Evaluation Report
Score overview and question-level quality findings.
22 / 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, রূপ 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 respectful and welcoming with a service-oriented opening. | |||||
| 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: Agent asked relevant clarifying questions about prior contact and what was said, then checked whether the customer tried the code. | |||||
| 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 verification or metadata-confirmed checking is available in transcript or metadata. | |||||
| 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 customer's missing offer/SMS issue, the agent gave an incomplete and somewhat confusing explanation. She said offers are not available and suggested '*0#', but did not clearly validate the exact offer/message issue or provide a complete, well-grounded resolution path. | |||||
| 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 not fully organized; the customer repeated why the offer no longer appears, and the explanation remained somewhat repetitive/confusing rather than clearly resolving the concern. | |||||
| q_2_5 | Knowledge | Did the agent provide the necessary additional information, next step, safety guidance, or escalation guidance? | No | 0/4 | |
Detail: Agent mentioned dialing codes but did not provide a clear next-step/follow-up path for the missing SMS/offer issue beyond generic retry guidance. | |||||
| q_3_1 | Soft Skill | Did the agent actively listen to the customer? | No | 0/3 | |
Detail: Customer had to restate the core concern—earlier offers used to come but now do not—because the agent focused narrowly on dialing codes and did not fully address the actual issue. | |||||
| q_3_2 | Soft Skill | Did the agent avoid disruptively interrupting the customer? | Yes | 3/3 | |
Detail: No clear transcript evidence of interruption or talking over the customer. | |||||
| q_3_3 | Soft Skill | Did the agent show friendliness, positive tonality, empathy, patience, and courtesy during the call? | No | 0/13 | |
Detail: Agent remained polite, but for a service inconvenience she did not show empathy/apology; the interaction lacked clear empathetic handling. | |||||
| q_3_4 | Soft Skill | Did the agent use appropriate courtesy or magic words at the relevant opportunities? | No | 0/2 | |
Detail: No clear magic word such as 'ধন্যবাদ', 'দুঃখিত', 'sorry', or 'kindly' was used. | |||||
| q_3_5 | Soft Skill | Did the agent maintain appropriate energy, attentiveness, responsiveness, and confidence throughout the call? | Yes | 6/6 | |
Detail: No clear transcript evidence of low energy or lack of confidence; benefit of doubt applied. | |||||
| 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: Some sentence construction was awkward and repetitive, e.g., 'এখানে আপনার জন্য অফারগুলো এভেলেবেল নেই, যার কারণে আপনি আসলে আপনি মেসেজগুলো পাচ্ছেন না,' which reduced clarity. | |||||
| q_3_7 | Soft Skill | Did the agent communicate at a clear, controlled, and comprehensible pace and pitch? | No | 0/10 | |
Detail: Customer repeated the same question—why offers used to come before but not now—showing the explanation was not fully understood/resolved. | |||||
| 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 referred to the customer's specific issue and used respectful address like 'স্যার', making the interaction somewhat personalized. | |||||
| 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? | Yes | 1/1 | |
Detail: Near the end, agent checked understanding: 'বোঝাতে পেরেছি?'. | |||||
| q_4_2 | Closure | Did the agent close the call politely, clearly, and professionally? | No | 0/1 | |
Detail: No proper professional closing with thanks/good wishes/salam is present in the transcript. | |||||
| 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 cannot be verified. | |||||