Evaluation Report
Score overview and question-level quality findings.
45 / 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? | No | 0/1 | |
Detail: Opening had salam and assistance offer: “আসসালামু আলাইকুম… আজকে আপনাকে কীভাবে সহযোগিতা করতে পারি”, but agent identity/name was not clearly stated in the transcript/audio text. | |||||
| 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 with 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 clearly stated the issue of recharge amount reducing; agent understood the concern and proceeded to check the charge source without unnecessary probing. | |||||
| 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: For the actual use case of unwanted balance deduction/service deactivation, the agent explained deductions and said services were closed, but gave materially confusing information: “ডেটা চালু করলে বা মেইন ব্যালেন্সে টাকা থাকলে আপনার আর চার্জ হবে না,” which is incorrect because pay-per-use/data usage can still charge when active conditions apply. The explanation around pay-per-use/service closure was contradictory and not fully reliable. | |||||
| 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: Agent handled the issue in a logical flow: checked the charge reason, explained the deductions, accepted the customer's request, and stated the services were deactivated. Overall handling was timely and organized. | |||||
| 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. | |||||
| q_3_1 | Soft Skill | Did the agent actively listen to the customer? | Yes | 3/3 | |
Detail: Agent listened and responded to the actual complaint; customer did not need to repeat the same core issue multiple times 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. Turn-taking was natural, and brief responses like “জি” and “ঠিক আছে” did not take the floor away. | |||||
| q_3_3 | Soft Skill | Did the agent show friendliness, positive tonality, empathy, patience, and courtesy during the call? | No | 0/13 | |
Detail: This was a balance-deduction/inconvenience case, which is an empathy trigger, but the agent did not offer apology or concern; the interaction stayed polite but lacked clear empathy acknowledgment for the unwanted charges. | |||||
| q_3_4 | Soft Skill | Did the agent use appropriate courtesy or magic words at the relevant opportunities? | No | 0/2 | |
Detail: Total opportunities: 4, covered: 2, critical miss: Yes. Covered closing/thanks with “ধন্যবাদ” and “ভালো থাকবেন”. Critical opportunity was the customer's unwanted balance deduction/service inconvenience, but no “sorry/দুঃখিত” or equivalent empathy magic word was used there. | |||||
| 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. No unexplained response delay above 8 seconds attributable to the agent; the checking response was announced and delivery remained clear and attentive. | |||||
| 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 confusing in places, especially around service names and charging logic, e.g., “পেপারইউজ নামক সার্ভিস” and “ডেটা চালু করলে বা মেইন ব্যালেন্সে টাকা থাকলে আপনার আর চার্জ হবে না,” which is poorly formed/confusing as guidance. | |||||
| 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 ≈ 154, agent speaking duration ≈ 68.7 seconds, WPM ≈ 134.5. Threshold comparison: 134.5 <= 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: Customer explicitly confirmed understanding and initiated closure with “আচ্ছা, ঠিক আছে। আপনাকে ধন্যবাদ।” so a redundant comprehension check was not required. | |||||
| q_4_2 | Closure | Did the agent close the call politely, clearly, and professionally? | Yes | 1/1 | |
Detail: Agent gave a polite professional closing: “ধন্যবাদ স্যার… আপনার সাথে কথা বলে ভালো লাগলো… ভালো থাকবেন স্যার… 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. | |||||