Call 21112178583638061 2026-08-04 · dhruv · 2:16
| Campaign | Disposition | Could we hear it? | Language | Turns | Pitch type |
|---|---|---|---|---|---|
| IS_MFG_HR_HRPO_Opp_Aug26 | No_requirement | full conversation 38 turns, clean transcript (0% inaudible) | Hindi | 38 | supply_led (campaign_name:medium) |
Audio: noisy: Significant background noise and chatter on both sides, particularly the customer's, which slightly impacts clarity.
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
+0.35
confidence high · +8/−0
from 8 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
Agent identified themself and the company but did not 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)
Agent did not lead with a supply or price hook, instead immediately asked 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)
Agent asked no discovery questions; the customer drove the conversation about a past inquiry and payment terms.
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:
credit
Can't it be on credit? Credit?
Summary
The agent contacted a customer who recalled a previous inquiry that was never quoted. The customer immediately asked about payment terms and credit, which the agent shut down without explaining the policy. The agent failed to follow the pitch structure, conducting no discovery or pitching any benefits, and the call ended passively.
Coaching
You must follow the call structure. After the opener, deliver the hook and then ask discovery questions to understand the customer's business before discussing requirements or payment terms.
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 |
Agent identified themself and the company but did not ask for permission to speak. |
| SL2 Hook (supply/price signal) | 2 | fail | – | 0.0 |
Agent did not lead with a supply or price hook, instead immediately asked for requirements. |
| SL3 Discovery (6 Qs) | 2 | fail | 0 | 0.0 |
Agent asked no discovery questions; the customer drove the conversation about a past inquiry and payment terms. |
| SL4 Pitch (2-3 USPs) | 1 | fail | – | 0.0 |
No USPs were pitched as no discovery was performed. |
| SL5 Qualify | 2 | fail | – | 0.0 |
Agent asked for a requirement but did not capture any specific details (grade, thickness, etc.) as the customer did not provide one. |
| SL6 Closure with next step | 1 | fail | – | 0.0 |
No committed next step was set; the call ended with a passive 'let me know if there is anything'. |
Objections supplementary — never inside the /10
| Type | State | Customer said | Rep replied |
|---|---|---|---|
| credit | mishandled | Can't it be on credit? Credit? |
No sir, it can't be on credit. |
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 |
|---|---|---|---|---|---|---|---|---|---|
| 0.512 | 24.9s | 23.7s | 87.4s | 3.6s | 274.7 | 0 | 16 | 22 | 5 |
Transcript English, with the original speech underneath — the audit trail Download this transcript (.json)
customer
1.0s
Hello.
हॅलो.
customer
2.0s
Hello.
हॅलो.
customer
3.0s
Iron Build Systems.
customer
4.4s
Hello.
हॅलो.
customer
5.3s
Iron Build Systems.
agent
7.4s
Vijay sir, I was calling from JSW One and JSW Steel Works Mumbai.
विजय सर, मैं बोल रहा था JSW One and JSW Steel Works Mumbai से।
customer
11.5s
You?
आप?
agent
12.3s
JSW One and JSW Steel Works Mumbai.
customer
14.5s
Yes yes, yes, speak.
हां हां, हां जी, बोलिए।
agent
16.0s
Um sir, I just wanted to know, sir, are you looking for any requirement in sheet metals, etc.?
अं सर वही जानना था सर, कुछ requirement देख रहे हैं sheet metals वगेरा में?
customer
20.0s
For SS, are you saying MS?
SS के लिए MS बोल रहे?
agent
21.6s
MS MS sir, we don't do SS, sir.
MS MS सर, SS नहीं करते सर हम।
customer
23.6s
What?
क्या?
agent
24.2s
We don't do SS, sir, we only do MS.
SS नहीं करते सर, हम MS में ही करते हैं।
customer
26.7s
MS, okay.
MS, अच्छा।
agent
28.5s
No, the requirement is for MS only, sir.
नहीं, MS का ही चाहिए रहता है सर requirement.
customer
30.8s
In between, I had made an inquiry, its offer didn't come.
बीच में मैं एक inquiry किया था, उसका offer नहीं आया था।
agent
33.6s
What what what? You had given an inquiry in between, then what happened?
क्या क्या क्या? बीच में आपने inquiry दिया था, फिर क्या हुआ था?
customer
36.0s
I had actually made an inquiry with them.
मैं actually इनका एक inquiry किया था।
agent
38.2s
Yes.
हां।
customer
39.1s
So the offer didn't come.
तो offer नहीं आया था।
agent
40.6s
Okay. You had given it for a second plate, right?
ठीक है। Second plate का दिया था ना आपने?
customer
43.4s
Okay. No, at that time, sir, the material must have been out of stock then.
अच्छा। नहीं, उस टाइम पे सर material out of stock होगा तभी।
customer
46.2s
What are your payment terms?
Payment terms क्या रहता है आपका?
agent
47.9s
Payment terms are advance.
Payment terms advance रहते हैं।
customer
50.2s
Advance?
agent
51.0s
Yes.
हां।
customer
51.6s
Can't it be on credit?
Credit में नहीं हो सकता?
agent
53.1s
Sorry?
customer
53.7s
Can't it be on credit? Credit?
Credit में नहीं हो सकता? Credit?
agent
55.0s
No sir, it can't be on credit.
नहीं सर, credit में नहीं हो सकता।
customer
57.2s
Yes.
हां।
customer
58.3s
What is it, you must get a discount on advance payment? How much discount?
क्या है, advance में discount तो मिलता होगा? कितना discount?
agent
60.8s
Yes sir, it happens.
हां सर, होता है ना।
customer
62.1s
Yes yes, so I will tell you, okay.
हां हां, तो बताएंगे आपको मैं, चलो ना।
agent
64.4s
Okay sir, if there is anything, let me know.
ठीक है सर, कुछ रहता है तो बताइएगा।
customer
66.2s
Yes.
हां जी।
agent
66.8s
Okay.