Evaluation Report
Score overview and question-level quality findings.
41 / 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 all 3 required parts: salam ('আসসালামু আলাইকুম'), agent identity ('প্রিয়াঙ্কা বলছি'), and assistance offer ('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 respectful, welcoming, and service-oriented; no cold or rude language in the greeting. | |||||
| 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 customer’s need became clear: whether eSIM would be available at an Airtel care center and whether stock could be confirmed. The agent understood the issue after the customer explained the Gazipur experience and responded to that exact concern. | |||||
| q_2_2 | Knowledge | Did the agent follow the required customer authentication/security protocol and protect sensitive banking information? | N/A | -/- | |
Detail: Current-phase N/A: no Robi/Airtel system, API, or 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: eSIM availability / SIM replacement visit guidance. The agent said 'সকল এয়ারটেল কেয়ারেই মূলত ই-সিম অ্যাভেইলেবল' and later also said they cannot check which care has stock. Given the customer’s actual question was stock certainty before travel, the answer remained materially incomplete/misleading and did not provide a reliable next step beyond 'visit and check'. | |||||
| 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: Handling was not fully effective: the agent put the customer on wait, returned without a concrete resolution, repeated generic statements, and did not resolve the customer’s main concern about confirming availability before travel. | |||||
| 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 mandatory anti-double-penalty rule because q_2_3 = No. | |||||
| q_3_1 | Soft Skill | Did the agent actively listen to the customer? | Yes | 3/3 | |
Detail: The agent eventually understood the actual concern—fear of traveling again without stock confirmation—and responded to that issue. The customer repeated concerns, but not twice or more due to clear agent non-understanding beyond the allowed threshold. | |||||
| q_3_2 | Soft Skill | Did the agent avoid disruptively interrupting the customer? | No | 0/3 | |
Detail: Confirmed disruptive interruption: the agent began 'তবে আমাদের এখান থেকে—' while the customer was still explaining the bad experience, and the customer continued immediately with 'ওনারা বলতেছে…', showing cut-off of the customer’s turn. | |||||
| 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 and respectful throughout and showed empathy for the inconvenience with apologies such as 'আন্তরিকভাবে দুঃখিত ম্যাম বিষয়টির জন্য' and again 'আন্তরিকভাবে দুঃখিত ম্যাম.' | |||||
| q_3_4 | Soft Skill | Did the agent use appropriate courtesy or magic words at the relevant opportunities? | Yes | 2/2 | |
Detail: 5 of 5 magic-word opportunities were appropriately covered; no critical opportunity was missed. Covered: apology for wrong number/context ('সরি ম্যাম'), apology for bad experience, second apology for inconvenience, permission request before waiting ('অপেক্ষা রাখতে পারি?'), and thanks after wait/closing ('ধন্যবাদ', 'ভালো থাকবেন'). | |||||
| q_3_5 | Soft Skill | Did the agent maintain appropriate energy, attentiveness, responsiveness, and confidence throughout the call? | Yes | 6/6 | |
Detail: Transcript shows responsive, confident handling with announced checking before the wait ('চেক করে জানাচ্ছি... অপেক্ষা রাখতে পারি?'). No unexplained >8 second agent delay is evidenced outside the announced wait/IVR segment. | |||||
| 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 became materially repetitive and somewhat disorganized in the return explanation: repeated fillers like 'মূলত', 'সাধারণত বলে থাকি', and circular phrasing made the response less disciplined and clear. | |||||
| q_3_7 | Soft Skill | Did the agent communicate at a clear, controlled, and comprehensible pace and pitch? | N/A | -/- | |
Detail: Reliable pace/pitch/WPM evaluation is not possible from the provided data. Overall duration, RMS, peak dBFS, and silence ratio are insufficient, and no agent-level speaking-duration/WPM metadata was supplied. | |||||
| q_3_8 | Soft Skill | Did the agent avoid unexplained internal banking jargon or technical terms? | Yes | 2/2 | |
Detail: The agent did not use unexplained internal jargon such as CRM/CQC/ICMS; wording remained customer-facing. | |||||
| q_3_9 | Soft Skill | Did the agent personalize the call respectfully without compromising customer privacy? | Yes | 2/2 | |
Detail: The agent appropriately personalized the call using respectful address: 'ম্যাম' 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. | |||||
| q_4_1 | Closure | Did the agent check customer comprehension or offer further assistance before closure, where the opportunity existed? | No | 0/1 | |
Detail: The agent had a normal closing opportunity and closed the call, but did not ask any comprehension or further-assistance question such as 'আর কিছু জানতে চান?' | |||||
| q_4_2 | Closure | Did the agent close the call politely, clearly, and professionally? | Yes | 1/1 | |
Detail: Professional closing was present: 'আপনার সাথে কথা বলে ভালো লাগলো। 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: Current-phase N/A: no CRM/CQC/wrap-up metadata was supplied. | |||||