Evaluation Report
Score overview and question-level quality findings.
49 / 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, self-identification, and assistance offer: 'আসসালামু আলাইকুম, সজীব 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 respectful and welcoming, with a polite assistance-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: Agent used relevant clarification to validate the issue source: 'এই নাম্বার থেকে স্যার?' before checking the account. | |||||
| q_2_2 | Knowledge | Did the agent follow the required customer authentication/security protocol and protect sensitive banking information? | N/A | -/- | |
Detail: Agent said 'আমি একবার চেক করে জানাচ্ছি' but no verifiable system/security probing metadata 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: Agent shared deduction reasons, but gave contradictory/confusing information about the VAS. He said a VAS was active and charged, then later said only customer two-step consent can activate it, while customer denied any action. The explanation did not clearly resolve how the charge occurred or identify the service properly. | |||||
| 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 fully expert/organized. The core concern about unauthorized charge remained unresolved and the call ended abruptly without a proper wrap-up. | |||||
| 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 provide necessary next-step support for disputed/unauthorized charge, such as complaint/escalation or any follow-up path after the customer denied consent. | |||||
| q_3_1 | Soft Skill | Did the agent actively listen to the customer? | Yes | 3/3 | |
Detail: Agent understood the issue was balance deduction and responded to that issue without making the customer repeat the same complaint multiple times. | |||||
| 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 courteous throughout, used respectful address, and apologized: 'দুঃখিত স্যার, সমস্যার জন্য'. | |||||
| q_3_4 | Soft Skill | Did the agent use appropriate courtesy or magic words at the relevant opportunities? | Yes | 2/2 | |
Detail: Used clear magic words such as 'দুঃখিত' and 'ধন্যবাদ'. | |||||
| q_3_5 | Soft Skill | Did the agent maintain appropriate energy, attentiveness, responsiveness, and confidence throughout the call? | Yes | 6/6 | |
Detail: No clear transcript evidence of low confidence; agent sounded generally assured while checking and explaining. | |||||
| q_3_6 | Soft Skill | Did the agent demonstrate proper sentence construction and clear pronunciation of banking terms, numbers, amounts, dates, and instructions? | Yes | 10/10 | |
Detail: Most sentences were understandable and structured, despite minor awkward phrasing near the end. | |||||
| q_3_7 | Soft Skill | Did the agent communicate at a clear, controlled, and comprehensible pace and pitch? | No | 0/10 | |
Detail: Customer remained unconvinced and repeated concern after explanation: 'আমি তো কোনো সার্ভিসই চালু করি না' and later 'শুধু একটা ফোন আসছিল... কোনো ডায়ালও করিনি,' showing the explanation did not fully land. | |||||
| q_3_8 | Soft Skill | Did the agent avoid unexplained internal banking jargon or technical terms? | Yes | 2/2 | |
Detail: Agent avoided internal system jargon; customer-facing language was simple. | |||||
| q_3_9 | Soft Skill | Did the agent personalize the call respectfully without compromising customer privacy? | Yes | 2/2 | |
Detail: Agent personalized by referring to the customer's specific account deductions and using respectful address naturally throughout. | |||||
| q_3_10 | General | Did the agent follow the correct hold and/or transfer protocol when a hold or transfer occurred? | N/A | -/- | |
Detail: Agent asked permission before hold: 'আমি কি আপনাকে কিছুক্ষণ অপেক্ষা রাখতে পারি?' and thanked the customer after returning. | |||||
| q_4_1 | Closure | Did the agent check customer comprehension or offer further assistance before closure, where the opportunity existed? | No | 0/1 | |
Detail: No end-of-call comprehension check or further assistance offer was given. | |||||
| q_4_2 | Closure | Did the agent close the call politely, clearly, and professionally? | No | 0/1 | |
Detail: Call did not end with a professional closing; no proper thanks/good wish/salam at the end. | |||||
| 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 accuracy cannot be verified. | |||||