Evaluation Report
Score overview and question-level quality findings.
61 / 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 includes salam, agent identity, and assistance offer: “আসসালামু আলাইকুম, মিম বলছি। 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: Greeting was respectful and welcoming in wording: salam, self-introduction, and help offer were delivered politely. | |||||
| 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 understood the need as ownership transfer/service point location and asked relevant follow-up on customer location: “আপনার লোকেশনটা আবার জানাবেন” and “এটা কোন বিভাগ?” | |||||
| 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 supplied, so system/security probing is not auditable in 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: Use case is ownership transfer location/process. Agent gave a care location and hours, but missed mandatory ownership-transfer guidance such as approved channels generally, both owners’ NID/fingerprint biometric requirement, no service charge except Doorstep, and 24-hour/different-location rule where relevant. | |||||
| 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: Handling was organized and timely for the asked location query: agent clarified area, checked, provided a specific care address, hours, and offered SMS location support without unnecessary delay. | |||||
| q_2_5 | Knowledge | Did the agent provide the necessary additional information, next step, safety guidance, or escalation guidance? | Yes | 4/4 | |
Detail: Auto-Yes by rule because q_2_3 = No; additional-information criterion is not evaluated separately. | |||||
| q_3_1 | Soft Skill | Did the agent actively listen to the customer? | Yes | 3/3 | |
Detail: Agent listened and responded to the actual request. One repeat occurred due to audibility (“দুঃখিত, শুনতে পাইনি”), not agent misunderstanding of the core issue. | |||||
| q_3_2 | Soft Skill | Did the agent avoid disruptively interrupting the customer? | Yes | 3/3 | |
Detail: No confirmed disruptive interruption. Agent’s “জি” and “ওয়ালাইকুম আসসালাম” were brief backchannels/natural turn responses, not floor-taking cutoffs. | |||||
| 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, using respectful language, apology for not hearing, and a warm closing. No special empathy trigger was present. | |||||
| q_3_4 | Soft Skill | Did the agent use appropriate courtesy or magic words at the relevant opportunities? | Yes | 2/2 | |
Detail: Total opportunities: 4; covered: 4; critical miss: No. Covered with “কষ্ট করে” while requesting location, “দুঃখিত” when asking repetition, “আপনার সুবিধার্থে” with SMS help, and “ভালো থাকবেন” in closing. | |||||
| q_3_5 | Soft Skill | Did the agent maintain appropriate energy, attentiveness, responsiveness, and confidence throughout the call? | Yes | 6/6 | |
Detail: Agent was responsive and confident. The main pause followed “চেক করছি,” so the delay was explained by checking, not unexplained inactivity. Delivery remained clear and engaged. | |||||
| 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/pronunciation had a material break during address delivery: “এস-এ— দুঃখিত, এম-এ-এস স্কয়ার,” showing broken construction/self-correction at a key instruction point. | |||||
| q_3_7 | Soft Skill | Did the agent communicate at a clear, controlled, and comprehensible pace and pitch? | Yes | 10/10 | |
Detail: Agent word count ≈ 81, agent speaking duration ≈ 40.14s, WPM ≈ 121.08. Threshold comparison: 121.08 <= 350, so pass. | |||||
| q_3_8 | Soft Skill | Did the agent avoid unexplained internal banking jargon or technical terms? | Yes | 2/2 | |
Detail: Agent did not use unexplained internal jargon such as CRM/CQC/ICMS; language remained customer-facing. | |||||
| q_3_9 | Soft Skill | Did the agent personalize the call respectfully without compromising customer privacy? | Yes | 2/2 | |
Detail: Agent used respectful personalization: “স্যার” in later turns and closing. | |||||
| 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 rule: hold/transfer protocol is always N/A. | |||||
| q_4_1 | Closure | Did the agent check customer comprehension or offer further assistance before closure, where the opportunity existed? | Yes | 1/1 | |
Detail: Agent checked post-resolution action/understanding by saying “আপনি একটু কল শেষে চেক করে নেবেন, ঠিক আছে?” and customer replied “ওকে।” | |||||
| q_4_2 | Closure | Did the agent close the call politely, clearly, and professionally? | Yes | 1/1 | |
Detail: Professional closing present: “ঠিক আছে স্যার। 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 supplied, so this cannot be audited in current phase. | |||||