Straits Retail Bank
Marcus Lim
Team Alpha · started Mar 2026
98.6
PeriodGroup by6 conversations
Conversations
6
Average score
98.6
NRIC breaches
2
Open coaching
0
Performance by week
4 periodsw/c 14 Jun
w/c 21 Jun
w/c 19 Jul
w/c 26 Jul
Average score per week
| Week | Audits | Average | Auto-fails | Breaches |
|---|---|---|---|---|
| w/c 26 Jul | 2 | 97.8% | 1 | 1 |
| w/c 19 Jul | 2 | 100.0% | 1 | 1 |
| w/c 21 Jun | 1 | 98.3% | 0 | 0 |
| w/c 14 Jun | 1 | 98.1% | 0 | 0 |
Score history
Weakest criteria
Pass rate, worst first — where to coach.
Did the agent request or accept NRIC digits as a means of verifying identity?67%
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 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 issue resolved, or a clear next step and owner given?
13 Jul · done · 64 → 71