Straits Retail Bank
Marcus Lim
Team Bravo · started Dec 2025
95.9
PeriodGroup by1 conversations
Conversations
1
Average score
95.9
NRIC breaches
0
Open coaching
0
Performance by week
1 periodsw/c 14 Jun
Average score per week
| Week | Audits | Average | Auto-fails | Breaches |
|---|---|---|---|---|
| w/c 14 Jun | 1 | 95.9% | 0 | 0 |
Score history
Not enough data for a trend
Weakest criteria
Pass rate, worst first — where to coach.
Did the agent open with the approved greeting and identify themselves?100%
Was the caller's identity verified before account details were discussed?100%
Did the agent request or accept NRIC digits as a means of verifying identity?100%
Did the agent avoid collecting personal data beyond what the task required?100%
Did the agent demonstrate active listening?100%
Was the information the agent provided accurate and complete?100%
Was the issue resolved, or a clear next step and owner given?100%
Coaching timeline
Was the information the agent provided accurate and complete?
10 Jul · done · 66 → 88