Evaluation Report
Score overview and question-level quality findings.
61 / 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 identity, and assistance offer: “আসসালামু আলাইকুম, পলি 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 wording is respectful and welcoming, with a standard service-oriented greeting and 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: Relevant probing was used for the re-registration sub-use case: the agent confirmed deregistration 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: N/A in current phase because no Robi system/API/security-verification metadata was provided. | |||||
| 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 visit to Robi Sheba before 7 days, re-registration under own name, unavailability after 7 days, NID and biometric verification for full number viewing, no charge for checking/viewing, and BDT 350 for re-registration. | |||||
| 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, followed a logical flow, clarified timing, answered the restoration path, then addressed the follow-up about viewing the full number and charge in an organized way. | |||||
| q_2_5 | Knowledge | Did the agent provide the necessary additional information, next step, safety guidance, or escalation guidance? | No | 0/4 | |
Detail: Core answer was correct, but relevant additional guidance such as nearest Robi Sheba locator/My Robi app/Messenger or sending location details was not offered after directing the customer to visit Robi Sheba. | |||||
| q_3_1 | Soft Skill | Did the agent actively listen to the customer? | Yes | 3/3 | |
Detail: Agent understood and responded to the customer’s actual issue. One clarification (“বুঝতে পারিনি, স্যার”) occurred only for the follow-up about matching the number, which is within allowance. | |||||
| q_3_2 | Soft Skill | Did the agent avoid disruptively interrupting the customer? | Yes | 3/3 | |
Detail: No evidence of inappropriate interruption; brief acknowledgements like “জি” did not cut off the 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 courteous throughout, used respectful address “স্যার,” and showed empathy with “দুঃখিত বিষয়টির জন্য, স্যার” for the customer’s 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 words were used, including “দুঃখিত” and “ধন্যবাদ,” and also “ভালো থাকবেন.” | |||||
| 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 throughout. No reliable evidence of >8 second unexplained delay, lethargy, or unclear low-energy handling. | |||||
| 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 was materially broken/repetitive 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 is 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: N/A because reliable agent-level speaking duration/word-count data or directly auditable pace/pitch evidence was not provided; WPM cannot be calculated from total duration or silence ratio. | |||||
| q_3_8 | Soft Skill | Did the agent avoid unexplained internal banking jargon or technical terms? | Yes | 2/2 | |
Detail: Agent did not expose internal system/platform jargon; language remained customer-facing. | |||||
| 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 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 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: Agent gave a closing but did not ask a comprehension or further-assistance question such as whether the customer understood or needed anything else. | |||||
| 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: N/A in current phase because no CRM/CQC/wrap-up metadata was provided. | |||||