Evaluation Report
Score overview and question-level quality findings.
77 / 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, ফারিয়া 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: Opening 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? | No | 0/5 | |
Detail: Agent did not use meaningful verbal probing about the deduction; she moved straight to checking/OTP instead of clarifying the charge concern. | |||||
| q_2_2 | Knowledge | Did the agent follow the required customer authentication/security protocol and protect sensitive banking information? | N/A | -/- | |
Detail: System/security probing was evident through OTP verification and account checking: agent sent OTP and accessed the number details after code confirmation. | |||||
| 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 identified the actual deducted services and charges, informed current active status, and confirmed no further chargeable option remained. Core query 'কিসের জন্য টাকা কাটা হয়েছে' was answered clearly. | |||||
| 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 issue-focused; agent checked, explained the deductions, and addressed service deactivation status in a timely way. | |||||
| q_2_5 | Knowledge | Did the agent provide the necessary additional information, next step, safety guidance, or escalation guidance? | Yes | 4/4 | |
Detail: Agent provided useful next-step guidance to self-check/stop services via codes and said the necessary code was sent by SMS. | |||||
| q_3_1 | Soft Skill | Did the agent actively listen to the customer? | Yes | 3/3 | |
Detail: Agent understood the concern was unwanted deduction and responded to that issue without making the customer repeat it multiple times. | |||||
| 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? | Yes | 13/13 | |
Detail: Agent remained polite and empathetic throughout, using phrases like 'দুঃখিত বিষয়টার জন্য' and respectful address 'ম্যাম'. | |||||
| q_3_4 | Soft Skill | Did the agent use appropriate courtesy or magic words at the relevant opportunities? | Yes | 2/2 | |
Detail: Magic words were used, including 'দুঃখিত', 'ধন্যবাদ', 'কাইন্ডলি', and 'প্লিজ'. | |||||
| q_3_5 | Soft Skill | Did the agent maintain appropriate energy, attentiveness, responsiveness, and confidence throughout the call? | Yes | 6/6 | |
Detail: No clear evidence of low confidence; agent handled the check and explanation confidently. | |||||
| 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 process and outcome. | |||||
| q_3_7 | Soft Skill | Did the agent communicate at a clear, controlled, and comprehensible pace and pitch? | Yes | 10/10 | |
Detail: No visible evidence that the customer failed to understand the final explanation; customer agreed to stop the service and accepted the update. | |||||
| q_3_8 | Soft Skill | Did the agent avoid unexplained internal banking jargon or technical terms? | No | 0/2 | |
Detail: Agent used unexplained jargon/internal-style terms such as 'সিস্টেমেটিক প্রবলেম' and 'বিডিএফ প্ল্যাটফর্ম' in customer-facing explanation. | |||||
| 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 addressing the caller as 'ম্যাম' and referring specifically to 'আপনার অ্যাকাউন্ট/নাম্বার' and the customer's exact charge issue. | |||||
| 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 was detected in transcript/metadata, so this is auto-pass. | |||||
| 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 meaningfully check comprehension or ask if any further help was needed at the end. | |||||
| q_4_2 | Closure | Did the agent close the call politely, clearly, and professionally? | No | 0/1 | |
Detail: Call ending lacked a professional closing with thanks/good wishes/salam; it ended with reassurance only. | |||||
| 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. | |||||