JSWOzonetel · Call Analysis

Call 21112178576147881 2026-08-03 · Abdul Ansari · 2:08

CampaignDispositionCould we hear it?Language TurnsPitch type
IS_MFG_HR_HRPO_Opp_Aug26 General Enquiry full conversation 43 turns, clean transcript (0% inaudible) Hindi 43 supply_led (campaign_name:medium)
Audio: clear: There is some minor background noise, but it does not affect transcription quality.

The four signals separate columns, separate owners

1 · Pitch adherence

the REP
0.0/10
no conversation
USP relevance: none

2 · Customer quality

the LEAD we handed over
0 /4 flags
clean lead

3 · Supply

US
none

4 · Sentiment

the CUSTOMER
+0.38
confidence high · +4/−0 from 11 hits
0.6*lexical + 0.4*prior

What to do differently next time biggest points lost first · the quotes are from real calls

−2.0 pts Opener & permission The agent did not use the customer's name or ask for permission to speak, jumping directly to asking for a requirement.
How Ronak Mehta did it on a 10.0/10 call —
AGENT: Yes, good evening sir. I was noticing, I am calling from JSW One, Raunak Mehta.
−2.0 pts Hook (supply/price signal) The agent did not lead with a price or availability hook to create interest, instead opening with a direct question for requirements.
How Ronak Mehta did it on a 10.0/10 call —
AGENT: The pricing is increasing even more, sir. It's going to open one and a half to two rupees higher on Monday.
−2.0 pts Discovery (6 Qs) The agent asked zero discovery questions; the entire conversation was about price for different thicknesses without context on the customer's business.
How Ronak Mehta did it on a 10.0/10 call —
AGENT: Okay, so what do you manufacture, sir, by the way?
objection The customer raised 1 objection you did not answer: send_price_will_think
CUSTOMER: Okay, I will tell you. I will ask and tell you today itself.

Summary

The agent re-engaged a lead who had a past price objection. The customer immediately raised the price issue again. The agent countered with a new base rate, which led to a detailed price discussion on various HR thicknesses. However, the agent failed to conduct any discovery or establish a firm next step, ending the call by asking the customer to send an inquiry via WhatsApp.

Coaching

When the customer objects on price, use it as a trigger to start discovery, not to get into a negotiation without knowing their business or volume.
Missed: SL1 Opener & permission SL2 Hook (supply/price signal) SL3 Discovery (6 Qs) SL4 Pitch (2-3 USPs) SL5 Qualify SL6 Closure with next step

Module 1 — step by step every result carries its evidence quote

StepWtResultQs EarnedEvidence from the transcript
SL1 Opener & permission 2 fail – 0.0
AGENT: Greetings sir, this is Abdul speaking from JSW. ... So I had called for that. Do you have any requirement for steel right now, sir?
The agent did not use the customer's name or ask for permission to speak, jumping directly to asking for a requirement.
SL2 Hook (supply/price signal) 2 fail – 0.0
AGENT: Do you have any requirement for steel right now, sir?
The agent did not lead with a price or availability hook to create interest, instead opening with a direct question for requirements.
SL3 Discovery (6 Qs) 2 fail 0 0.0
The agent asked zero discovery questions; the entire conversation was about price for different thicknesses without context on the customer's business.
SL4 Pitch (2-3 USPs) 1 fail – 0.0
The agent did not proactively pitch any USPs. The mention of 'cutting loading including' was a direct answer to a customer question, not a pitch.
SL5 Qualify 2 fail – 0.0
CUSTOMER: Not right now, I will let you know.
Although the agent asked for a requirement, he failed to qualify the customer's subsequent interest in specific sizes by not asking for quantity, grade, or delivery timeline.
SL6 Closure with next step 1 fail – 0.0
AGENT: I am sending a WhatsApp, okay? You can send me an inquiry if you have one.
The agent did not secure a committed next step; sending a WhatsApp and asking the customer to send an inquiry is a passive and non-specific closure.

Objections supplementary — never inside the /10

TypeStateCustomer saidRep replied
price handled
CUSTOMER: Your rates are coming too high, sir.
AGENT: The rate has come down now, sir. Will 56 250 work for you?
send_price_will_think mishandled
CUSTOMER: Okay, I will tell you. I will ask and tell you today itself.
AGENT: I am sending a WhatsApp, okay? You can send me an inquiry if you have one.

