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 all 3 required elements: greeting ('আসসালামু আলাইকুম'), agent identity ('মিম 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 was respectful and welcoming; the wording was polite and service-oriented with no cold or rude phrasing. | |||||
| 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 was clear: ownership transfer and nearest care location. The agent asked relevant clarification about location/division ('আপনার লোকেশনটা আবার জানাবেন...?', 'এটা কোন বিভাগ?') and understood the request. | |||||
| 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 system/API/security-verification metadata was provided, so system/security probing cannot be audited reliably. | |||||
| 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: ownership transfer location/process query. The agent only provided a care-center location and hours, but missed mandatory ownership-transfer information such as approved service point process, both owners’ NID and biometric requirements, and no service charge except Doorstep. Core answer was incomplete for the actual use case. | |||||
| 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: the agent clarified location, checked, provided a specific outlet address, hours, and offered SMS follow-up. Despite incomplete knowledge content, the interaction flow remained professional and efficient. | |||||
| 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 per anti-double-penalty 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: The agent listened to the actual issue and responded to the customer’s request for location. The customer did not have to repeat the same core issue twice 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. 'জি' and 'ওয়ালাইকুম আসসালাম' functioned as brief acknowledgments and did not cut off the customer’s concern. | |||||
| 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 courteous throughout, using respectful language such as 'কষ্ট করে', 'দুঃখিত', and a polite closing. No empathy-trigger situation required stronger emotional acknowledgment. | |||||
| q_3_4 | Soft Skill | Did the agent use appropriate courtesy or magic words at the relevant opportunities? | Yes | 2/2 | |
Detail: 4 of 5 magic-word opportunities were appropriately covered; no critical opportunity was missed. Covered: polite clarification request ('কষ্ট করে'), apology for not hearing ('দুঃখিত'), SMS/action request ('চেক করে নেবেন'), closing courtesy ('ভালো থাকবেন'). Missed: no thanks after customer cooperation/checking wait. | |||||
| q_3_5 | Soft Skill | Did the agent maintain appropriate energy, attentiveness, responsiveness, and confidence throughout the call? | Yes | 6/6 | |
Detail: Transcript shows generally responsive and confident handling. The brief checking gap was announced ('চেক করছি'), so it does not count as unexplained delay. No evidence of lethargic or disorganized 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 was materially broken/confusing at points, e.g., 'স্যার, এয়ারটেল কেয়ারগুলো তো— এটা জেলাভিত্তিক হয়ে থাকে' and the self-correction in the address 'এস-এ— দুঃখিত, এম-এ-এস স্কয়ার'. Under Robi’s strict standard, this fails sentence construction/pronunciation quality. | |||||
| 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 unavailable. Only overall call metrics were provided; no agent-level speaking duration, word-count timing, or suitable audio-based pace/pitch evidence. | |||||
| 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; customer-facing language was used throughout. | |||||
| q_3_9 | Soft Skill | Did the agent personalize the call respectfully without compromising customer privacy? | Yes | 2/2 | |
Detail: The agent used respectful personalization with 'স্যার' during the call and closing. | |||||
| 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? | 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 কোনো তথ্য দিয়ে সহযোগিতা করতে পারি?'. | |||||
| q_4_2 | Closure | Did the agent close the call politely, clearly, and professionally? | Yes | 1/1 | |
Detail: The closing was polite and professional: '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 provided, so this cannot be audited. | |||||