Evaluation Report
Score overview and question-level quality findings.
47 / 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 all 3 required parts: salam ('আসসালামু আলাইকুম'), agent identity ('শারমিন 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 wording is respectful, welcoming, and service-oriented; no cold or rude language appears in the greeting. | |||||
| 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 explained the need: unused Airtel SIM on own NID, number not remembered, wants to close it. Agent understood and answered the exact issue without needing extra probing. | |||||
| 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 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: SIM Deregistration Q for an unused SIM whose number is not remembered. Agent correctly mentioned visiting care point and NID/fingerprint, but missed mandatory information that deregistration has no charge and did not mention relevant dues clearance condition (postpaid bill / prepaid Jhotpot) for deregistration guidance. | |||||
| 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. Agent understood the concern, explained the visit-and-check process logically, and answered the follow-up question clearly without confusion or unnecessary delay. | |||||
| q_2_5 | Knowledge | Did the agent provide the necessary additional information, next step, safety guidance, or escalation guidance? | Yes | 4/4 | |
Detail: Per mandatory anti-double-penalty rule, q_2_3 is No, so q_2_5 is automatically Yes with full marks and is not evaluated separately. | |||||
| q_3_1 | Soft Skill | Did the agent actively listen to the customer? | Yes | 3/3 | |
Detail: Agent responded to the actual issue and the customer did not need to repeat the same clear issue twice or more because of agent misunderstanding. | |||||
| q_3_2 | Soft Skill | Did the agent avoid disruptively interrupting the customer? | No | 0/3 | |
Detail: Confirmed disruptive interruption: agent started 'জি, সিমটা—' at 14550 ms before the customer had finished and the customer immediately continued explaining from 15090 ms. | |||||
| 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 language, and there was no empathy-trigger situation requiring apology beyond normal courtesy. | |||||
| q_3_4 | Soft Skill | Did the agent use appropriate courtesy or magic words at the relevant opportunities? | Yes | 2/2 | |
Detail: 2 of 3 magic-word opportunities were appropriately covered; no critical opportunity was missed. Covered: acknowledgment/closing courtesy through 'ওয়েলকাম' and 'ভালো থাকবেন'; request-stage courtesy opportunity was not covered by the agent. | |||||
| q_3_5 | Soft Skill | Did the agent maintain appropriate energy, attentiveness, responsiveness, and confidence throughout the call? | Yes | 6/6 | |
Detail: Agent appears responsive and confident in the transcript, with no announced-hold issue and no reliable evidence of >8 second unexplained delay, lethargy, or repeated hesitation. | |||||
| 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 is materially broken/confusing in places, e.g. 'সিম রিকোয়েস্ট ও কেআর ভিজিট করে' and the long repeated line about NID/fingerprint and number display is poorly formed and unorganized. | |||||
| q_3_7 | Soft Skill | Did the agent communicate at a clear, controlled, and comprehensible pace and pitch? | N/A | -/- | |
Detail: Reliable pace/pitch or agent-level WPM evidence is unavailable. Overall duration, RMS, peak dBFS, and silence ratio cannot be used to calculate agent WPM. | |||||
| q_3_8 | Soft Skill | Did the agent avoid unexplained internal banking jargon or technical terms? | Yes | 2/2 | |
Detail: No clear unexplained internal system/platform jargon such as dCCRM, ICMS, or CQC was used. | |||||
| q_3_9 | Soft Skill | Did the agent personalize the call respectfully without compromising customer privacy? | Yes | 2/2 | |
Detail: Agent used respectful personalization: 'স্যার'. | |||||
| 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 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: Agent gave a normal closing 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: Professional closing was provided: 'ওয়েলকাম, স্যার... আপনার সাথে 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 provided. | |||||