Evaluation Report
Score overview and question-level quality findings.
58 / 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 name, and assistance offer: “আসসালামু আলাইকুম, শারমিন 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: Opening is respectful and welcoming with polite salam and service-oriented assistance offer. | |||||
| 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: unused Airtel SIM on own NID, number forgotten, wants to close/deregister it. Agent understood the deregistration intent and responded to that use case. | |||||
| 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 supplied, so system/security probing is not auditable in 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 of an unused Airtel SIM under customer’s NID with forgotten number. Agent correctly mentioned visiting care point and NID/fingerprint to view numbers and deregister, but missed mandatory information such as no deregistration charge and any relevant dues-clearance condition; also used unclear/unsupported channel wording “কেআর ভিজিট.” | |||||
| q_2_4 | Knowledge | Did the agent handle the core issue with expertise in a timely, organized, and solution-oriented manner? | Yes | 6/6 | |
Detail: Handling was timely and mostly organized. Agent understood the main issue, gave a workable next step to visit a service point with NID/fingerprint, and answered the follow-up confirmation without unnecessary delay. | |||||
| 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 because q_2_3 = No under anti-double-penalty rule. | |||||
| 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 clear issue twice due to agent misunderstanding. After clarification about forgotten number, agent addressed how to identify and deregister the SIM. | |||||
| q_3_2 | Soft Skill | Did the agent avoid disruptively interrupting the customer? | No | 0/3 | |
Detail: Agent began a substantial response at 14550 ms with “জি, সিমটা ডিলিট করুন—” before the customer completed the active thought, and the customer immediately continued explaining the forgotten-number situation. This is a confirmed floor-taking interruption. | |||||
| 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 language and a warm closing. No special empathy trigger required beyond normal courtesy. | |||||
| q_3_4 | Soft Skill | Did the agent use appropriate courtesy or magic words at the relevant opportunities? | Yes | 2/2 | |
Detail: Total opportunities: 3. Covered: 2. Critical miss: No. Covered opportunities include customer thanks answered with “ওয়েলকাম” and professional close with “ভালো থাকবেন.” One ordinary request/guidance opportunity was not covered with a magic word, but strict majority was met. | |||||
| q_3_5 | Soft Skill | Did the agent maintain appropriate energy, attentiveness, responsiveness, and confidence throughout the call? | Yes | 6/6 | |
Detail: Agent was responsive and confident overall. Response gaps were short based on timestamps, with no reliable evidence of unexplained delay above 8 seconds, lethargy, or low audibility. | |||||
| 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 awkward/confusing in places, e.g., “সিম রিকোয়েস্ট ও কেআর ভিজিট করে...” and the long repeated line about NID/fingerprint and showing the full number. This is an organized-speech failure under the strict 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 ≈ 67, agent speaking duration ≈ 29.34 seconds (1.05-4.47, 14.55-15.45, 27.21-33.93, 34.47-43.71, 43.77-46.53, 54.99-60.39, 63.69-67.47). Calculated WPM ≈ 137.01. Threshold comparison: 137.01 <= 350, so Yes. | |||||
| q_3_8 | Soft Skill | Did the agent avoid unexplained internal banking jargon or technical terms? | Yes | 2/2 | |
Detail: No clear internal system jargon like CRM/CQC/ICMS was used. Although “কেআর” is unclear, it was not an exposed internal platform/code term of the prohibited type. | |||||
| q_3_9 | Soft Skill | Did the agent personalize the call respectfully without compromising customer privacy? | Yes | 2/2 | |
Detail: Agent used respectful personalization: “স্যার.” | |||||
| 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 indicated understanding and initiated closure with “ওকে, থ্যাঙ্ক ইউ,” so a redundant comprehension check was not required. | |||||
| q_4_2 | Closure | Did the agent close the call politely, clearly, and professionally? | Yes | 1/1 | |
Detail: Agent gave a clear professional closing: “ওয়েলকাম, 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 supplied, so this is not auditable in current phase. | |||||