75 / 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, পলি বলছি। আজকে আপনাকে কীভাবে সহযোগিতা করতে পারি?' | |||||
| q_1_2 | Greeting | Did the agent greet with friendly/ welcoming tone? | Yes | 2/2 | |
Detail: Opening was respectful, welcoming, and service-oriented. | |||||
| 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 understand the issue, including confirming deregistration and asking when it happened: 'আপনি কি সেটা ডি-রেজিস্ট্রেশন করে দিয়েছেন?' and 'কতদিন আগে...' | |||||
| q_2_2 | Knowledge | Did the agent use System probing questions to understand to validated the caller's need/security probing * | N/A | -/- | |
Detail: N/A in current phase because no Robi system/API/security verification metadata is provided. | |||||
| q_2_3 | Knowledge | Did the agent provide complete information? * | Yes | 15/15 | |
Detail: Agent gave the core process clearly: within 7 days customer must visit Robi Sheba Center to re-register in own name; after 7 days it cannot be taken. Also answered full-number viewing process with NID and biometric verification, and clarified charge: viewing/deregistration no charge, re-registration 350 taka. | |||||
| q_2_4 | Knowledge | Did the agent close the call with Expertise? (timely manner) * | Yes | 6/6 | |
Detail: Overall handling was organized and timely; agent understood the deregistration/reactivation concern and addressed the follow-up questions clearly. | |||||
| q_2_5 | Knowledge | Did the agent ensured all the necessary additional information * | Yes | 4/4 | |
Detail: Agent provided necessary next-step details: visit Robi Sheba Center before 7 days, carry NID information, biometric fingerprint verification, and informed applicable charge for re-registration. | |||||
| q_3_1 | Soft Skill | Did the agent actively listen to the caller? | Yes | 3/3 | |
Detail: Agent generally listened and responded to the customer's actual issue; only one brief clarification was needed. | |||||
| q_3_2 | Soft Skill | Did the agent interrupt the caller? | Yes | 3/3 | |
Detail: No clear transcript evidence of interruption or speaking over the customer. | |||||
| q_3_3 | Soft Skill | Did the agent show friendliness (positive tonality/ empathy/ courtesy) during the call? | Yes | 13/13 | |
Detail: Agent remained polite and courteous throughout, used empathy/apology such as 'দুঃখিত বিষয়টির জন্য' and respectful address 'স্যার'. | |||||
| q_3_4 | Soft Skill | Did the agent use magic words during the call? | Yes | 2/2 | |
Detail: Used courtesy words including 'দুঃখিত', 'ধন্যবাদ', and 'ভালো থাকবেন'. | |||||
| q_3_5 | Soft Skill | Did the agent have appropriate energy/ liveliness/ confidence throughout the call? | Yes | 6/6 | |
Detail: Transcript shows confident and steady handling overall; no clear evidence of uncertainty affecting service. | |||||
| q_3_6 | Soft Skill | Did the agent demostrated good sentence construction and correct pronounciation? | No | 0/10 | |
Detail: Sentence construction became broken/confusing at points, e.g. 'আপনার নাম্বার আপনার কল—না, আপনার একটি নাম্বার...' and 'স্যার, সেক্ষেত্রে আপনি কি যদি...'; this fails Robi's strict sentence-structure rule. | |||||
| q_3_7 | Soft Skill | Did the agent provide information which is completely understood by customer/ auditor in terms of pace and pitch? | Yes | 10/10 | |
Detail: No clear evidence that the customer failed to understand due to pace/pitch; customer accepted the explanation and moved to follow-up questions. | |||||
| q_3_8 | Soft Skill | Did the agent avoid using jargon (Internal technical term)? | Yes | 2/2 | |
Detail: Agent avoided internal system jargon and used customer-friendly language. | |||||
| q_3_9 | Soft Skill | Did the agent personalize the call? | Yes | 2/2 | |
Detail: Agent personalized the call by addressing the customer as 'স্যার' multiple times. | |||||
| q_3_10 | General | Did the agent follow the right call transfer/ hold protocol? | N/A | -/- | |
Detail: N/A in current phase; hold/transfer protocol is excluded from scoring. | |||||
| q_4_1 | Closure | Did the agent comprehend at the end of the call? | No | 0/1 | |
Detail: Agent did not ask a comprehension check or offer further assistance near the end despite having the opportunity. | |||||
| q_4_2 | Closure | Did the agent close the call according as per script | Yes | 1/1 | |
Detail: Closing was professional and polite: 'অনেক ধন্যবাদ... ভালো থাকবেন... আসসালামু আলাইকুম।' | |||||
| q_5_1 | Wrap up | Did the agent capture all information correctly and completely in CRM? | N/A | -/- | |
Detail: N/A in current phase because no CRM/CQC/wrap-up metadata is provided. | |||||