Evaluation Report
Score overview and question-level quality findings.
50 / 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 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 the customer with a friendly, welcoming, and professional 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 obtain enough relevant information to correctly identify and understand the customer's banking 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 follow the required customer authentication/security protocol and protect sensitive banking information? | 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, correct, current, and safe information for the customer's exact banking use case? | 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 handle the core issue with expertise in a timely, organized, and solution-oriented 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 provide the necessary additional information, next step, safety guidance, or escalation guidance? | 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 customer? | 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 avoid disruptively interrupting the customer? | 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, patience, and 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 appropriate courtesy or magic words at the relevant opportunities? | 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 maintain appropriate energy, attentiveness, responsiveness, and 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 demonstrate proper sentence construction and clear pronunciation of banking terms, numbers, amounts, dates, and instructions? | 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 communicate at a clear, controlled, and comprehensible 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 unexplained internal banking jargon or technical terms? | 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 respectfully without compromising customer privacy? | 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 correct hold and/or transfer protocol when a hold or transfer occurred? | N/A | -/- | |
Detail: Current-phase rule: hold/transfer protocol is always N/A. | |||||
| q_4_1 | Closure | Did the agent check customer comprehension or offer further assistance before closure, where the opportunity existed? | 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 politely, clearly, and professionally? | 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 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 supplied, so this is not auditable in the current phase. | |||||