Evaluation Report
Score overview and question-level quality findings.
66 / 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, agent identity, and assistance offer: 'আসসালামু আলাইকুম, নোভা 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 polite, welcoming, and service-oriented. | |||||
| 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 used relevant clarification such as asking location 'কোন জেলাতে?' and understood the two-location ownership transfer scenario. | |||||
| 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 metadata provided, and transcript does not confirm any system or security probing. | |||||
| 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 is ownership transfer with SIM replacement context. Agent correctly mentioned Robi Sheba/retailer, both persons, NID/fingerprint, 24-hour different-location process, and OTP verification, but missed mandatory charge info: ownership transfer is free except Doorstep charge. Also did not address the customer's stated SIM replacement need. | |||||
| 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: Overall handling was organized and customer-friendly; agent checked, returned from hold properly, answered the main ownership-transfer questions, and customer said 'বুঝতে পেরেছি'. | |||||
| q_2_5 | Knowledge | Did the agent provide the necessary additional information, next step, safety guidance, or escalation guidance? | No | 0/4 | |
Detail: Necessary additional guidance was incomplete. Customer asked what documents to take and mentioned SIM replacement need, but agent only said 'এনআইডির তথ্য' and did not add biometric/fingerprint reminder, free service info, or next-step guidance for SIM replacement/service point details. | |||||
| q_3_1 | Soft Skill | Did the agent actively listen to the customer? | Yes | 3/3 | |
Detail: Agent listened to the customer's issue and responded to the ownership transfer from different locations without making the customer repeat the core issue unnecessarily. | |||||
| q_3_2 | Soft Skill | Did the agent avoid disruptively interrupting the customer? | Yes | 3/3 | |
Detail: No clear interruption or talking over the customer 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 courteous throughout, including apology after hold: 'দুঃখিত, অধিক সময় অপেক্ষায় রেখেছি'. | |||||
| q_3_4 | Soft Skill | Did the agent use appropriate courtesy or magic words at the relevant opportunities? | Yes | 2/2 | |
Detail: Used magic words such as 'ধন্যবাদ', 'দুঃখিত', and 'মোস্ট ওয়েলকাম'. | |||||
| 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 confidence or confused handling; agent sounded assured in the explanation. | |||||
| 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. | |||||
| q_3_7 | Soft Skill | Did the agent communicate at a clear, controlled, and comprehensible pace and pitch? | Yes | 10/10 | |
Detail: Customer indicated understanding with 'আচ্ছা, বুঝতে পেরেছি'; no clear evidence of comprehension failure. | |||||
| 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-friendly language. | |||||
| q_3_9 | Soft Skill | Did the agent personalize the call respectfully without compromising customer privacy? | Yes | 2/2 | |
Detail: Agent personalized the response to the caller's exact context: different locations, specific service center visit, and 24-hour process. | |||||
| q_3_10 | General | Did the agent follow the correct hold and/or transfer protocol when a hold or transfer occurred? | N/A | -/- | |
Detail: Hold protocol was followed: agent asked permission before hold and thanked/apologized after returning. | |||||
| 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 did not offer further assistance or do a clear end-of-call comprehension check before closing. | |||||
| 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 provided, so CRM capture cannot be verified. | |||||