Evaluation Report
Score overview and question-level quality findings.
62 / 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? | N/A | -/- | |
Detail: Opening includes all 3 required elements: salam ('আসসালামু আলাইকুম'), agent identity ('পলি বলছি'), and assistance offer ('আজকে আপনাকে কীভাবে সহযোগিতা করতে পারি?'). | |||||
| q_1_2 | Greeting | Did the agent greet the customer with a friendly, welcoming, and professional tone? | N/A | -/- | |
Detail: Opening is respectful and welcoming; the greeting and assistance offer sound service-oriented in the transcript. | |||||
| 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: Relevant probing was used for this re-registration-after-deregistration case: the agent confirmed deregistration status and asked 'কতদিন আগে ডিরেজিস্ট্রেশন হয়েছিল?' to determine the 7-day condition. | |||||
| 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 provided, so system/security probing cannot be audited reliably 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? | Yes | 15/15 | |
Detail: Actual use case is SIM reactivation/re-registration after deregistration. Agent correctly stated the 7-day window, advised visiting Robi Sheba before 7 days, mentioned NID and biometric verification for full-number viewing, clarified no charge for checking/viewing, and correctly separated the BDT 350 re-registration charge. | |||||
| 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: The agent understood the issue, asked the key timeline question, gave a logical next step, answered the follow-up about viewing the full number, and handled the call in an organized and professional manner. | |||||
| q_2_5 | Knowledge | Did the agent provide the necessary additional information, next step, safety guidance, or escalation guidance? | Yes | 4/4 | |
Detail: After giving the core answer, the agent also provided useful additional guidance: full number can be checked at Robi Sheba through NID information and biometric verification. | |||||
| q_3_1 | Soft Skill | Did the agent actively listen to the customer? | Yes | 3/3 | |
Detail: The agent understood and responded to the customer's actual issue. One brief clarification ('বুঝতে পারিনি, স্যার') occurred on a follow-up point only and does not show repeated misunderstanding. | |||||
| q_3_2 | Soft Skill | Did the agent avoid disruptively interrupting the customer? | Yes | 3/3 | |
Detail: No clear inappropriate interruption is established from the transcript. Brief acknowledgements like 'জি' did not stop 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? | Yes | 13/13 | |
Detail: The agent remained polite and courteous throughout, used respectful address ('স্যার'), and showed empathy with 'দুঃখিত বিষয়টির জন্য, স্যার' when the customer described the inconvenience. | |||||
| q_3_4 | Soft Skill | Did the agent use appropriate courtesy or magic words at the relevant opportunities? | Yes | 2/2 | |
Detail: Valid magic/courtesy words were used, including 'দুঃখিত', 'ধন্যবাদ', and 'ভালো থাকবেন'. | |||||
| q_3_5 | Soft Skill | Did the agent maintain appropriate energy, attentiveness, responsiveness, and confidence throughout the call? | Yes | 6/6 | |
Detail: The agent appears responsive and confident throughout the call, with no evidence of unexplained 8+ second response delay, lethargic handling, or uncertain delivery. | |||||
| 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 becomes materially broken/confusing at points, e.g. 'আপনার নাম্বার, আপনার কল নম্বর—আপনার একটি নাম্বার আপনার নামে ছিল' and 'তা সেক্ষেত্রে আপনি কি যদি নাম্বারটি আবার পুনরায় নিতে চান', which are unorganized and awkward under Robi's strict standard. | |||||
| q_3_7 | Soft Skill | Did the agent communicate at a clear, controlled, and comprehensible pace and pitch? | N/A | -/- | |
Detail: Reliable agent-level WPM or directly auditable pace/pitch evidence is not available here; overall duration, RMS, peak, and silence ratio are insufficient for q_3_7. | |||||
| 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 jargon such as CRM/CQC/system 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 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 temporarily excluded and must be marked N/A. | |||||
| 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 gave a normal closing but did not ask a comprehension or further-assistance question such as 'আর কোনো তথ্য দিয়ে সহযোগিতা করতে পারি?' or equivalent. | |||||
| q_4_2 | Closure | Did the agent close the call politely, clearly, and professionally? | Yes | 1/1 | |
Detail: Professional closing was provided: 'আপনাকে অনেক ধন্যবাদ স্যার। আপনার সঙ্গে 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: No CRM/CQC/wrap-up metadata was provided, so this criterion cannot be audited in the current phase. | |||||