Evaluation Report
Score overview and question-level quality findings.
50 / 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 all 3 required parts: greeting 'আসসালামু আলাইকুম', agent identity 'সাজিয়া বলছি', and assistance offer '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: Opening wording was respectful and welcoming, with a proper salam, self-introduction, and service-oriented assistance offer. | |||||
| 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: The agent asked one relevant clarification about the previous call topic, then understood the actual need: whether 4G SIM upgrade can be done from call center or where to do it. | |||||
| q_2_2 | Knowledge | Did the agent follow the required customer authentication/security protocol and protect sensitive banking information? | N/A | -/- | |
Detail: Current-phase N/A because no Robi system/API/security-verification metadata was supplied. | |||||
| 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 4G SIM upgrade / SIM replacement-biometric service. Agent correctly said it cannot be processed from here and directed to customer care/retailer point with biometric fingerprint and NID, but mandatory charge information for SIM upgrade/replacement (BDT 350 standard, or relevant service charge guidance) was not provided. | |||||
| 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 timely. The agent clarified the issue, answered the main question directly, gave service channels, and explained why call-center processing was not possible. | |||||
| 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 by anti-double-penalty rule because q_2_3 is No; additional information is not evaluated separately. | |||||
| q_3_1 | Soft Skill | Did the agent actively listen to the customer? | Yes | 3/3 | |
Detail: The agent understood and responded to the caller’s actual issue after one clarification; the customer did not need to repeat the same clear issue twice due to agent misunderstanding. | |||||
| q_3_2 | Soft Skill | Did the agent avoid disruptively interrupting the customer? | Yes | 3/3 | |
Detail: No confirmed disruptive interruption is evident from the transcript/timestamps; the agent did not cut off or talk 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: The agent remained polite and courteous throughout, using respectful address 'স্যার' and apology language 'দুঃখিত' where appropriate. No rudeness or dismissiveness is evident. | |||||
| q_3_4 | Soft Skill | Did the agent use appropriate courtesy or magic words at the relevant opportunities? | Yes | 2/2 | |
Detail: 5 of 5 magic-word opportunities were appropriately covered; no critical opportunity was missed. Covered examples include apology before clarification, polite request 'কানলি', apology before denial, 'আপনাকে কষ্ট করে', and closing thanks/well-wish. | |||||
| q_3_5 | Soft Skill | Did the agent maintain appropriate energy, attentiveness, responsiveness, and confidence throughout the call? | Yes | 6/6 | |
Detail: The agent was responsive and confident throughout the short call, with no unexplained long delay above 8 seconds, no evident hesitation, and clear direct responses. | |||||
| 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 became materially broken/confusing at points, e.g. 'আমাদের সাইড থেকে তো স্যার বর্তমানে ম্যানুয়ালি এটি করার পথ—মানে, সুযোগ থাকছে না,' which is unorganized and awkwardly formed. | |||||
| q_3_7 | Soft Skill | Did the agent communicate at a clear, controlled, and comprehensible pace and pitch? | N/A | -/- | |
Detail: Reliable agent-level pace/pitch/WPM evidence is unavailable. Overall call duration and generic audio metrics cannot be used to calculate agent WPM. | |||||
| q_3_8 | Soft Skill | Did the agent avoid unexplained internal banking jargon or technical terms? | Yes | 2/2 | |
Detail: The agent did not expose internal jargon such as CRM/CQC/system names; wording remained customer-facing. | |||||
| q_3_9 | Soft Skill | Did the agent personalize the call respectfully without compromising customer privacy? | Yes | 2/2 | |
Detail: The agent appropriately personalized the call by repeatedly 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 temporarily excluded by Robi. | |||||
| q_4_1 | Closure | Did the agent check customer comprehension or offer further assistance before closure, where the opportunity existed? | No | 0/1 | |
Detail: The agent gave a closing but did not ask any comprehension or further-assistance question such as 'আর কোনো তথ্য দিয়ে সহযোগিতা করতে পারি?' or equivalent. | |||||
| q_4_2 | Closure | Did the agent close the call politely, clearly, and professionally? | Yes | 1/1 | |
Detail: The closing was polite and professional: 'মোস্ট ওয়েলকাম', 'আপনার সাথে কথা বলে ভালো লাগলো', 'ধন্যবাদ, ভালো থাকবেন স্যার', and 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: Current-phase N/A because no CRM/CQC/wrap-up metadata was supplied. | |||||