Evaluation Report
Score overview and question-level quality findings.
54 / 86 points
| Key | Category | Question | Result | Score | |
|---|---|---|---|---|---|
| q_1_1 | Greeting | Did the agent greet the customer according to the protocol? | No | 0/1 | |
Detail: Opening had salam and agent identity: “আসসালামু আলাইকুম, মিথি বলছি।”, plus assistance offer, but no clear Robi/Airtel identity mention in the opening, so one major protocol component is missing. | |||||
| q_1_2 | Greeting | Did the agent greet with friendly/ welcoming tone? | Yes | 2/2 | |
Detail: Opening was respectful and welcoming: “আসসালামু আলাইকুম... আজকে আপনাকে কীভাবে সহযোগিতা করতে পারি?” | |||||
| q_2_1 | Knowledge | Did the agent use verbal probing questions to understand to validated the caller's need * | Yes | 5/5 | |
Detail: Customer clearly explained he wanted unused SIMs under his NID to be turned off/deregistered; agent understood the core intent and responded with care-center guidance. | |||||
| q_2_2 | Knowledge | Did the agent use System probing questions to understand to validated the caller's need/security probing * | 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 information? * | No | 0/15 | |
Detail: Use case is SIM deregistration. Agent gave partly correct channel/NID/fingerprint/no-charge guidance, but gave wrong process wording: “রি-রেজিস্ট্রেশন করতে পারবেন” instead of deregistration/off request, and omitted mandatory dues condition for prepaid/postpaid (bill/Jhotpot clearance). | |||||
| q_2_4 | Knowledge | Did the agent close the call with Expertise? (timely manner) * | Yes | 6/6 | |
Detail: Agent handled the call in an organized way, answered the home-vs-care-center question directly, checked location, and provided branch address/SMS follow-up. Despite knowledge gaps, overall handling remained timely and professional. | |||||
| q_2_5 | Knowledge | Did the agent ensured all the necessary additional information * | Yes | 4/4 | |
Detail: Automatic Yes by rule because q_2_3 = No; additional information is not evaluated separately. | |||||
| q_3_1 | Soft Skill | Did the agent actively listen to the caller? | Yes | 3/3 | |
Detail: Customer did not need to repeat the same core issue twice due to agent misunderstanding; agent followed the deregistration/care-center request and then the location request. | |||||
| q_3_2 | Soft Skill | Did the agent interrupt the caller? | No | 0/3 | |
Detail: Confirmed interruption at 115050 ms: customer began “না না, শেরপুর তো আমি—” and agent immediately took the floor with the address, cutting off the active thought. | |||||
| q_3_3 | Soft Skill | Did the agent show friendliness (positive tonality/ empathy/ courtesy) during the call? | Yes | 13/13 | |
Detail: Agent stayed polite and courteous throughout, using respectful language such as “স্যার,” “ধন্যবাদ,” and “সরি”; no clear empathy-trigger failure is established. | |||||
| q_3_4 | Soft Skill | Did the agent use magic words during the call? | No | 0/2 | |
Detail: Total opportunities: 5; covered: 3; critical miss: Yes. Covered ordinary opportunities included closing with “ধন্যবাদ” and “ভালো থাকবেন,” plus apology “সরি” during correction/checking. Critical opportunity missed when returning after making the customer wait/checking; no adjacent thank-you/sorry at the return point, so q_3_4 fails. | |||||
| q_3_5 | Soft Skill | Did the agent have appropriate energy/ liveliness/ confidence throughout the call? | Yes | 6/6 | |
Detail: Agent was generally responsive and confident. The longer pauses occurred around location checking and were explained by active checking statements: “সময় দিন, স্যার... চেক করে জানাচ্ছি,” so no unexplained >8s delay is established. | |||||
| q_3_6 | Soft Skill | Did the agent demostrated good sentence construction and correct pronounciation? | No | 0/10 | |
Detail: Sentence construction became materially confusing in places, especially the wrong/unclear process statement “আপনার নামে থাকলে আপনি রি-রেজিস্ট্রেশন করতে পারবেন” for a SIM-off request, and the location exchange included contradictory “শেরপুরে নেই... শেরপুরে রয়েছে,” creating disorganized delivery. | |||||
| q_3_7 | Soft Skill | Did the agent provide information which is completely understood by customer/ auditor in terms of pace and pitch? | Yes | 10/10 | |
Detail: Agent word count ≈ 76, agent speaking duration ≈ 40.14 seconds, calculated WPM ≈ 113.6. This is below the 350 WPM threshold, so Yes. | |||||
| q_3_8 | Soft Skill | Did the agent avoid using jargon (Internal technical term)? | 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? | Yes | 2/2 | |
Detail: Agent personalized the call with respectful address multiple times, e.g., “স্যার.” | |||||
| q_3_10 | General | Did the agent follow the right call transfer/ hold protocol? | N/A | -/- | |
Detail: Current-phase rule: hold/transfer protocol is always N/A. | |||||
| q_4_1 | Closure | Did the agent comprehend at the end of the call? | No | 0/1 | |
Detail: Agent gave a closing but did not ask whether the customer understood or needed further help. Customer said “আচ্ছা, ঠিক আছে/ওকে,” but did not explicitly confirm understanding in a strong unambiguous way. | |||||
| q_4_2 | Closure | Did the agent close the call according as per script | Yes | 1/1 | |
Detail: Professional closing was present: “ধন্যবাদ, স্যার... আপনার সাথে কথা বলে ভালো লাগলো। ভালো থাকবেন। আসসালামু আলাইকুম।” | |||||
| q_5_1 | Wrap up | Did the agent capture all information correctly and completely in CRM? | N/A | -/- | |
Detail: No CRM/CQC/wrap-up metadata supplied, so this is not auditable in current phase. | |||||