 'আপনার নাম্বারটি প্রভিডেন্ট করুন', 'এই যে এনআইডি কার্ড ঠিক নেই মনে হয়, সেই ওইটা ঠিক আছে', causing confusion. | |||||
| q_3_7 | Soft Skill | Did the agent communicate at a clear, controlled, and comprehensible pace and pitch? | No | 0/10 | |
Detail: Customer understanding was not achieved; the customer repeatedly asked follow-up questions and ended by implying someone else may explain better. | |||||
| q_3_8 | Soft Skill | Did the agent avoid unexplained internal banking jargon or technical terms? | Yes | 2/2 | |
Detail: Agent did not use internal technical jargon like CRM/CQC/ICMS in customer-facing explanation. | |||||
| q_3_9 | Soft Skill | Did the agent personalize the call respectfully without compromising customer privacy? | Yes | 2/2 | |
Detail: Agent personalized the interaction by using respectful address and referring to the customer's specific Airtel number, NID, and DOB context. | |||||
| q_3_10 | General | Did the agent follow the correct hold and/or transfer protocol when a hold or transfer occurred? | N/A | -/- | |
Detail: No hold or transfer occurred, so this is auto-passed. | |||||
| q_4_1 | Closure | Did the agent check customer comprehension or offer further assistance before closure, where the opportunity existed? | No | 0/1 | |
Detail: Near the end, the agent did not check understanding or ask if any further help was needed. | |||||
| q_4_2 | Closure | Did the agent close the call politely, clearly, and professionally? | No | 0/1 | |
Detail: No professional closing with thanks/good wishes/salam was given; the call ended abruptly. | |||||
| q_5_1 | Wrap up | Did the agent capture the customer's issue, action taken, and disposition correctly and completely in CRM/wrap-up, where metadata is available? | N/A | -/- | |
Detail: No CRM/CQC/wrap-up metadata was provided, so capture accuracy cannot be verified. | |||||