Call 21112178576185761 2026-08-03 · Ganesh · 1:28
| Campaign | Disposition | Could we hear it? | Language | Turns | Pitch type |
|---|---|---|---|---|---|
| IS_MFG_HR_HRPO_Opp_Aug26 | General Enquiry | full conversation 16 turns, clean transcript (0% inaudible) | Hindi | 16 | supply_led (campaign_name:medium) |
Audio: clear: Some background noise is present. The agent's last few words are faint.
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
+0.28
confidence high · +4/−1
from 4 hits
0.6*lexical + 0.4*prior
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 greeted and identified himself, but did not use the customer's name or ask for permission to speak.
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 used a generic follow-up opening instead of a supply-led hook with a specific price or availability benefit.
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 no discovery questions; the customer interrupted the opening to state a requirement directly.
How Ronak Mehta did it on a
10.0/10 call —
AGENT: Okay, so what do you manufacture, sir, by the way?
Summary
The agent made a follow-up call where the customer immediately complained about not receiving responses to past inquiries. The customer then provided a large requirement for over 100 tons of 120mm material. The agent did not follow the pitch structure, failed to qualify the requirement fully, and ended the call by moving to WhatsApp to check for availability without a firm commitment.
Coaching
When a customer complains about past service, acknowledge their frustration first before trying to solve the problem; this builds trust more effectively than questioning their experience.
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
| Step | Wt | Result | Qs | Earned | Evidence from the transcript |
|---|---|---|---|---|---|
| SL1 Opener & permission | 2 | fail | – | 0.0 | Hello? Yes sir, good evening. This is Ganesh speaking from the JSW One platform. The agent greeted and identified himself, but did not use the customer's name or ask for permission to speak. |
| SL2 Hook (supply/price signal) | 2 | fail | – | 0.0 | I just called for a follow-up, sir, to ask if you have any planning this month, any project or something going on for which you have a requirement... The agent used a generic follow-up opening instead of a supply-led hook with a specific price or availability benefit. |
| SL3 Discovery (6 Qs) | 2 | fail | 0 | 0.0 |
The agent asked no discovery questions; the customer interrupted the opening to state a requirement directly. |
| SL4 Pitch (2-3 USPs) | 1 | fail | – | 0.0 |
No discovery was performed, and consequently no USPs were pitched. |
| SL5 Qualify | 2 | fail | – | 0.0 | 120? ... Yes, 120 diameter by 10 meter. The agent did not capture the full requirement details (grade, location, delivery date) after the customer provided the initial spec. |
| SL6 Closure with next step | 1 | fail | – | 0.0 | I am sending you a 'hi' on WhatsApp. I will check with your team, till then I will check with my team. The next step was to 'check with the team', which is not a committed action with an agreed turnaround time for a quote. |
Conversation mechanics measured from turn timings, not judged by the LLM
| Talk ratio | Agent talk | Customer talk | Dead air | Longest monologue | WPM | Interrupts | Agent turns | Cust turns | Q marks |
|---|---|---|---|---|---|---|---|---|---|
| 0.618 | 20.2s | 12.5s | 55.3s | 7.4s | 415.8 | 0 | 9 | 7 | 5 |
Transcript English, with the original speech underneath — the audit trail Download this transcript (.json)
agent
1.0s
Hello?
customer
1.7s
Hello?
agent
2.6s
Hello? Yes sir, good evening. This is Ganesh speaking from the JSW One platform.
Hello? जी सर, good evening. गणेश बात कर रहा था JSW One platform से।
customer
6.4s
Yes sir, tell me.
हां जी सर, बताइए।
agent
7.6s
Yes. Actually sir, you had registered on our website under the name BB Metals. And maybe you had also shared an inquiry once or twice. So, I don't know if anything happened further or not. I just called for a follow-up, sir, to ask if you have any planning this month, any project or something going on for which you have a requirement...
जी। Actually सर आपने हमारे website में registration किया हुआ था, BB Metals के नाम से। और शायद एक दो बार आपने inquiry भी share किया था। So, I don't know, आगे कुछ हुआ की नहीं हुआ। बस एक follow up के लिए call किया था सर की अभी इस month में कोई planning, कुछ project वगेरा चल रहा है आपका जिसके लिए requirement...
customer
15.2s
Sir, we take material daily, but I have made an inquiry with you so many times, I don't get any response.
सर हम तो रोज़ ही material लेते हैं but आपका इतनी बार inquiry करी है, कोई response तो मिलता नहीं है।
agent
19.2s
You didn't get a response?
Response नहीं आया था आपको?
customer
20.0s
Hmm.
हम्म।
agent
20.2s
Until now, as I can see, an inquiry has been created for you twice here.
अभी तक, जैसे दो बार इसका मैं देख पा रहा हूं, दो बार तो inquiry आपके बनी है यहां पर।
customer
22.5s
Even now, you can tell me again, I need 120 mm, 2.5 by 10 material, five plates. This material will be over 100 tons.
अभी भी आप दोबारा बता दीजिए, मेरेको 120 mm का, 2.5, 10 का माल चाहिए मेरेको, पांच plate। 100 ton से ऊपर बैठेगा यह माल।
agent
27.0s
120?
customer
27.5s
Yes, 120 diameter by 10 meter.
हां, 120 diameter by 10 meter.
agent
29.5s
Will you WhatsApp me once, sir? I am sending you a 'hi' on WhatsApp. I will check with your team, till then I will check with my team.
एक बार मेरेको मेरेको WhatsApp करेंगे सर? मैं आपको WhatsApp पे hi भेज रहा हूं। मैं आपकी टीम से, तब तक मैं टीम से check कर लेता हूं।
customer
32.8s
Yes, please send it.
हां जी, भेज दीजिए।
agent
33.5s
The price and all as well.
Price वगेरा भी।
agent
34.2s
The price and all as well.
Price वगेरा भी।