Evaluation Report
Score overview and question-level quality findings.
49 / 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, সজীব 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 polite assistance-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 clarification to validate the issue source: 'এই নাম্বার থেকে স্যার?' before checking the account. | |||||
| q_2_2 | Knowledge | Did the agent use System probing questions to understand to validated the caller's need/security probing * | N/A | -/- | |
Detail: Agent said 'আমি একবার চেক করে জানাচ্ছি' but no verifiable system/security probing metadata was provided. | |||||
| q_2_3 | Knowledge | Did the agent provide complete information? * | No | 0/15 | |
Detail: Agent shared deduction reasons, but gave contradictory/confusing information about the VAS. He said a VAS was active and charged, then later said only customer two-step consent can activate it, while customer denied any action. The explanation did not clearly resolve how the charge occurred or identify the service properly. | |||||
| q_2_4 | Knowledge | Did the agent close the call with Expertise? (timely manner) * | No | 0/6 | |
Detail: Handling was not fully expert/organized. The core concern about unauthorized charge remained unresolved and the call ended abruptly without a proper wrap-up. | |||||
| q_2_5 | Knowledge | Did the agent ensured all the necessary additional information * | No | 0/4 | |
Detail: Agent did not provide necessary next-step support for disputed/unauthorized charge, such as complaint/escalation or any follow-up path after the customer denied consent. | |||||
| q_3_1 | Soft Skill | Did the agent actively listen to the caller? | Yes | 3/3 | |
Detail: Agent understood the issue was balance deduction and responded to that issue without making the customer repeat the same complaint multiple times. | |||||
| q_3_2 | Soft Skill | Did the agent interrupt the caller? | Yes | 3/3 | |
Detail: No clear transcript evidence of interruption or talking 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 respectful address, and apologized: 'দুঃখিত স্যার, সমস্যার জন্য'. | |||||
| q_3_4 | Soft Skill | Did the agent use magic words during the call? | Yes | 2/2 | |
Detail: Used clear magic words such as 'দুঃখিত' and 'ধন্যবাদ'. | |||||
| q_3_5 | Soft Skill | Did the agent have appropriate energy/ liveliness/ confidence throughout the call? | Yes | 6/6 | |
Detail: No clear transcript evidence of low confidence; agent sounded generally assured while checking and explaining. | |||||
| q_3_6 | Soft Skill | Did the agent demostrated good sentence construction and correct pronounciation? | Yes | 10/10 | |
Detail: Most sentences were understandable and structured, despite minor awkward phrasing near the end. | |||||
| 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 remained unconvinced and repeated concern after explanation: 'আমি তো কোনো সার্ভিসই চালু করি না' and later 'শুধু একটা ফোন আসছিল... কোনো ডায়ালও করিনি,' showing the explanation did not fully land. | |||||
| q_3_8 | Soft Skill | Did the agent avoid using jargon (Internal technical term)? | Yes | 2/2 | |
Detail: Agent avoided internal system jargon; customer-facing language was simple. | |||||
| q_3_9 | Soft Skill | Did the agent personalize the call? | Yes | 2/2 | |
Detail: Agent personalized by referring to the customer's specific account deductions and using respectful address naturally throughout. | |||||
| q_3_10 | General | Did the agent follow the right call transfer/ hold protocol? | N/A | -/- | |
Detail: Agent asked permission before hold: 'আমি কি আপনাকে কিছুক্ষণ অপেক্ষা রাখতে পারি?' and thanked the customer after returning. | |||||
| q_4_1 | Closure | Did the agent comprehend at the end of the call? | No | 0/1 | |
Detail: No end-of-call comprehension check or further assistance offer was given. | |||||
| q_4_2 | Closure | Did the agent close the call according as per script | No | 0/1 | |
Detail: Call did not end with a professional closing; no proper thanks/good wish/salam at the end. | |||||
| 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. | |||||