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, agent identity, and assistance offer: “আসসালামু আলাইকুম, শিফাত 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 a polite 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’s issue was clear enough as unexpected balance deduction; agent confirmed it with “আপনার অ্যাকাউন্ট থেকে টাকা কেটে নেওয়া হচ্ছে, তাই তো?” and proceeded to check. | |||||
| q_2_2 | Knowledge | Did the agent follow the required customer authentication/security protocol and protect sensitive banking information? | N/A | -/- | |
Detail: No Robi system/API/security-verification metadata supplied, so system/security probing is not auditable in current phase. | |||||
| 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 unexpected balance deduction/value-added service charge inquiry. Agent identified active service and call charges, but gave materially unsupported/incomplete guidance such as “স্টার 9 হ্যাশ” to stop all money-cutting services and did not clearly break down the disputed amount or fully explain all deductions. | |||||
| 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 generally organized and timely: agent acknowledged the issue, checked, identified active service plus call-charge cause, offered deactivation, and confirmed the service was stopped. | |||||
| q_2_5 | Knowledge | Did the agent provide the necessary additional information, next step, safety guidance, or escalation guidance? | Yes | 4/4 | |
Detail: Automatic Yes by rule because q_2_3 = No; additional-information criterion is not evaluated separately. | |||||
| q_3_1 | Soft Skill | Did the agent actively listen to the customer? | Yes | 3/3 | |
Detail: Agent understood the complaint and acted on it; 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 by the agent. The overlap near “সেক্ষেত্রে আশা করছি— / টাকা কাটা বন্ধ করে দিন” is customer interruption of the agent, not the reverse. | |||||
| 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 empathetic for a money-deduction complaint, using apologies and reassurance such as “খুবই দুঃখিত বিষয়টির জন্য” and “আপনি নিশ্চিন্তে থাকতে পারেন।” | |||||
| q_3_4 | Soft Skill | Did the agent use appropriate courtesy or magic words at the relevant opportunities? | Yes | 2/2 | |
Detail: Total opportunities: 5; covered: 5; critical miss: No. Covered with “দুঃখিত” for financial-loss complaint, “ধন্যবাদ” after waiting, “অনুরোধ করব/কাইন্ডলি” during instruction, and 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: Agent was responsive, audible, and confident throughout. No reliable unexplained agent-caused response delay above 8 seconds; the longer gap was occupied by checking/promo audio after the agent said he would check. | |||||
| 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/pronunciation is materially weak at points, including awkward/broken phrasing like “স্যার, সেক্ষেত্রে আপনার অনুমতি কমে আমি সার্ভিসটি বন্ধ করে দিয়েছি” and unclear pronunciation/wording such as repeated “কান্নি সাথেই থাকুন.” | |||||
| 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: 167; agent speaking duration: 68.34s; WPM: 146.63; 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 unexplained internal jargon such as CRM/CQC/ICMS; language remained customer-facing. | |||||
| 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 as “স্যার” 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 rule: hold/transfer protocol is always N/A. | |||||
| 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 explicitly checked comprehension: “আমি কি আপনাকে বিষয়টি বুঝাতে পেরেছি?” | |||||
| q_4_2 | Closure | Did the agent close the call politely, clearly, and professionally? | Yes | 1/1 | |
Detail: Professional closing present: “স্যার, আপনার সাথে কথা বলে ভালো লাগল। 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 supplied, so this is not auditable in current phase. | |||||