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 identity, and assistance offer: “আসসালামু আলাইকুম, সাজিয়া 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 is respectful, welcoming, and service-oriented in wording and flow. | |||||
| 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 asked one relevant clarification about whether the earlier call was on the same issue, then understood the need as 4G upgrade/where to get service. | |||||
| 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 4G upgrade/biometric verification. Agent correctly said it cannot be done from call center and directed to customer care/retailer point/Doorstep, with NID and biometric needed. But mandatory charge information for SIM replacement/4G upgrade (BDT 350 standard, Doorstep charge where relevant if offering Doorstep) was not provided while giving the process/channel guidance. | |||||
| 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. Agent understood the issue, clearly explained call-center limitation, and gave feasible next steps: customer care, retailer point, or Doorstep if available. | |||||
| q_2_5 | Knowledge | Did the agent provide the necessary additional information, next step, safety guidance, or escalation guidance? | Yes | 4/4 | |
Detail: Auto-Yes by rule because q_2_3 = No; additional-information criterion not evaluated separately. | |||||
| q_3_1 | Soft Skill | Did the agent actively listen to the customer? | Yes | 3/3 | |
Detail: Customer did not need to repeat the same clear issue twice due to agent misunderstanding; one clarification occurred and the agent then addressed the request. | |||||
| q_3_2 | Soft Skill | Did the agent avoid disruptively interrupting the customer? | Yes | 3/3 | |
Detail: No confirmed disruptive interruption. Turn transitions appear natural, 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: Agent remained polite and courteous throughout, using respectful address and apology language such as “দুঃখিত, স্যার” and a warm closing. | |||||
| q_3_4 | Soft Skill | Did the agent use appropriate courtesy or magic words at the relevant opportunities? | Yes | 2/2 | |
Detail: Total opportunities: 4; covered: 4; critical miss: No. Covered with “দুঃখিত” during clarification/negative answer, “কানলি,” and closing courtesy “মোস্ট ওয়েলকাম,” “ধন্যবাদ, ভালো থাকবেন.” | |||||
| 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, with no reliable evidence of unexplained delay above 8 seconds, lethargy, or unclear low-energy delivery. | |||||
| 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 disjointed and poorly formed under the strict standard. | |||||
| 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 ≈ 63; agent speaking duration ≈ 28.08 seconds; WPM ≈ 134.6; threshold = 350 WPM; result: within limit (Yes). | |||||
| q_3_8 | Soft Skill | Did the agent avoid unexplained internal banking jargon or technical terms? | Yes | 2/2 | |
Detail: Agent did not use unexplained internal jargon such as CRM/CQC/ICMS; wording stayed customer-facing. | |||||
| q_3_9 | Soft Skill | Did the agent personalize the call respectfully without compromising customer privacy? | Yes | 2/2 | |
Detail: Agent personalized the call with respectful address multiple times, e.g. “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 rule: hold/transfer protocol is always N/A. | |||||
| 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 confirmed understanding and initiated closure: “ওকে ম্যাডাম, ওকে বুঝতে পারছি। ওকে, থ্যাঙ্ক ইউ ম্যাডাম।” | |||||
| q_4_2 | Closure | Did the agent close the call politely, clearly, and professionally? | Yes | 1/1 | |
Detail: Agent gave a clear professional closing: “মোস্ট ওয়েলকাম... ধন্যবাদ, ভালো থাকবেন স্যার। 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. | |||||