Evaluation Report
Score overview and question-level quality findings.
50 / 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 salam, self-identification, and assistance offer: 'আসসালামু আলাইকুম, পলি বলছি... 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: Greeting wording was polite, welcoming, and service-oriented. | |||||
| 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: Agent used relevant probing to confirm the issue and timeline: asked whether the number was deregistered and 'কতদিন আগে'. | |||||
| q_2_2 | Knowledge | Did the agent follow the required customer authentication/security protocol and protect sensitive banking information? | N/A | -/- | |
Detail: No system/security verification metadata provided, and no confirmed system check is visible in transcript. | |||||
| 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 SIM deregistration/reactivation-related. Agent gave unsupported information that the number can be taken back only within 7 days and said re-registration charge is Tk 350. This is not supported by the provided SIM deregistration KB and makes the answer inaccurate/incomplete for the customer's actual query. | |||||
| 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: Although the agent was organized, the core handling included incorrect policy/charge guidance, so the issue was not handled with full expertise. | |||||
| q_2_5 | Knowledge | Did the agent provide the necessary additional information, next step, safety guidance, or escalation guidance? | No | 0/4 | |
Detail: Agent mentioned Robi Sheba and NID/fingerprint for viewing the full number, but did not provide complete next-step guidance aligned to the actual deregistration use case or service-center support details beyond a generic visit instruction. | |||||
| q_3_1 | Soft Skill | Did the agent actively listen to the customer? | Yes | 3/3 | |
Detail: Agent generally understood the customer's concern and responded to the deregistered-number issue; only one clarification was needed. | |||||
| q_3_2 | Soft Skill | Did the agent avoid disruptively interrupting the customer? | Yes | 3/3 | |
Detail: No clear interruption or talking over the customer is visible in the transcript. | |||||
| 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 apologized: 'দুঃখিত বিষয়টির জন্য'. | |||||
| q_3_4 | Soft Skill | Did the agent use appropriate courtesy or magic words at the relevant opportunities? | Yes | 2/2 | |
Detail: Used magic words such as 'দুঃখিত' and 'ধন্যবাদ'. | |||||
| q_3_5 | Soft Skill | Did the agent maintain appropriate energy, attentiveness, responsiveness, and confidence throughout the call? | Yes | 6/6 | |
Detail: No clear transcript evidence of low confidence or lack of energy; benefit of doubt applied. | |||||
| 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 not consistently clean; e.g., 'আপনার নাম্বার আপনার কল—না...' shows broken phrasing that reduced clarity. | |||||
| q_3_7 | Soft Skill | Did the agent communicate at a clear, controlled, and comprehensible pace and pitch? | Yes | 10/10 | |
Detail: Customer appeared to understand the responses overall and ended the call after receiving the explanation. | |||||
| q_3_8 | Soft Skill | Did the agent avoid unexplained internal banking jargon or technical terms? | Yes | 2/2 | |
Detail: Agent avoided internal jargon and used customer-friendly language. | |||||
| 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's exact situation, asking about deregistration timing, and using respectful address naturally. | |||||
| 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; auto-pass. | |||||
| 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 before closing. | |||||
| q_4_2 | Closure | Did the agent close the call politely, clearly, and professionally? | Yes | 1/1 | |
Detail: Closing was professional with thanks, good wishes, and salam: 'ধন্যবাদ... 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: No CRM/CQC/wrap-up metadata provided, so capture accuracy cannot be verified. | |||||