Evaluation Report
Score overview and question-level quality findings.
34 / 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 all 3 required parts: greeting 'আসসালামু আলাইকুম', agent identity 'মিথি 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 was respectful, welcoming, and service-oriented; no cold or rude language appeared in the greeting. | |||||
| 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: Customer clearly wanted SIM deregistration/off for unused Airtel SIMs, but the agent did not sufficiently validate the exact need and gave mismatched guidance about 'রি-রেজিস্ট্রেশন'; lack of proper probing contributed to misunderstanding. | |||||
| q_2_2 | Knowledge | Did the agent follow the required customer authentication/security protocol and protect sensitive banking information? | N/A | -/- | |
Detail: No Robi system/API/security-verification metadata was provided, so system/security probing cannot be audited reliably in the current phase. | |||||
| 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: Actual use case is SIM deregistration query. Agent correctly said customer must go to Airtel care and use NID/fingerprint, but gave materially wrong/misleading process by saying 'রি-রেজিস্ট্রেশন করতে পারবেন' instead of deregistration/deactivation, and later said 'সকলগুলো বন্ধ করে দিবেন' despite customer wanting to keep 2 SIMs active. Mandatory process information was therefore incorrect/confusing. | |||||
| 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 became contradictory and confusing: the agent first framed the process as re-registration, then advised closing all SIMs although the customer said 2 would remain in use. Location support was provided, but core handling of the main issue was not organized enough. | |||||
| 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 4 marks and is not evaluated separately. | |||||
| q_3_1 | Soft Skill | Did the agent actively listen to the customer? | Yes | 3/3 | |
Detail: The customer did not have to repeat the same core issue twice due to agent misunderstanding; despite wrong guidance, the agent generally responded to the deregistration request and follow-up location query. | |||||
| q_3_2 | Soft Skill | Did the agent avoid disruptively interrupting the customer? | No | 0/3 | |
Detail: Confirmed disruptive interruption occurred at 114090–115050 when the customer began 'না না, শেরপুর তো আমি—' and the agent immediately took over with the address details, cutting off the customer's turn. | |||||
| 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 forms like 'স্যার', 'ধন্যবাদ', and 'সরি'. No rudeness or dismissive behavior is evident. | |||||
| q_3_4 | Soft Skill | Did the agent use appropriate courtesy or magic words at the relevant opportunities? | No | 0/2 | |
Detail: 4 magic-word opportunities identified; 2 were covered; critical opportunity was missed. Covered: thanks after customer cooperation and professional closing ('ধন্যবাদ', 'ভালো থাকবেন'). Missed critical opportunity: after keeping the customer waiting/checking ('সময়টার সাথেই থাকবেন' ... later return), the agent did not thank/apologize for the wait. Strict majority not met and a critical opportunity was missed. | |||||
| q_3_5 | Soft Skill | Did the agent maintain appropriate energy, attentiveness, responsiveness, and confidence throughout the call? | Yes | 6/6 | |
Detail: Agent was generally responsive and confident. The longer gap occurred after the agent announced checking ('তবুও চেক করে জানাচ্ছি'), so it does not count as unexplained delay. No evidence of lethargic or unclear delivery from transcript/available metrics. | |||||
| 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 became materially confusing at key points, especially using 'রি-রেজিস্ট্রেশন' for a deregistration request and then saying all SIMs should be closed despite the customer wanting to keep 2 active. This made the spoken guidance unorganized/confusing. | |||||
| q_3_7 | Soft Skill | Did the agent communicate at a clear, controlled, and comprehensible pace and pitch? | N/A | -/- | |
Detail: Reliable agent-level pace/pitch/WPM evidence is unavailable. Overall call duration, RMS, peak dBFS, and silence ratio cannot be used to calculate agent WPM or audit pace/pitch reliably. | |||||
| q_3_8 | Soft Skill | Did the agent avoid unexplained internal banking jargon or technical terms? | Yes | 2/2 | |
Detail: The agent did not use unexplained internal jargon such as CRM/CQC/ICMS or other internal platform terms. | |||||
| q_3_9 | Soft Skill | Did the agent personalize the call respectfully without compromising customer privacy? | Yes | 2/2 | |
Detail: Agent used appropriate respectful personalization multiple times, e.g., '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 from evaluation. | |||||
| q_4_1 | Closure | Did the agent check customer comprehension or offer further assistance before closure, where the opportunity existed? | No | 0/1 | |
Detail: The agent had a normal closing opportunity and gave a 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: Agent gave a clear professional closing: 'ধন্যবাদ, 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: No CRM/CQC/wrap-up metadata was provided, so this cannot be audited in the current phase. | |||||