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, self-identification, and assistance offer: 'আসসালামু আলাইকুম, আয়েশা বলছে 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 and welcoming, with respectful assistance-oriented language. | |||||
| 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 issue-specific probing; after the customer asked about balance transfer, she moved straight to the answer without clarifying method or handset context. | |||||
| 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 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 incomplete/misleading info: mentioned only My Robi app though customer later said he uses a button phone, did not provide SMS/USSD method, did not mention eligible receiver type, and gave confusing charge explanation ('২ টাকা ৭৮ পয়সা' then '৭৮ পয়সা'). | |||||
| 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 expert/organized; the customer remained confused about charge and needed button-phone process, but the agent closed without clearly explaining the correct method. | |||||
| q_2_5 | Knowledge | Did the agent provide the necessary additional information, next step, safety guidance, or escalation guidance? | No | 0/4 | |
Detail: Customer specifically needed button-phone transfer system, so SMS or USSD guidance was required. Agent only said she sent a message and did not provide the actual method in-call. | |||||
| q_3_1 | Soft Skill | Did the agent actively listen to the customer? | No | 0/3 | |
Detail: Agent missed the customer's specific context; after the customer said he would use a button phone, the agent still did not tailor the answer with SMS/USSD steps. | |||||
| q_3_2 | Soft Skill | Did the agent avoid disruptively interrupting the customer? | Yes | 3/3 | |
Detail: No clear transcript evidence of interrupting or talking over the customer. | |||||
| 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 like 'স্যার' and calm service language. | |||||
| q_3_4 | Soft Skill | Did the agent use appropriate courtesy or magic words at the relevant opportunities? | Yes | 2/2 | |
Detail: Used magic/courtesy words such as 'কাইন্ডলি' and 'ভালো থাকবেন'. | |||||
| 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? | Yes | 10/10 | |
Detail: Sentence construction was generally understandable despite some repetition/self-correction. | |||||
| q_3_7 | Soft Skill | Did the agent communicate at a clear, controlled, and comprehensible pace and pitch? | No | 0/10 | |
Detail: Customer showed visible understanding gaps after explanation, especially around the charge and process, and asked again for the button-phone system. | |||||
| q_3_8 | Soft Skill | Did the agent avoid unexplained internal banking jargon or technical terms? | Yes | 2/2 | |
Detail: Agent avoided internal 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 used respectful address naturally and responded to the customer's specific balance transfer request. | |||||
| 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: Agent asked 'বুঝাতে পেরেছি?' earlier, but near the end did not meaningfully check understanding or offer further assistance before closing. | |||||
| q_4_2 | Closure | Did the agent close the call politely, clearly, and professionally? | Yes | 1/1 | |
Detail: Closing included good wishes and salam: '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: No CRM/CQC/wrap-up metadata was provided, so capture cannot be verified. | |||||