Evaluation Report
Score overview and question-level quality findings.
26 / 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, self-identification, and assistance offer: 'আসসালামু আলাইকুম, তারেক বলছি... 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 asked some questions, but repeatedly misunderstood the issue as bKash/recharge; customer had to restate multiple times that it was balance transfer from one mobile to another. | |||||
| q_2_2 | Knowledge | Did the agent follow the required customer authentication/security protocol and protect sensitive banking information? | N/A | -/- | |
Detail: Agent verified the number and DOB, and referenced checking recharge/balance status in system during the call. | |||||
| 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 was Balance Transfer. Agent eventually gave USSD *25066#, but gave contradictory and confusing information first, including wrong recharge/balance figures and saying app transfer is 'স্থগিত' without clearly giving complete balance transfer rules/charge/limits. Mandatory answer was not delivered clearly and completely. | |||||
| 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 disorganized and confusing; agent gave multiple wrong/contradictory balance figures and the customer remained unclear near the end. | |||||
| 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 actionable next-step guidance by giving the USSD code '*25066#' and said SMS format/code would be sent. | |||||
| q_3_1 | Soft Skill | Did the agent actively listen to the customer? | No | 0/3 | |
Detail: Customer had to repeat the same core concern several times because the agent kept treating it as recharge/bKash instead of balance transfer. | |||||
| q_3_2 | Soft Skill | Did the agent avoid disruptively interrupting the customer? | No | 0/3 | |
Detail: Customer objection 'আরে আরে' appears when agent continued speaking, indicating visible interruption/overlap near the end. | |||||
| 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, using courteous address and apologies such as 'আন্তরিকভাবে দুঃখিত' and '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 including 'কাইন্ডলি', 'আন্তরিকভাবে 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/clarity through repeated corrections and contradictory statements about recharge and balance history. | |||||
| 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 and explanation flow were confusing enough to cause misunderstanding; the agent mixed recharge, transfer, and balance history inconsistently. | |||||
| q_3_7 | Soft Skill | Did the agent communicate at a clear, controlled, and comprehensible pace and pitch? | No | 0/10 | |
Detail: Customer repeatedly re-explained the same issue and said 'বুঝেন নাই', showing the agent's explanation was not clearly understood. | |||||
| q_3_8 | Soft Skill | Did the agent avoid unexplained internal banking jargon or technical terms? | Yes | 2/2 | |
Detail: Agent did not use internal technical jargon; customer-facing language remained simple. | |||||
| q_3_9 | Soft Skill | Did the agent personalize the call respectfully without compromising customer privacy? | Yes | 2/2 | |
Detail: Agent personalized by using respectful address and referring to the customer's specific number, DOB, transfer amount, and attempted channel. | |||||
| 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; full mark by default. | |||||
| q_4_1 | Closure | Did the agent check customer comprehension or offer further assistance before closure, where the opportunity existed? | No | 0/1 | |
Detail: No end-of-call comprehension check or further assistance offer was made. | |||||
| 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; call ended abruptly. | |||||
| 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 CRM capture cannot be verified. | |||||