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, self-identification, and assistance offer: “আসসালামু আলাইকুম, সিন 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; the agent greets properly and offers help in a service-oriented manner. | |||||
| 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’s need was clear: Airtel SIM 4G upgrade and whether it can be done by phone. The agent understood the issue and answered directly; 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: Current phase requires Robi system/API/security-verification metadata for auditing system/security probing; transcript alone is insufficient. | |||||
| 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 4G SIM upgrade. KB mandatory guidance includes approved channel plus charge BDT 350 and NID/date of birth/biometric where required. Agent only said to visit retailer/Airtel care with NID and fingerprint and that phone processing is not available; mandatory charge and fuller required process were missing. | |||||
| 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: Despite incomplete information, the agent understood the issue, answered promptly, stayed on topic, and handled the call in a logical and professional flow. | |||||
| q_2_5 | Knowledge | Did the agent provide the necessary additional information, next step, safety guidance, or escalation guidance? | Yes | 4/4 | |
Detail: Per mandatory anti-double-penalty rule, q_2_3 is No, so q_2_5 is automatically Yes with full marks and is not evaluated separately. | |||||
| q_3_1 | Soft Skill | Did the agent actively listen to the customer? | Yes | 3/3 | |
Detail: Agent understood the customer’s issue and responded to it. The customer did not have to repeat the same clear issue twice or more due to agent misunderstanding. | |||||
| q_3_2 | Soft Skill | Did the agent avoid disruptively interrupting the customer? | Yes | 3/3 | |
Detail: No confirmed disruptive interruption found. The agent’s brief “জি স্যার, জানাবেন” functions as a listening acknowledgment, not a cut-off. | |||||
| 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, using respectful language such as “স্যার” and apologetic wording “আন্তরিকভাবে দুঃখিত” while explaining the limitation. | |||||
| q_3_4 | Soft Skill | Did the agent use appropriate courtesy or magic words at the relevant opportunities? | Yes | 2/2 | |
Detail: 3 of 4 magic-word opportunities were appropriately covered; no critical opportunity was missed. Covered: apology when refusing phone-based processing (“আন্তরিকভাবে দুঃখিত”), comprehension check, and closing (“ভালো থাকবেন/ধন্যবাদ”). Missed one ordinary request-style politeness opportunity while instructing visit to retailer/care. | |||||
| 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. Response gaps were short in the timestamps, with no unexplained delay above 8 seconds, and delivery appears attentive and clear from the transcript flow. | |||||
| 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 is generally coherent and understandable. No reliable evidence shows unusable pronunciation, customer repair due to mispronunciation, or broken/incoherent speech. | |||||
| q_3_7 | Soft Skill | Did the agent communicate at a clear, controlled, and comprehensible pace and pitch? | N/A | -/- | |
Detail: Reliable agent-level pace/pitch/WPM evidence is unavailable. Overall duration, RMS, peak dBFS, and silence ratio cannot be used to calculate agent WPM or audit pitch reliably. | |||||
| q_3_8 | Soft Skill | Did the agent avoid unexplained internal banking jargon or technical terms? | Yes | 2/2 | |
Detail: Agent did not use unexplained internal jargon such as CRM/CQC/system codes; wording remained customer-friendly. | |||||
| q_3_9 | Soft Skill | Did the agent personalize the call respectfully without compromising customer privacy? | Yes | 2/2 | |
Detail: Agent personalized the call with respectful address: “স্যার” was used 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 from evaluation by Robi. | |||||
| q_4_1 | Closure | Did the agent check customer comprehension or offer further assistance before closure, where the opportunity existed? | Yes | 1/1 | |
Detail: Agent performed a clear comprehension check before closing: “আমি কি আপনাকে বিষয়টি বোঝাতে পেরেছি, স্যার?” | |||||
| q_4_2 | Closure | Did the agent close the call politely, clearly, and professionally? | Yes | 1/1 | |
Detail: Agent closed politely and professionally: “আপনার সাথে কথা বলে ভালো লাগলো। ভালো থাকবেন। ধন্যবাদ, 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: Current phase requires CRM/CQC/wrap-up metadata to audit this item; no such metadata was supplied. | |||||