Evaluation Report
Score overview and question-level quality findings.
20 / 86 points
| Key | Category | Question | Result | Score | |
|---|---|---|---|---|---|
| q_1_1 | Greeting | Did the agent greet the customer according to the protocol? | Yes | 1/1 | |
Detail: Opening included salam, self-identification, and assistance offer: 'আসসালামু আলাইকুম, আনোয়ার বলছি... কীভাবে সহযোগিতা করতে পারি'. | |||||
| q_1_2 | Greeting | Did the agent greet with friendly/ welcoming tone? | Yes | 2/2 | |
Detail: Greeting wording was respectful and welcoming with a service-oriented opening. | |||||
| q_2_1 | Knowledge | Did the agent use verbal probing questions to understand to validated the caller's need * | Yes | 5/5 | |
Detail: Agent used relevant probing to identify the issue and validate the line: asked which SIM, Airtel or not, number, NID number, and DOB. | |||||
| q_2_2 | Knowledge | Did the agent use System probing questions to understand to validated the caller's need/security probing * | N/A | -/- | |
Detail: Security/system probing is visible in transcript: agent collected the affected number, NID number, and date of birth to check the SIM status. | |||||
| q_2_3 | Knowledge | Did the agent provide complete information? * | No | 0/15 | |
Detail: Customer asked about a suddenly inactive Airtel SIM, but the agent did not provide a clear, complete resolution or correct next-step guidance. He only kept asking for NID/DOB and said 'ম্যাচ হচ্ছে না' without explaining the proper service process or what the customer should do next. | |||||
| q_2_4 | Knowledge | Did the agent close the call with Expertise? (timely manner) * | No | 0/6 | |
Detail: Handling was disorganized and unresolved. The customer remained confused, and the agent did not bring the call to a clear solution or expert next step. | |||||
| q_2_5 | Knowledge | Did the agent ensured all the necessary additional information * | No | 0/4 | |
Detail: No necessary next-step information was given after verification failed, such as visiting a service center/biometric point or what documents/process would be needed. | |||||
| q_3_1 | Soft Skill | Did the agent actively listen to the caller? | Yes | 3/3 | |
Detail: Agent generally followed the customer's issue and continued checking the same SIM concern rather than shifting to another topic. | |||||
| q_3_2 | Soft Skill | Did the agent interrupt the caller? | Yes | 3/3 | |
Detail: No clear transcript evidence of the agent cutting off or talking over the customer. | |||||
| q_3_3 | Soft Skill | Did the agent show friendliness (positive tonality/ empathy/ courtesy) during the call? | No | 0/13 | |
Detail: Courtesy was inconsistent. Although the agent said 'দুঃখিত স্যার', he also used dismissive/awkward expressions like 'ও বাবা' multiple times, which reduced professionalism and empathy. | |||||
| q_3_4 | Soft Skill | Did the agent use magic words during the call? | Yes | 2/2 | |
Detail: Used a magic word: 'দুঃখিত স্যার'. | |||||
| q_3_5 | Soft Skill | Did the agent have appropriate energy/ liveliness/ confidence throughout the call? | No | 0/6 | |
Detail: Transcript shows confused and weak handling with several awkward responses, repeated checking, and no confident resolution, which affected customer understanding. | |||||
| q_3_6 | Soft Skill | Did the agent demostrated good sentence construction and correct pronounciation? | No | 0/10 | |
Detail: Sentence construction was often unclear or broken, e.g., 'আপনার নাম্বারটি প্রভিডেন্ট করুন', 'এই যে এনআইডি কার্ড ঠিক নেই মনে হয়, সেই ওইটা ঠিক আছে', causing confusion. | |||||
| q_3_7 | Soft Skill | Did the agent provide information which is completely understood by customer/ auditor in terms of pace and pitch? | No | 0/10 | |
Detail: Customer understanding was not achieved; the customer repeatedly asked follow-up questions and ended by implying someone else may explain better. | |||||
| q_3_8 | Soft Skill | Did the agent avoid using jargon (Internal technical term)? | Yes | 2/2 | |
Detail: Agent did not use internal technical jargon like CRM/CQC/ICMS in customer-facing explanation. | |||||
| q_3_9 | Soft Skill | Did the agent personalize the call? | Yes | 2/2 | |
Detail: Agent personalized the interaction by using respectful address and referring to the customer's specific Airtel number, NID, and DOB context. | |||||
| q_3_10 | General | Did the agent follow the right call transfer/ hold protocol? | N/A | -/- | |
Detail: No hold or transfer occurred, so this is auto-passed. | |||||
| q_4_1 | Closure | Did the agent comprehend at the end of the call? | No | 0/1 | |
Detail: Near the end, the agent did not check understanding or ask if any further help was needed. | |||||
| q_4_2 | Closure | Did the agent close the call according as per script | No | 0/1 | |
Detail: No professional closing with thanks/good wishes/salam was given; the call ended abruptly. | |||||
| q_5_1 | Wrap up | Did the agent capture all information correctly and completely in CRM? | N/A | -/- | |
Detail: No CRM/CQC/wrap-up metadata was provided, so capture accuracy cannot be verified. | |||||