Evaluation Report
Score overview and question-level quality findings.
95 / 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 professional greeting, bank identity, agent name, and offer of help: 'আসসালামু আলাইকুম, ব্র্যাক ব্যাংক কল সেন্টার থেকে অভিষেক বলছি। কীভাবে আপনাকে সহযোগিতা করতে পারি?' | |||||
| q_1_2 | Greeting | Did the agent greet the customer with a friendly, welcoming, and professional tone? | Yes | 2/2 | |
Detail: Opening tone was respectful, welcoming, and service-oriented; no cold or rushed wording in the greeting. | |||||
| 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 identified the use case as unauthorized online card transaction and obtained enough relevant facts: card possession status, SMS timing, amount 7,850, and transaction type 'অনলাইন পারচেজ'. | |||||
| q_2_2 | Knowledge | Did the agent follow the required customer authentication/security protocol and protect sensitive banking information? | Yes | 5/5 | |
Detail: Authentication/security was applicable because this was account/card-specific fraud handling. Agent completed verification before account-specific action/disclosure ('রেজিস্টার্ড মোবাইল নাম্বারের শেষ 4 ডিজিট' and 'জন্মসাল'), and explicitly protected secrets: 'পিন, ওটিপি, পাসওয়ার্ড, অথবা সিভিভি... কখনোই বলবেন না' and 'আমাকে ওটিপি বলবেন না.' No prohibited secret was requested. | |||||
| q_2_3 | Knowledge | Did the agent provide complete, correct, current, and safe information for the customer's exact banking use case? | Yes | 15/15 | |
Detail: Exact use case: unauthorized/suspicious card online transaction. Agent gave safe and correct core handling: prioritized restricting further card use, treated it as urgent, said dispute/complaint must be processed, warned not to share OTP/PIN/password/CVV, and correctly avoided guaranteeing refund before investigation. No unsafe or materially wrong guidance observed. | |||||
| 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 solution-oriented for a fraud-risk call: empathy first, security verification, immediate card restriction, relevant fact gathering, brief hold for checking, then clear next step via dispute/complaint. Agent prioritized containment appropriately. | |||||
| q_2_5 | Knowledge | Did the agent provide the necessary additional information, next step, safety guidance, or escalation guidance? | Yes | 4/4 | |
Detail: Since q_2_3 is Yes, evaluated normally. Agent provided useful additional safety and next-step guidance: save case reference number, avoid suspicious calls/SMS/links, do not share OTP/PIN/password/card security info, and change ASTHA/online banking password if compromise is suspected. | |||||
| q_3_1 | Soft Skill | Did the agent actively listen to the customer? | Yes | 3/3 | |
Detail: Agent understood the issue from the start and responded to the actual concern. Customer did not have to repeat the same core issue multiple times due to agent misunderstanding; later confirmations were legitimate fraud-detail checks. | |||||
| q_3_2 | Soft Skill | Did the agent avoid disruptively interrupting the customer? | Yes | 3/3 | |
Detail: No confirmed disruptive interruption found. Turn-taking was orderly, with no evidence the agent cut off an unfinished customer thought. | |||||
| q_3_3 | Soft Skill | Did the agent show friendliness, positive tonality, empathy, patience, and courtesy during the call? | Yes | 13/13 | |
Detail: Strong empathy and courtesy throughout a financial-loss/fraud context: 'বিষয়টির জন্য আন্তরিকভাবে দুঃখিত', 'আমি বুঝতে পারছি এটা... খুবই টেনশনের বিষয়', 'আমি খুবই দুঃখিত আবারও.' Tone remained patient and respectful. | |||||
| q_3_4 | Soft Skill | Did the agent use appropriate courtesy or magic words at the relevant opportunities? | Yes | 2/2 | |
Detail: Total courtesy opportunities: 6; covered: 6; critical-miss status: none. Critical opportunities covered included unauthorized transaction empathy/apology at opening, return from wait ('অপেক্ষা করার জন্য ধন্যবাদ... দুঃখিত'), and inconvenience apology at closing. Ordinary opportunities also covered with 'ধন্যবাদ' and polite requests. | |||||
| 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 throughout. No unexplained agent-attributable delay above 8 seconds; the only longer pause was an announced hold/check. Delivery showed attentiveness and clear ownership of next steps. | |||||
| 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: Sentence construction was coherent and banking instructions were clear. Material items such as amount '7,850', verification items, OTP/PIN/CVV warning, and dispute next step were delivered understandably; no customer repair due to pronunciation. | |||||
| q_3_7 | Soft Skill | Did the agent communicate at a clear, controlled, and comprehensible pace and pitch? | Yes | 10/10 | |
Detail: Pace and pitch were comprehensible based on smooth turn timing and no repeated requests to slow down or repeat key details. Customer followed the security warnings, hold request, and summary, then confirmed 'এখন বুঝতে পেরেছি.' No material pace/pitch problem evidenced. | |||||
| q_3_8 | Soft Skill | Did the agent avoid unexplained internal banking jargon or technical terms? | Yes | 2/2 | |
Detail: No unexplained internal banking jargon used. Terms like OTP, CVV, dispute, and complaint were used in customer-understandable context. | |||||
| q_3_9 | Soft Skill | Did the agent personalize the call respectfully without compromising customer privacy? | Yes | 2/2 | |
Detail: Agent used respectful personalization repeatedly with 'ম্যাম' without exposing unnecessary private information. | |||||
| q_3_10 | General | Did the agent follow the correct hold and/or transfer protocol when a hold or transfer occurred? | Yes | 4/4 | |
Detail: A hold occurred in the conversation even though automated hold detection was false. Agent explained reason ('বিষয়টি চেক করছি'), asked permission ('হোল্ডে রাখতে পারি?'), customer agreed, and agent returned professionally with thanks/apology: 'অপেক্ষা করার জন্য ধন্যবাদ... সময় নেওয়ার জন্য দুঃখিত'. | |||||
| 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 comprehension and further assistance explicitly: 'এটা কি পরিষ্কার হয়েছে, ম্যাম?' and 'আর কোনো তথ্য দিয়ে আপনাকে সহযোগিতা করতে পারি?' Customer confirmed understanding. | |||||
| q_4_2 | Closure | Did the agent close the call politely, clearly, and professionally? | Yes | 1/1 | |
Detail: Closing was polite and professional: apology, thanks, well-wish, and farewell—'ব্র্যাক ব্যাংকের সঙ্গে থাকার জন্য ধন্যবাদ। ভালো থাকবেন। আল্লাহ হাফেজ।' No disconnect assumption needed. | |||||
| 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? | No | 0/5 | |
Detail: No BRAC Bank CRM/case/disposition/wrap-up metadata was supplied, so CRM capture cannot be audited from transcript alone. | |||||