Evaluation Report
Score overview and question-level quality findings.
30 / 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? | No | 0/1 | |
Detail: Opening had salam and agent name ('আসসালামু আলাইকুম, হৃদয় বলছে') but the assistance offer was incomplete/unfinished: 'আজকে আপনি কীভাবে'. | |||||
| 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 and welcoming with salam and service intent. | |||||
| 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 probing; after customer asked if balance could be transferred, agent moved straight to solution without clarifying relevant details. | |||||
| 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 is provided in transcript or metadata. | |||||
| 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 valid USSD and limits, but missed mandatory sender charge and gave incomplete/unclear channel detail; also said customer can 'receive' up to 500 in a day, which is not the required rule. Mandatory complete answer was not fully covered. | |||||
| 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 the core query was addressed; agent repeated the process when customer did not understand and resolved the main concern. | |||||
| 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 next-step guidance by sharing USSD process and informed that SMS instructions were sent after call. | |||||
| q_3_1 | Soft Skill | Did the agent actively listen to the customer? | Yes | 3/3 | |
Detail: Agent understood the customer's actual concern about transferring excess recharge balance and responded to that issue. | |||||
| 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? | No | 0/13 | |
Detail: Agent was polite, but customer had a clear inconvenience from wrong recharge and the agent showed no empathy/apology before proceeding. | |||||
| q_3_4 | Soft Skill | Did the agent use appropriate courtesy or magic words at the relevant opportunities? | Yes | 2/2 | |
Detail: Used courtesy expression: 'ভালো থাকবেন স্যার'. | |||||
| 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 or confused handling; agent answered and repeated instructions when asked. | |||||
| 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 was not consistently clear; the USSD explanation was awkward/confusing ('স্টার টু ফাইভ... আইসাই কোটি') and likely contributed to misunderstanding. | |||||
| q_3_7 | Soft Skill | Did the agent communicate at a clear, controlled, and comprehensible pace and pitch? | No | 0/10 | |
Detail: Customer explicitly said 'বুঝি নাই, আরেকবার' after the explanation, showing the information was not fully understood from the agent's delivery/clarity. | |||||
| 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 'স্যার' and tailored the answer to the customer's specific balance transfer situation. | |||||
| 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 did not check comprehension or offer further assistance at the end before closing. | |||||
| q_4_2 | Closure | Did the agent close the call politely, clearly, and professionally? | No | 0/1 | |
Detail: Closing had good wish and salam, but no thanks from the agent; prescribed professional close was incomplete. | |||||
| 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. | |||||