Evaluation Report
Score overview and question-level quality findings.
28 / 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, but agent identity/company introduction was incomplete/unclear: 'আসসালামু আলাইকুম, দিদা 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 was polite, welcoming, and service-oriented with salam and assistance offer. | |||||
| q_2_1 | Knowledge | Did the agent obtain enough relevant information to correctly identify and understand the customer's banking need? | No | 0/5 | |
Detail: Agent did not use effective clarifying questions; the customer had to repeat the core issue about unwanted balance deduction/service several times before resolution. | |||||
| q_2_2 | Knowledge | Did the agent follow the required customer authentication/security protocol and protect sensitive banking information? | N/A | -/- | |
Detail: Transcript shows account checking and OTP-based validation for deactivation: agent checked active service/charges and sent OTP before disabling the service. | |||||
| 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: Information was contradictory and incomplete. Agent first said the service charges 'উইকলি', then later said 'ডেইলি'. Explanation of the service was confusing, and the customer remained unclear before asking simply to stop it. | |||||
| q_2_4 | Knowledge | Did the agent handle the core issue with expertise in a timely, organized, and solution-oriented manner? | No | 0/6 | |
Detail: Overall handling was scattered and delayed; repeated 'সময় দিয়ে সহযোগিতা করবেন' and contradictory charge frequency created confusion before the issue was finally resolved. | |||||
| q_2_5 | Knowledge | Did the agent provide the necessary additional information, next step, safety guidance, or escalation guidance? | Yes | 4/4 | |
Detail: Agent gave useful next-step info after deactivation: how to check active services via '*৫#' and how to stop validated services via '*৯#'. | |||||
| q_3_1 | Soft Skill | Did the agent actively listen to the customer? | No | 0/3 | |
Detail: Customer had to restate the main concern multiple times ('সার্ভিসটা বন্ধ করেন', 'আর কোনো সার্ভিস চালু আছে কি দেখেন') because the agent focused on lengthy explanation instead of the requested action. | |||||
| q_3_2 | Soft Skill | Did the agent avoid disruptively interrupting the customer? | Yes | 3/3 | |
Detail: No clear transcript evidence of interruption or talking over 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 respectful throughout, using courteous address like 'স্যার' and patient responses despite the long call. | |||||
| q_3_4 | Soft Skill | Did the agent use appropriate courtesy or magic words at the relevant opportunities? | Yes | 2/2 | |
Detail: Used courtesy expression: 'ধন্যবাদ স্যার, আপনার মূল্যবান সময় দিয়ে সহযোগিতা করার জন্য'. | |||||
| q_3_5 | Soft Skill | Did the agent maintain appropriate energy, attentiveness, responsiveness, and confidence throughout the call? | No | 0/6 | |
Detail: Transcript shows visible confusion/self-contradiction in handling, especially saying both weekly and daily charging for the same service. | |||||
| 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: Several explanations were overly long and poorly structured, especially the quiz-service description, making the sentence construction customer-confusing. | |||||
| q_3_7 | Soft Skill | Did the agent communicate at a clear, controlled, and comprehensible pace and pitch? | No | 0/10 | |
Detail: Customer clearly did not understand the explanation: 'এর কাজ কী আমি বুঝতে পারছি না' and later asked to skip the explanation and just stop the service. | |||||
| q_3_8 | Soft Skill | Did the agent avoid unexplained internal banking jargon or technical terms? | Yes | 2/2 | |
Detail: Agent avoided internal system jargon; customer-facing language was mostly simple. | |||||
| q_3_9 | Soft Skill | Did the agent personalize the call respectfully without compromising customer privacy? | Yes | 2/2 | |
Detail: Agent personalized the interaction by repeatedly addressing the customer respectfully and tailoring guidance to the customer's active service and deactivation request. | |||||
| q_3_10 | General | Did the agent follow the correct hold and/or transfer protocol when a hold or transfer occurred? | N/A | -/- | |
Detail: No hold or transfer occurred; metadata also shows hold.detected=false. | |||||
| 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 did not check understanding or offer further assistance near the end; no 'আর কিছু জানতে চান' type closing check was made. | |||||
| q_4_2 | Closure | Did the agent close the call politely, clearly, and professionally? | No | 0/1 | |
Detail: Call ended abruptly with 'জি' after the customer thanked; no professional closing with thanks/good wishes/salam. | |||||
| 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 CRM capture cannot be verified from transcript alone. | |||||