Evaluation Report
Score overview and question-level quality findings.
81 / 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, ইয়াসিন 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 clear service-oriented opening. | |||||
| 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 ask any clarifying question about the deduction; moved directly to checking after the customer's statement. | |||||
| q_2_2 | Knowledge | Did the agent follow the required customer authentication/security protocol and protect sensitive banking information? | N/A | -/- | |
Detail: Agent explicitly said 'আমি বিষয়টি আপনাকে চেক করে জানাচ্ছি' and then provided transaction-specific findings, indicating a system check. | |||||
| q_2_3 | Knowledge | Did the agent provide complete, correct, current, and safe information for the customer's exact banking use case? | Yes | 15/15 | |
Detail: Agent addressed the actual issue: explained the Tk 30 deduction was for a 1GB 8-hour Facebook loan/data offer taken by click, charged after recharge at 10:32, and confirmed auto-loan was not active. | |||||
| 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: Call was handled in an organized and timely way; agent checked, explained the cause, gave prevention advice, and reconfirmed the customer's concern was resolved. | |||||
| q_2_5 | Knowledge | Did the agent provide the necessary additional information, next step, safety guidance, or escalation guidance? | Yes | 4/4 | |
Detail: Agent gave the necessary next-step guidance for this issue by advising the customer not to click the loan option and clarified loan only comes when requested/clicked. | |||||
| q_3_1 | Soft Skill | Did the agent actively listen to the customer? | Yes | 3/3 | |
Detail: Agent understood the complaint about repeated Tk 30 deductions and responded to that exact issue without making the customer repeat it. | |||||
| q_3_2 | Soft Skill | Did the agent avoid disruptively interrupting the customer? | Yes | 3/3 | |
Detail: No clear interruption or overlap is visible in the transcript. | |||||
| 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 empathetic throughout, including apology: 'অসুবিধার জন্য আন্তরিকভাবে দুঃখিত' and courteous responses. | |||||
| q_3_4 | Soft Skill | Did the agent use appropriate courtesy or magic words at the relevant opportunities? | Yes | 2/2 | |
Detail: Used clear magic words such as 'আন্তরিকভাবে দুঃখিত', 'ধন্যবাদ', and 'কাইন্ডলি'. | |||||
| q_3_5 | Soft Skill | Did the agent maintain appropriate energy, attentiveness, responsiveness, and confidence throughout the call? | Yes | 6/6 | |
Detail: No transcript evidence of hesitation or confusion; agent sounded confident and consistent in handling. | |||||
| 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 and organized enough for the customer to follow the explanation. | |||||
| q_3_7 | Soft Skill | Did the agent communicate at a clear, controlled, and comprehensible pace and pitch? | Yes | 10/10 | |
Detail: Customer appeared to understand and accepted the explanation, saying the problem was solved and rechecking only one point which the agent clarified. | |||||
| 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 personalized the call by repeatedly addressing the customer respectfully and referring to the customer's specific number, deduction amount, and recharge time. | |||||
| 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, so this is auto-qualified. | |||||
| 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 offered further help: '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: Closing was professional with thanks, good wishes, and salam: 'ধন্যবাদ... 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 CRM capture cannot be verified from transcript alone. | |||||