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 name, and assistance offer: “আসসালামু আলাইকুম, শারমিন 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, with a service-oriented opening. | |||||
| 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: Customer clearly stated the need: unused Airtel SIM showing under NID and wants to close/deregister it; agent understood and responded to SIM deregistration without needing extra probing. | |||||
| 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 SIM deregistration for an unused Airtel SIM under customer NID. Agent correctly mentioned visiting care point and NID/fingerprint, but missed mandatory charge/process details: deregistration has no charge, and for prepaid any Jhotpot loan clearance / postpaid dues rule was not covered. Agent also used unclear channel wording (“কেআর ভিজিট”) instead of clearly stating approved service point like Robi Sheba/customer care. | |||||
| 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 timely and organized. Agent understood the issue, gave a practical next step to visit the service point with NID and fingerprint, and answered the follow-up question directly. | |||||
| q_2_5 | Knowledge | Did the agent provide the necessary additional information, next step, safety guidance, or escalation guidance? | Yes | 4/4 | |
Detail: Automatic Yes because q_2_3 = No under anti-double-penalty rule. | |||||
| q_3_1 | Soft Skill | Did the agent actively listen to the customer? | Yes | 3/3 | |
Detail: Customer did not have to repeat the same issue twice due to agent misunderstanding; agent addressed the deregistration concern after the customer explained the unused SIM/NID situation. | |||||
| q_3_2 | Soft Skill | Did the agent avoid disruptively interrupting the customer? | Yes | 3/3 | |
Detail: No confirmed disruptive interruption. Agent’s brief “জি, সিমটা—” occurred at a turn transition and customer continued; no evidence the agent took the floor away repeatedly. | |||||
| 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 and a warm closing. No special empathy trigger requiring apology 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: 2; covered: 2; critical miss: No. Covered ordinary opportunities with “ওয়েলকাম” after thanks 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 overall. No reliable evidence of unexplained agent-caused delay above 8 seconds, lethargy, or unclear low-energy delivery from the provided record. | |||||
| 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 materially weak and awkward in places, e.g. “সিম রিকোয়েস্ট ও কেআর ভিজিট করে...” and repetitive/unorganized phrasing about NID, fingerprint, and number display, making the explanation less disciplined. | |||||
| 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 ≈ 62, agent speaking duration ≈ 29.34 seconds, WPM ≈ 126.8. This is <= 350 threshold, so Yes. | |||||
| q_3_8 | Soft Skill | Did the agent avoid unexplained internal banking jargon or technical terms? | Yes | 2/2 | |
Detail: No clear internal system jargon like dCCRM/ICMS/CQC was used. “কেআর” appears unclear wording but not established internal jargon exposure from the record. | |||||
| 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 customer as “স্যার.” | |||||
| 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 N/A; hold/transfer protocol is excluded. | |||||
| q_4_1 | Closure | Did the agent check customer comprehension or offer further assistance before closure, where the opportunity existed? | Yes | 1/1 | |
Detail: Customer explicitly indicated understanding and initiated closure with “ওকে, থ্যাঙ্ক ইউ,” so a redundant comprehension check was not required. | |||||
| q_4_2 | Closure | Did the agent close the call politely, clearly, and professionally? | Yes | 1/1 | |
Detail: Agent gave a polite professional closing: “ওয়েলকাম, স্যার... 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 is not auditable in current phase. | |||||