Conversation mechanics measured from turn timings, not judged by the LLM

Talk ratioAgent talkCustomer talk Dead airLongest monologueWPM InterruptsAgent turnsCust turns Q marks
0.653 34.8s 18.5s 74.7s 4.6s 337.9 0 21 22 4

Transcript English, with the original speech underneath — the audit trail Download this transcript (.json)

agent
0.3s
Hello
हेलो
customer
1.7s
Hello
हेलो
customer
2.6s
Yes.
हां जी।
agent
3.3s
Greetings sir, this is Abdul speaking from JSW.
नमस्कार सर, अब्दुल बात कर रहा हूं मैं JSW से।
customer
5.8s
Yes, yes sir.
हां जी, हां जी सर।
agent
6.7s
Your company was registered, sir, under the name Bharat Iron.
आपकी कंपनी रजिस्टर्ड थी सर भारत आयरन के नाम से।
customer
9.0s
Yes, yes.
हां जी, हां जी।
agent
9.8s
So I had called for that. Do you have any requirement for steel right now, sir?
तो उसके लिए फोन किया था मैंने। कुछ रिक्वायरमेंट है क्या सर आपको स्टील में अभी?
customer
12.2s
Not right now, I will let you know.
अभी तो नहीं है, मैं बता दूंगा आपको।
agent
14.0s
You had also given an inquiry here once, sir, but nothing could happen.
एक बार आप इंक्वायरी भी यहां दिए थे सर बट कुछ हो नहीं पाया था।
customer
16.0s
Your rates are coming too high, sir.
रेट ज्यादा आ रहे हैं सर आपके।
agent
17.7s
The rate has come down now, sir. Will 56 250 work for you?
अभी रेट कम हो गया सर। 56 250 चलेगा आपको?
customer
20.0s
What thing?
क्या चीज?
agent
20.9s
The rate has become 56, sir, currently.
56 का रेट हो गया सर अभी करंट में।
customer
22.8s
For what thing?
किस चीज का?
agent
23.6s
HR.
customer
24.5s
Which one in HR? 2 mm?
HR में कौन सा? 2 mm?
agent
25.8s
No.
नहीं।
agent
26.7s
From 2.8, from 2.8 to 12 mm. For 2 mm the rate goes up, the base rate is higher.
2.8 से 2.8 से 12 mm की। 2 mm पर रेट ऊपर जाता है, बेस रेट ऊपर।
customer
29.4s
56 250?
agent
30.7s
250 is the ongoing base rate.
250 बेस रेट चल रहा है।
customer
32.2s
Okay. Then where will I get this material for 56 250?
अच्छा। फिर कहां पे मिलेगा ये माल 56 250?
agent
34.4s
No, no sir, for 2 mm the rate will go up, right? The base rate is for anything between 2.8 to 12 mm. Otherwise, for 2 mm the rate will go up.
ये ये नहीं सर, 2 mm में रेट ऊपर जाएगा ना। बेस रेट है 2.8 से लेकर 12 mm के बीच में रहता है तो बेस रेट है। अदरवाइज जो 2 mm में रेट ऊपर जाएगा।
customer
39.0s
57... what will be the rate for 2.5? 2.5?
57... 2.5 क्या रेट रहेगा 2.5?
agent
40.9s
That will be your 50... it will be 57.
वही आपका 50... 57 हो जाएगा।
customer
42.8s
Huh?
हैं?
agent
43.5s
57 approx.
customer
44.5s
And 3 mm?
और 3 mm?
agent
45.6s
56 250.
customer
46.5s
And where is this rate for?
और कहां पे है ये रेट?
agent
47.6s
Ex-Ghaziabad.
customer
48.9s
Cut to size or how?
काट-पीट के या कैसे?
agent
50.2s
Cut to size, cutting loading including.
काट-पीट के, कटिंग लोडिंग इंक्लूडिंग।
customer
51.9s
Ex-Ghaziabad for 56 250?
Ex-Ghaziabad 56 250 में?
agent
53.4s
Hmm. Between 3 mm to 12 mm.
हम्म। तीन mm से लेके 12 mm के बीच में।
customer
55.6s
Okay, I will tell you. I will ask and tell you today itself.
ठीक है, मैं आपको बताता हूं। आज ही पूछ के बताता हूं।
agent
57.9s
I am sending a WhatsApp, okay? You can send me an inquiry if you have one.
मैं WhatsApp कर दे रहा हूं, ठीक है? आप मुझे इंक्वायरी भेज दीजिएगा होगा तो।
customer
60.4s
Okay.
ठीक है।
customer
61.1s
Have the rates reduced somewhat?
कुछ रेट कम हुए हैं?
agent
62.4s
What reduction, that same base rate is ongoing. After reduction, the rate is 56 250.
कम क्या वही रेट बेस रेट वही चल रहा है। कम हो कर 56 250 के रेट चल रहा है।
customer
65.2s
Okay ji.
ठीक है जी।
agent
66.3s
I will reduce it a bit, okay.
कुछ कम कर दूंगा, ठीक है।
customer
67.7s
Okay ji.
ठीक है जी।