Evaluation Report
Score overview and question-level quality findings.
45 / 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 name, and assistance offer: “আসসালামু আলাইকুম, আমি আব্দুল কাদের 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 is respectful and welcoming with proper salam and service-oriented 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: Customer clearly explained the issue: stolen Airtel SIM, registered owner deceased, wants to re-register in own name. Agent understood it as a death-case ownership transfer request; extra probing was not necessary. | |||||
| 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 supplied. | |||||
| 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 is death-case ownership transfer with lost SIM. Agent correctly mentioned death certificate, deceased owner’s NID info, heirs’ consent/signature, and customer care visit, but missed mandatory KB points: legal heirs only, Robi Sheba specifically, biometric verification, and GD if SIM is lost/inactive. Agent also did not mention no ownership-transfer service 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: Handling was organized and timely. Agent understood the main issue quickly, gave a logical next step, listed required documents, and advised visiting customer care without unnecessary delay. | |||||
| q_2_5 | Knowledge | Did the agent provide the necessary additional information, next step, safety guidance, or escalation guidance? | Yes | 4/4 | |
Detail: Auto-Yes by rule because q_2_3 = No; additional information is not evaluated separately. | |||||
| q_3_1 | Soft Skill | Did the agent actively listen to the customer? | Yes | 3/3 | |
Detail: Customer did not need to repeat the same issue due to agent misunderstanding; agent responded directly to the stated concern. | |||||
| q_3_2 | Soft Skill | Did the agent avoid disruptively interrupting the customer? | Yes | 3/3 | |
Detail: No confirmed disruptive interruption. Turn-taking appears natural, with agent speaking after the customer completed the question. | |||||
| q_3_3 | Soft Skill | Did the agent show friendliness, positive tonality, empathy, patience, and courtesy during the call? | No | 0/13 | |
Detail: There were clear empathy triggers: SIM stolen and registered owner deceased. Agent stayed polite but gave no apology, concern, or empathetic acknowledgment for the loss/bereavement situation. | |||||
| q_3_4 | Soft Skill | Did the agent use appropriate courtesy or magic words at the relevant opportunities? | No | 0/2 | |
Detail: Total opportunities: 2; covered: 1; critical miss: Yes. Critical opportunity for stolen SIM/deceased-owner situation was missed with no valid empathy magic word such as sorry/দুঃখিত. Only closing phrase “ভালো থাকবেন” covered 1 ordinary closing opportunity. | |||||
| 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. Main response started about 0.6 seconds after the customer’s completed turn, with no unexplained delay above 8 seconds and no sign of lethargic 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 is materially broken and repetitive in places, e.g., “আপনার—হচ্ছে আপনাদের—ওয়ারিশনামা প্রয়োজন হবে” and “আপনি ওনারশিপ ট্রান্সফার করে আপনি সিমটাকে রিপ্লেস করে নিয়ে নিতে পারবেন,” which is unpolished and disorganized under the strict standard. | |||||
| q_3_7 | Soft Skill | Did the agent communicate at a clear, controlled, and comprehensible pace and pitch? | Yes | 10/10 | |
Detail: Agent word count: 53; agent speaking duration: 24.54 seconds; WPM: 129.58; threshold: <=350, so Yes. | |||||
| q_3_8 | Soft Skill | Did the agent avoid unexplained internal banking jargon or technical terms? | Yes | 2/2 | |
Detail: Agent did not use internal system jargon such as CRM/CQC/ICMS; terms used were customer-facing. | |||||
| q_3_9 | Soft Skill | Did the agent personalize the call respectfully without compromising customer privacy? | Yes | 2/2 | |
Detail: Agent used respectful personalization at closing: “ওকে ম্যাম।” | |||||
| 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 excluded, and no auditable hold/transfer metadata is provided. | |||||
| 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 closed the call without checking understanding or offering further help. Customer said “আচ্ছা, ঠিক আছে। ওকে,” but did not explicitly confirm understanding strongly enough to replace the agent check. | |||||
| q_4_2 | Closure | Did the agent close the call politely, clearly, and professionally? | Yes | 1/1 | |
Detail: Agent gave a polite professional closing: “ওকে ম্যাম। ভালো থাকবেন। 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 supplied. | |||||