Evaluation Report
Score overview and question-level quality findings.
50 / 86 points
| Key | Category | Question | Result | Score | |
|---|---|---|---|---|---|
| q_1_1 | Greeting | Did the agent greet the customer according to the protocol? | Yes | 1/1 | |
Detail: Opening includes salam, agent identity, and assistance offer: “আসসালামু আলাইকুম, মিথি বলছি। আজকে আপনাকে কীভাবে সহযোগিতা করতে পারি?” | |||||
| q_1_2 | Greeting | Did the agent greet with friendly/ welcoming tone? | Yes | 2/2 | |
Detail: Greeting is respectful and welcoming in wording and flow; no cold or rushed opening is evident. | |||||
| q_2_1 | Knowledge | Did the agent use verbal probing questions to understand to validated the caller's need * | Yes | 5/5 | |
Detail: Customer clearly stated the need to stop/deregister unused SIMs under his NID, and the agent understood the issue as SIM deregistration/off request without needing extensive probing. | |||||
| q_2_2 | Knowledge | Did the agent use System probing questions to understand to validated the caller's need/security probing * | N/A | -/- | |
Detail: No Robi system/API/security-verification metadata was supplied, so system/security probing is not auditable in the current phase. | |||||
| q_2_3 | Knowledge | Did the agent provide complete information? * | No | 0/15 | |
Detail: Use case is SIM deregistration. Agent correctly said to visit Airtel care and mentioned NID/fingerprint, but gave materially wrong/incomplete process by saying “রি-রেজিস্ট্রেশন করতে পারবেন” instead of deregistration guidance, and missed mandatory points such as no deregistration charge as a service rule, biometric deregistration process, and prepaid/postpaid dues/Jhotpot clearance where relevant. | |||||
| q_2_4 | Knowledge | Did the agent close the call with Expertise? (timely manner) * | No | 0/6 | |
Detail: Handling became materially confusing: the agent mixed deregistration with “রি-রেজিস্ট্রেশন,” then said “সকলগুলো বন্ধ করে দিবেন,” which is not a clear organized explanation of the actual process. Location support was attempted, but core handling of the main issue was not expert and organized. | |||||
| q_2_5 | Knowledge | Did the agent ensured all the necessary additional information * | Yes | 4/4 | |
Detail: Automatic Yes by rule because q_2_3 = No; additional-information criterion is not evaluated separately. | |||||
| q_3_1 | Soft Skill | Did the agent actively listen to the caller? | Yes | 3/3 | |
Detail: Customer did not have to repeat the same core issue twice or more due to agent misunderstanding; the agent responded to the SIM-off/deregistration request and later to the care-location request. | |||||
| q_3_2 | Soft Skill | Did the agent interrupt the caller? | No | 0/3 | |
Detail: Confirmed disruptive interruption at “না না, শেরপুর তো আমি—” where the agent immediately took the floor with the address before the customer completed the active thought. | |||||
| q_3_3 | Soft Skill | Did the agent show friendliness (positive tonality/ empathy/ courtesy) during the call? | Yes | 13/13 | |
Detail: Agent remained polite and courteous throughout, using respectful address “স্যার,” saying “সরি,” “ধন্যবাদ,” and closing warmly. No clear empathy-trigger failure is present. | |||||
| q_3_4 | Soft Skill | Did the agent use magic words during the call? | No | 0/2 | |
Detail: Total opportunities: 6; covered opportunities: 3; critical miss: Yes. Covered with valid magic words at waiting/checking (“সরি”), return after waiting (“জি স্যার” is not magic word, so not covered), and closing (“ধন্যবাদ,” “ভালো থাকবেন”). Critical opportunity missed when returning after making the customer wait/check; no valid magic word was used in the relevant return turn, so criterion fails. | |||||
| q_3_5 | Soft Skill | Did the agent have appropriate energy/ liveliness/ confidence throughout the call? | Yes | 6/6 | |
Detail: Agent was generally responsive, audible, and confident. The longer gap occurred around checking location and was explained by “সময় দিন, স্যার… চেক করে জানাচ্ছি,” so it is not counted as unexplained delay. | |||||
| q_3_6 | Soft Skill | Did the agent demostrated good sentence construction and correct pronounciation? | No | 0/10 | |
Detail: Sentence construction became materially confusing in key guidance, especially “আপনার নামে থাকলে আপনি রি-রেজিস্ট্রেশন করতে পারবেন” for a deregistration request, and “সকলগুলো বন্ধ করে দিবেন,” which is poorly formed as process guidance. This fails the strict sentence-construction standard. | |||||
| q_3_7 | Soft Skill | Did the agent provide information which is completely understood by customer/ auditor in terms of pace and pitch? | Yes | 10/10 | |
Detail: Agent word count: 85; agent speaking duration: 43.74 seconds; calculated WPM: 116.60; threshold: <=350, so pass. | |||||
| q_3_8 | Soft Skill | Did the agent avoid using jargon (Internal technical term)? | Yes | 2/2 | |
Detail: Agent did not use unexplained internal jargon such as CRM/CQC/ICMS or other internal platform terms. | |||||
| q_3_9 | Soft Skill | Did the agent personalize the call? | Yes | 2/2 | |
Detail: Agent personalized the call by appropriately addressing the customer as “স্যার” multiple times. | |||||
| q_3_10 | General | Did the agent follow the right call transfer/ hold protocol? | N/A | -/- | |
Detail: Current-phase rule: hold/transfer protocol is always N/A. | |||||
| q_4_1 | Closure | Did the agent comprehend at the end of the call? | Yes | 1/1 | |
Detail: Customer explicitly confirmed understanding before closure with “আচ্ছা, ঠিক আছে” and later “ওকে,” after receiving the care location and SMS follow-up. | |||||
| q_4_2 | Closure | Did the agent close the call according as per script | Yes | 1/1 | |
Detail: Agent gave a polite professional closing: “ধন্যবাদ, স্যার। আপনার সাথে কথা বলে ভালো লাগলো। ভালো থাকবেন। আসসালামু আলাইকুম।” | |||||
| q_5_1 | Wrap up | Did the agent capture all information correctly and completely in CRM? | N/A | -/- | |
Detail: No CRM/CQC/wrap-up metadata was supplied, so this is not auditable in the current phase. | |||||