Evaluation Report
Score overview and question-level quality findings.
42 / 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 salam, agent identity, and assistance offer: 'আসসালামু আলাইকুম, তিশা 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: Greeting wording was polite, welcoming, and service-oriented. | |||||
| q_2_1 | Knowledge | Did the agent obtain enough relevant information to correctly identify and understand the customer's banking need? | No | 0/5 | |
Detail: Agent did not use probing; she moved straight to the solution after the customer mentioned balance transfer. | |||||
| q_2_2 | Knowledge | Did the agent follow the required customer authentication/security protocol and protect sensitive banking information? | N/A | -/- | |
Detail: No system/security probing or metadata-confirmed verification was provided. | |||||
| 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: Balance Transfer Q. Agent gave USSD code and some limits, but missed mandatory sender charge and gave incomplete/confusing guidance when customer asked app method and step details. She said 'অ্যাপের মাধ্যমে করতে পারছি না' and later admitted 'ইন ডিটেইলসে... আপডেট নেই,' leaving the query unresolved. | |||||
| 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: Overall handling was not expert enough; customer remained confused about the steps and app method, and the agent could not explain the process clearly. | |||||
| q_2_5 | Knowledge | Did the agent provide the necessary additional information, next step, safety guidance, or escalation guidance? | Yes | 4/4 | |
Detail: Agent provided useful next-step support by sharing the USSD code via SMS: 'আপনার সুবিধার্থে কোডটি আমি আপনাকে এসএমএস-এর মাধ্যমে পাঠিয়ে দিয়েছি'. | |||||
| q_3_1 | Soft Skill | Did the agent actively listen to the customer? | Yes | 3/3 | |
Detail: Agent understood the issue was balance transfer and responded to that topic without making the customer repeat the core issue multiple times. | |||||
| q_3_2 | Soft Skill | Did the agent avoid disruptively interrupting the customer? | Yes | 3/3 | |
Detail: No clear interruption or talking over is visible in the transcript. | |||||
| 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 respectful throughout, used courteous address, and apologized when unable to provide details: 'দুঃখিত স্যার', 'খুবই দুঃখিত'. | |||||
| q_3_4 | Soft Skill | Did the agent use appropriate courtesy or magic words at the relevant opportunities? | Yes | 2/2 | |
Detail: Used magic words such as 'দুঃখিত' and 'খুবই দুঃখিত'. | |||||
| q_3_5 | Soft Skill | Did the agent maintain appropriate energy, attentiveness, responsiveness, and confidence throughout the call? | No | 0/6 | |
Detail: Transcript shows lack of confidence/command of the process; agent repeatedly said detailed steps were not updated with her, which weakened confident handling. | |||||
| 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 was generally understandable and organized, despite incomplete knowledge. | |||||
| q_3_7 | Soft Skill | Did the agent communicate at a clear, controlled, and comprehensible pace and pitch? | No | 0/10 | |
Detail: Customer clearly did not fully understand and asked repeatedly 'তারপর কী করব?' and 'কী কী দেওয়া হবে?', while the agent could not explain the steps. | |||||
| q_3_8 | Soft Skill | Did the agent avoid unexplained internal banking jargon or technical terms? | Yes | 2/2 | |
Detail: Agent avoided internal technical jargon and used customer-facing language. | |||||
| q_3_9 | Soft Skill | Did the agent personalize the call respectfully without compromising customer privacy? | Yes | 2/2 | |
Detail: Agent personalized the interaction by addressing the customer respectfully as 'স্যার' and tailoring the response to his balance transfer request, including sending the code by SMS for his convenience. | |||||
| q_3_10 | General | Did the agent follow the correct hold and/or transfer protocol when a hold or transfer occurred? | N/A | -/- | |
Detail: No hold or transfer occurred in the call. | |||||
| q_4_1 | Closure | Did the agent check customer comprehension or offer further assistance before closure, where the opportunity existed? | No | 0/1 | |
Detail: Agent did not check understanding or offer further assistance near the end. | |||||
| q_4_2 | Closure | Did the agent close the call politely, clearly, and professionally? | No | 0/1 | |
Detail: No professional closing with thanks/good wishes/salam is present; the call ends abruptly after the final apology/explanation. | |||||
| 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 was provided, so capture accuracy cannot be verified. | |||||