Evaluation Report
Score overview and question-level quality findings.
66 / 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 included a professional greeting and clear offer of assistance: “আসসালামু আলাইকুম, ব্রাক ব্যাংক থেকে বলছি… কীভাবে আপনাকে সহায়তা করতে পারি?” | |||||
| q_1_2 | Greeting | Did the agent greet the customer with a friendly, welcoming, and professional tone? | Yes | 2/2 | |
Detail: Opening tone was welcoming and professional, with polite assistance-oriented wording and no abruptness. | |||||
| 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 agent understood the call as a general product-information query, then narrowed it to retail banking and DPS by asking relevant follow-ups such as “নির্দিষ্ট কোন অ্যাকাউন্টটি” and later “কোনোটি সম্পর্কে আরও বিস্তারিত জানতে চান?” | |||||
| q_2_2 | Knowledge | Did the agent follow the required customer authentication/security protocol and protect sensitive banking information? | N/A | -/- | |
Detail: N/A — this was a general, non-account-specific product inquiry about account types and DPS opening/tenure. No authentication was required, no protected account information was disclosed, and no prohibited secret (PIN/password/OTP/CVV) was requested. | |||||
| 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: general retail banking/DPS information. The agent gave broad product descriptions and said DPS can be opened via ASTHA or branch, but the answer to “ডিপিএস আমি কীভাবে খুলব?” was materially incomplete because required process/eligibility/document guidance for branch opening was not provided. Also “প্রিমিয়াম ব্যাংকিং” was presented as an account type, which is not a clear, precise account classification. Mandatory process information for the exact DPS-opening query was incomplete. | |||||
| 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 handled the informational call in an organized and solution-oriented way: identified the customer’s area of interest, answered tenure, confirmed 5-year availability, and offered a practical alternative channel (branch) when the customer could not use ASTHA. | |||||
| q_2_5 | Knowledge | Did the agent provide the necessary additional information, next step, safety guidance, or escalation guidance? | Yes | 4/4 | |
Detail: q_2_3 is No, so q_2_5 is automatically Yes under the anti-double-penalty rule. | |||||
| q_3_1 | Soft Skill | Did the agent actively listen to the customer? | Yes | 3/3 | |
Detail: The agent tracked the customer’s changing informational needs from account types to retail banking to DPS tenure and opening method. The customer did not have to repeat the same clear core issue twice due to agent misunderstanding. | |||||
| q_3_2 | Soft Skill | Did the agent avoid disruptively interrupting the customer? | No | 0/3 | |
Detail: There was one confirmed interruption/floor-taking moment: the agent began “আপনি কি—” before the customer’s next turn, and the customer immediately took the floor with “আচ্ছা, আমি তো আস্থা অ্যাপ ব্যবহার করতে পারি না…”. This is a substantial start before completion of the exchange. | |||||
| 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, patient, and helpful throughout. Phrases like “কোনো সমস্যা নেই” and the courteous closing support friendly and respectful behavior. 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 courtesy opportunities: 3. Covered: 2. Critical misses: 0. Covered opportunities included closing courtesy “ধন্যবাদ” and well-wish “আপনার দিনটি ভালো কাটুক.” No critical situation existed, and strict-majority coverage was met. | |||||
| q_3_5 | Soft Skill | Did the agent maintain appropriate energy, attentiveness, responsiveness, and confidence throughout the call? | Yes | 6/6 | |
Detail: The agent was responsive and confident throughout. Response gaps were not materially excessive; no unexplained agent-attributable delay above 8 seconds is evidenced. Delivery appears attentive and steady from the 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 was generally clear and organized. Banking terms and numbers such as “1 বছর থেকে 10 বছর” and “5 বছরের জন্য” were delivered understandably, with no evidence of customer repair due to pronunciation. | |||||
| q_3_7 | Soft Skill | Did the agent communicate at a clear, controlled, and comprehensible pace and pitch? | Yes | 10/10 | |
Detail: Pace/pitch evidence from timing shows normal conversational turn lengths and no repeated requests to slow down or repeat due to delivery. No material comprehensibility issue is evidenced; no fixed WPM rule applied. | |||||
| q_3_8 | Soft Skill | Did the agent avoid unexplained internal banking jargon or technical terms? | Yes | 2/2 | |
Detail: The agent used customer-facing terms such as retail banking, DPS, ASTHA, savings, and current account. No unexplained internal system jargon or codes were used. | |||||
| q_3_9 | Soft Skill | Did the agent personalize the call respectfully without compromising customer privacy? | No | 0/2 | |
Detail: The agent did not use any respectful personalized address such as স্যার/ম্যাডাম or the customer’s name during the conversation. | |||||
| q_3_10 | General | Did the agent follow the correct hold and/or transfer protocol when a hold or transfer occurred? | N/A | -/- | |
Detail: N/A — no hold or transfer occurred according to the transcript and hold metadata (detected: false). | |||||
| q_4_1 | Closure | Did the agent check customer comprehension or offer further assistance before closure, where the opportunity existed? | Yes | 1/1 | |
Detail: The agent offered further assistance before closure, including “আপনার কাছাকাছি কোনো শাখার ঠিকানা জানতে চান?” and earlier “আরও কিছু তথ্য জানতে চান?” | |||||
| q_4_2 | Closure | Did the agent close the call politely, clearly, and professionally? | Yes | 1/1 | |
Detail: The closing was polite and professional: “ব্র্যাক ব্যাংকের সাথে যোগাযোগ করার জন্য ধন্যবাদ। আপনার দিনটি ভালো কাটুক।” No disconnect assumption was needed. | |||||
| 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 — no CRM/case/disposition/wrap-up metadata was supplied, so CRM capture cannot be audited from transcript alone. | |||||