Evaluation Report
Score overview and question-level quality findings.
25 / 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, ফাতেমা 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? | No | 0/5 | |
Detail: Agent did not probe effectively; after the customer explained the referral-link issue, agent asked unclear/irrelevant questions like 'অফার?' and customer had to restate the same issue multiple times. | |||||
| 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 was provided. | |||||
| 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: Customer asked about My Robi app referral link, but agent gave unclear OTP/login instructions and did not provide a clear, correct resolution for the referral-link issue or bonus query. Information remained confusing and not use-case aligned. | |||||
| q_2_4 | Knowledge | Did the agent handle the core issue with expertise in a timely, organized, and solution-oriented manner? | No | 0/6 | |
Detail: Handling was not organized or expert; the explanation was scattered and the issue was not clearly resolved, especially around referral link vs OTP/login process. | |||||
| q_2_5 | Knowledge | Did the agent provide the necessary additional information, next step, safety guidance, or escalation guidance? | No | 0/4 | |
Detail: Agent did not give necessary next-step guidance such as where to find the referral option/link, app troubleshooting, or any follow-up/support path. | |||||
| q_3_1 | Soft Skill | Did the agent actively listen to the customer? | No | 0/3 | |
Detail: Customer had to repeat the same core issue because the agent initially misunderstood it and shifted to unrelated OTP/login explanation. | |||||
| 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 respectful throughout, using courteous wording such as 'স্যার' and calm responses. | |||||
| q_3_4 | Soft Skill | Did the agent use appropriate courtesy or magic words at the relevant opportunities? | Yes | 2/2 | |
Detail: Used a magic word: 'ধন্যবাদ' at the end. | |||||
| q_3_5 | Soft Skill | Did the agent maintain appropriate energy, attentiveness, responsiveness, and confidence throughout the call? | No | 0/6 | |
Detail: Transcript shows confused and inconsistent handling; the agent appeared uncertain about the referral process and gave disorganized explanations. | |||||
| 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 confusing and repetitive, e.g., mixed statements about whose phone would receive OTP, making the explanation hard to follow. | |||||
| q_3_7 | Soft Skill | Did the agent communicate at a clear, controlled, and comprehensible pace and pitch? | No | 0/10 | |
Detail: Customer needed repeated clarification after the agent's explanation, showing the information was not clearly understandable. | |||||
| q_3_8 | Soft Skill | Did the agent avoid unexplained internal banking jargon or technical terms? | Yes | 2/2 | |
Detail: No internal jargon like CRM/CQC/system terms was used. | |||||
| 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 responded to the customer's specific My Robi referral context, though imperfectly. | |||||
| 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 understanding or offer further assistance before closing. | |||||
| q_4_2 | Closure | Did the agent close the call politely, clearly, and professionally? | No | 0/1 | |
Detail: Closing was incomplete; agent only said 'ধন্যবাদ' without a fuller professional close or good wish/salam. | |||||
| 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 capture cannot be verified. | |||||