Evaluation Report
Score overview and question-level quality findings.
34 / 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? | No | 0/1 | |
Detail: Opening had salam and assistance offer ('আসসালামু আলাইকুম... আজকে আপনাকে কীভাবে সহযোগিতা করতে পারি?') but agent identity/name was missing; 'আমি বলছি' is not a usable identity. | |||||
| q_1_2 | Greeting | Did the agent greet the customer with a friendly, welcoming, and professional tone? | Yes | 2/2 | |
Detail: Opening was respectful and service-oriented with salam and a polite assistance offer; no cold or rude wording is evident in the greeting. | |||||
| 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: The customer clearly reported recharge vs remaining balance, and the agent asked one relevant clarification/checking step ('কোন মাধ্যম থেকে আপনার টাকা চার্জ হয়েছে, চেক করে আপনাকে জানাচ্ছি') then addressed the issue. | |||||
| q_2_2 | Knowledge | Did the agent follow the required customer authentication/security protocol and protect sensitive banking information? | N/A | -/- | |
Detail: Current phase: no Robi system/API/security-verification metadata supplied, so system/security probing cannot be audited reliably. | |||||
| 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: For a recharge-balance deduction complaint, the agent explained deductions but then gave materially incorrect guidance: 'এটাকে বন্ধ করে রাখলে এমবি না থাকলে ডেটা চালু করলে তো আর টাকা চার্জ হবে না' and later 'ডেটা চালু করলে... আপনার আর চার্জ হবে না.' This is misleading because pay-per-use/data charge can still occur when mobile data is used without an active data pack; the explanation conflated VAS deactivation with stopping data usage charges. | |||||
| 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 organized and timely: the agent checked the cause, broke down the charges (internet and two services), responded to the customer's follow-up, and completed the requested deactivation professionally. | |||||
| q_2_5 | Knowledge | Did the agent provide the necessary additional information, next step, safety guidance, or escalation guidance? | Yes | 4/4 | |
Detail: Per mandatory anti-double-penalty rule, q_2_3 is No, so q_2_5 is automatically Yes with full marks and is not evaluated separately. | |||||
| q_3_1 | Soft Skill | Did the agent actively listen to the customer? | Yes | 3/3 | |
Detail: The agent understood the complaint about missing recharge balance and responded to the actual issue; the customer did not need to repeat the same core issue twice due to agent misunderstanding. | |||||
| q_3_2 | Soft Skill | Did the agent avoid disruptively interrupting the customer? | Yes | 3/3 | |
Detail: No confirmed disruptive interruption is evident. Short responses like 'জি, ঠিক' and 'ঠিক আছে' did not cut off or prevent the customer from completing the concern. | |||||
| q_3_3 | Soft Skill | Did the agent show friendliness, positive tonality, empathy, patience, and courtesy during the call? | No | 0/13 | |
Detail: The customer reported an inconvenience/financial deduction after recharge, which is an empathy-trigger situation, but the agent gave no apology or concern acknowledgment before explaining charges and actions. Courtesy was present, but required empathy was missed. | |||||
| q_3_4 | Soft Skill | Did the agent use appropriate courtesy or magic words at the relevant opportunities? | No | 0/2 | |
Detail: 2 of 4 magic-word opportunities were appropriately covered; a critical opportunity was missed. Covered: polite closing with 'ধন্যবাদ'/'ভালো থাকবেন', and respectful request/response style. Missed critical opportunity: no apology/concern when the customer reported unwanted balance deduction after recharge. | |||||
| q_3_5 | Soft Skill | Did the agent maintain appropriate energy, attentiveness, responsiveness, and confidence throughout the call? | Yes | 6/6 | |
Detail: The agent remained responsive, clear, and confident throughout. The brief pause before the detailed explanation followed an announced check ('চেক করে আপনাকে জানাচ্ছি'), so it is not counted as an 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, e.g., 'ডেটা চালু করলে বা মেইন ব্যালেন্সে টাকা থাকলে আপনার আর চার্জ হবে না,' which is poorly formed and service-confusing. Transcript also shows awkward/unorganized phrasing such as 'মাই আরেকটা ল্যাব'/'স্টার ৯' guidance. | |||||
| q_3_7 | Soft Skill | Did the agent communicate at a clear, controlled, and comprehensible pace and pitch? | N/A | -/- | |
Detail: Reliable agent-level pace/pitch/WPM evidence is unavailable. Overall call duration, RMS, peak dBFS, and silence ratio cannot be used to calculate agent WPM or judge pace/pitch reliably. | |||||
| q_3_8 | Soft Skill | Did the agent avoid unexplained internal banking jargon or technical terms? | Yes | 2/2 | |
Detail: The agent did not expose internal system/platform jargon such as CRM, CQC, ICMS, or dashboard names; language remained customer-facing. | |||||
| q_3_9 | Soft Skill | Did the agent personalize the call respectfully without compromising customer privacy? | Yes | 2/2 | |
Detail: The agent used respectful personalization multiple times, including 'স্যার' in the body and closing of the call. | |||||
| 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 temporarily excluded by Robi. | |||||
| q_4_1 | Closure | Did the agent check customer comprehension or offer further assistance before closure, where the opportunity existed? | No | 0/1 | |
Detail: The agent had a normal closing opportunity and closed the call, but did not ask a comprehension or further-assistance question such as 'আর কোনো তথ্য দিয়ে সহযোগিতা করতে পারি?'. | |||||
| q_4_2 | Closure | Did the agent close the call politely, clearly, and professionally? | Yes | 1/1 | |
Detail: The closing was polite and professional: 'ধন্যবাদ স্যার। আপনার সাথে কথা বলে ভালো লাগলো। ভালো থাকবেন স্যার। 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: Current phase: no CRM/CQC/wrap-up metadata supplied, so CRM capture cannot be audited reliably. | |||||