Evaluation Report
Score overview and question-level quality findings.
71 / 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, প্রভা 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, welcoming, and service-oriented in wording and flow. | |||||
| 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 explained he wants to transfer SIM ownership from father’s NID to his own and asked whether both must visit; agent understood the intent immediately. | |||||
| q_2_2 | Knowledge | Did the agent follow the required customer authentication/security protocol and protect sensitive banking information? | N/A | -/- | |
Detail: N/A because no Robi system/API/security-verification metadata was supplied. | |||||
| 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 ownership transfer. Agent correctly said both parties’ NID and fingerprints are needed, but missed mandatory channel/where to go and key process guidance; for this question the customer asked about visiting customer care and whether both need to go, but the answer did not clarify approved service point or different-location/24-hour process. | |||||
| 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: Agent understood the issue quickly, answered directly that both parties are required, and handled the call in a short, organized, professional manner without confusion. | |||||
| q_2_5 | Knowledge | Did the agent provide the necessary additional information, next step, safety guidance, or escalation guidance? | Yes | 4/4 | |
Detail: Auto-Yes by rule because q_2_3 = No; additional information is not evaluated separately. | |||||
| q_3_1 | Soft Skill | Did the agent actively listen to the customer? | Yes | 3/3 | |
Detail: Customer did not need to repeat the same issue due to agent misunderstanding; agent responded to the stated concern on the first answer. | |||||
| q_3_2 | Soft Skill | Did the agent avoid disruptively interrupting the customer? | Yes | 3/3 | |
Detail: No confirmed disruptive interruption; turn changes occur after completed customer thoughts. | |||||
| 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 like “স্যার” and a professional helpful tone. No special empathy trigger was present. | |||||
| q_3_4 | Soft Skill | Did the agent use appropriate courtesy or magic words at the relevant opportunities? | Yes | 2/2 | |
Detail: Total opportunities: 4; covered: 4; critical miss: No. Covered with “কাইন্ডলি,” “দয়া করে,” “ধন্যবাদ,” and “ভালো থাকবেন” during further-assistance request, feedback request, and closing. | |||||
| 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; no unexplained response delay above 8 seconds from customer turn end to agent reply, and delivery appears clear and attentive from transcript timing. | |||||
| 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 is organized and understandable; no clear evidence of unusable pronunciation or customer repair caused by pronunciation. | |||||
| 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: 48; agent speaking duration: 24.96s; WPM: 115.38; threshold: <=350, so Yes. | |||||
| 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; “ওনারশিপ ট্রান্সফার” is customer-facing service language, not internal jargon. | |||||
| 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 repeatedly addressing the customer as “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 N/A; hold/transfer protocol is excluded. | |||||
| q_4_1 | Closure | Did the agent check customer comprehension or offer further assistance before closure, where the opportunity existed? | Yes | 1/1 | |
Detail: Agent checked for further assistance: “আর কোনো তথ্য জানার আছে?” which satisfies comprehension/further-help check. | |||||
| q_4_2 | Closure | Did the agent close the call politely, clearly, and professionally? | Yes | 1/1 | |
Detail: Professional closing present: “আপনার সাথে কথা বলে ভালো লাগল স্যার। ধন্যবাদ, 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: N/A because no CRM/CQC/wrap-up metadata was supplied. | |||||