Evaluation Report
Score overview and question-level quality findings.
35 / 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, agent identity, and assistance offer: 'আসসালামু আলাইকুম, ইমন 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? | No | 0/5 | |
Detail: Agent mostly jumped into explanation and repeated the same point; did not use clarifying probing to validate the customer's actual concern about why the loan/SMS appeared despite having data. | |||||
| q_2_2 | Knowledge | Did the agent follow the required customer authentication/security protocol and protect sensitive banking information? | N/A | -/- | |
Detail: Agent referenced system-checked details such as loan date/time, channel, amount, and package: '১৭ মার্চ... ২ জিবি... ৬০ টাকায়'. | |||||
| 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: Information remained incomplete/confusing for the actual complaint. Agent kept attributing popup control to Facebook and did not clearly resolve the customer's core issue about unexpected loan/SMS and deduction despite existing data; customer remained unconvinced and confused. | |||||
| 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: Overall handling was repetitive and unresolved. The customer repeatedly asked the same core question and the call ended without a clear resolution or confident closure of the issue. | |||||
| q_2_5 | Knowledge | Did the agent provide the necessary additional information, next step, safety guidance, or escalation guidance? | No | 0/4 | |
Detail: No useful next step or concrete support path was provided for the disputed loan/deduction issue beyond telling the customer to contact Facebook helpdesk. | |||||
| q_3_1 | Soft Skill | Did the agent actively listen to the customer? | No | 0/3 | |
Detail: Customer had to repeat multiple times that the main issue was having data already and receiving the loan/SMS later; agent kept returning to the same generic popup explanation. | |||||
| 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 the customer or speaking over with objection from customer. | |||||
| 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 apologetic throughout, using respectful address and calm wording despite the customer's abusive language. | |||||
| q_3_4 | Soft Skill | Did the agent use appropriate courtesy or magic words at the relevant opportunities? | Yes | 2/2 | |
Detail: Used multiple magic words such as 'আন্তরিকভাবে দুঃখিত', 'খুবই দুঃখিত', 'কাইন্ডলি', and 'ধন্যবাদ'. | |||||
| q_3_5 | Soft Skill | Did the agent maintain appropriate energy, attentiveness, responsiveness, and confidence throughout the call? | No | 0/6 | |
Detail: Transcript shows visible lack of confident handling; agent repeated uncertain explanations and could not organize a convincing response, 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? | Yes | 10/10 | |
Detail: Sentence construction was generally understandable and grammatically organized, despite repetition. | |||||
| q_3_7 | Soft Skill | Did the agent communicate at a clear, controlled, and comprehensible pace and pitch? | No | 0/10 | |
Detail: Customer repeatedly asked the same question after explanation, showing the information was not understood/resolved through the agent's delivery. | |||||
| q_3_8 | Soft Skill | Did the agent avoid unexplained internal banking jargon or technical terms? | Yes | 2/2 | |
Detail: Agent avoided internal system jargon and used mostly customer-facing language. | |||||
| q_3_9 | Soft Skill | Did the agent personalize the call respectfully without compromising customer privacy? | Yes | 2/2 | |
Detail: Agent personalized by repeatedly addressing the customer respectfully and referring to the customer's specific timeline and loan event details. | |||||
| 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-pass. | |||||
| q_4_1 | Closure | Did the agent check customer comprehension or offer further assistance before closure, where the opportunity existed? | No | 0/1 | |
Detail: Agent did not check understanding or ask if any further assistance was needed before ending the call. | |||||
| q_4_2 | Closure | Did the agent close the call politely, clearly, and professionally? | No | 0/1 | |
Detail: Closing was not fully professional; agent ended abruptly with 'পরবর্তী কলে চলে যাচ্ছি' and did not include salam. | |||||
| 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 CRM capture cannot be verified. | |||||