Straits Retail Bank
Ravi Kumar
Team Alpha · started Sept 2025
94.3
PeriodGroup by3 conversations
Conversations
3
Average score
94.3
NRIC breaches
0
Open coaching
0
Performance by week
3 periodsw/c 14 Jun
w/c 28 Jun
w/c 19 Jul
Average score per week
| Week | Audits | Average | Auto-fails | Breaches |
|---|---|---|---|---|
| w/c 19 Jul | 1 | 88.6% | 0 | 0 |
| w/c 28 Jun | 1 | 98.0% | 0 | 0 |
| w/c 14 Jun | 1 | 96.2% | 0 | 0 |
Score history
Weakest criteria
Pass rate, worst first — where to coach.
Did the agent open with the approved greeting and identify themselves?67%
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
No coaching items raised.