Call 21112178584024471 2026-08-04 · Kartikey Chauhan · 3:31
| Campaign | Disposition | Could we hear it? | Language | Turns | Pitch type |
|---|---|---|---|---|---|
| IS_MFG_HR_HRPO_Opp_Aug26 | General Enquiry | full conversation 45 turns, clean transcript (0% inaudible) | Hindi | 45 | supply_led (campaign_name:medium) |
Audio: clear: Some background call center noise is present on the agent's side, but it does not affect transcription.
The four signals separate columns, separate owners
1 · Pitch adherence
the REP
3.0/10
no conversation
USP relevance:
none
2 · Customer quality
the LEAD we handed over
1
/4 flags
segment: construction
3 · Supply
US
spec_not_available
Customer's required custom length was not available for quantities below the 5-ton MOQ for de-coiling service.
4 · Sentiment
the CUSTOMER
0.12
confidence high · +16/−10
from 22 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 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 immediately asked for a requirement instead of leading with a supply or price hook.
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 only confirmed the monthly tonnage after the customer volunteered it; no other discovery questions were asked.
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:
price
The rate you had given was not competitive.
did well
Qualify
Thickness, in which thickness do you need this? ... Okay, 3.5 into 1500 into six... into 6300 होता है सर, है ना?
Closure with next step
ठीक है, चलो मैं आपको एक बारी पांच ton का बता देता हूं लगभग। आप बताना, मैं rate वगेरा बताता हूं आपको, ठीक है?
Summary
The customer, from the construction sector, immediately brought up past issues with uncompetitive pricing and unavailable custom lengths. The agent clarified that custom cuts require a 5-ton MOQ. He then successfully pivoted the customer to a standard-length product and ended the call by agreeing to send a quote for 5 tons of 3.5mm HR sheet.
Coaching
When a customer raises a past issue, acknowledge it before moving on. You missed the price objection entirely and skipped the opening and hook, which made the call feel abrupt.
Missed:
SL1 Opener & permission SL2 Hook (supply/price signal) SL3 Discovery (6 Qs) SL4 Pitch (2-3 USPs)
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 | Yes sir, good evening. This is Kartik speaking from JSW One. The agent did not use the customer's name or ask for permission to speak. |
| SL2 Hook (supply/price signal) | 2 | fail | – | 0.0 | Yes sir. Do you have any requirement for steel right now, sir? In the mild steel segment? The agent immediately asked for a requirement instead of leading with a supply or price hook. |
| SL3 Discovery (6 Qs) | 2 | fail | 1 | 0.0 | So it will be above five tons monthly, right? Agent only confirmed the monthly tonnage after the customer volunteered it; no other discovery questions were asked. |
| SL4 Pitch (2-3 USPs) | 1 | fail | – | 0.0 |
No USPs were pitched; the conversation focused on clarifying MOQ constraints for custom cutting. |
| SL5 Qualify | 2 | pass | – | 2.0 | Thickness, in which thickness do you need this? ... Okay, 3.5 into 1500 into six... into 6300 होता है सर, है ना? Despite the customer's initial complaint, the agent successfully captured the grade, thickness, and width for a potential new requirement. |
| SL6 Closure with next step | 1 | pass | – | 1.0 | ठीक है, चलो मैं आपको एक बारी पांच ton का बता देता हूं लगभग। आप बताना, मैं rate वगेरा बताता हूं आपको, ठीक है? The agent established a clear next step of providing a quote for a specific quantity, which the customer agreed to. |
Objections supplementary — never inside the /10
| Type | State | Customer said | Rep replied |
|---|---|---|---|
| price | mishandled | The rate you had given was not competitive. |
no response |
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 |
|---|---|---|---|---|---|---|---|---|---|
| 0.555 | 42.7s | 34.3s | 134.0s | 6.2s | 333.0 | 0 | 22 | 23 | 11 |
Transcript English, with the original speech underneath — the audit trail Download this transcript (.json)
customer
5.1s
Hello?
हेलो?
agent
5.7s
Hello?
हेलो?
customer
6.5s
Yes?
हां?
agent
7.3s
Yes sir, good evening. This is Kartik speaking from JSW One.
हां जी सर, good evening. कार्तिक बात कर रहा था JSW One से।
customer
10.3s
Yes, tell me.
हां बोलिए।
agent
11.1s
Yes sir. Do you have any requirement for steel right now, sir? In the mild steel segment?
हां जी सर। अभी आपको कुछ steel में requirement होगा सर? Mild steel segment में?
customer
14.5s
Sorry, I had one, sir. The rate you had given was not competitive. On top of that, the timing is not right. On top of that, the length that I need, you don't have it cut. The size I need is not there.
Sorry, था सर। वो आपका rate जो दिया था वो competitive नहीं है। ऊपर से timing नहीं है। ऊपर से आपको जो length चाहिए वो cut करके नहीं है। जो size चाहिए वो नहीं है।
agent
21.1s
Sir, size and length are available. What length do you need?
सर size और length तो मिल जाता है। क्या कितना length का आपको?
customer
23.2s
We have different lengths, sir.
हमको अलग अलग length रहता है सर।
customer
24.7s
No sir, see, on one side we have a construction.
नहीं सर, अभी देखो एक side में हमारा construction है।
agent
26.8s
Hmm hmm.
हम्म हम्म।
customer
27.8s
So there's a problem there, sir.
तो उधर प्रॉब्लम आता है सर।
agent
29.3s
Okay.
अच्छा।
customer
30.0s
We have a big deal like that happening, sir. If that happens, then our monthly consumption will go above five tons.
हमारा वैसा जैसा एक बड़ा ये deal हो रहा है सर हमारा। अगर वो होता है तो हमारा साल monthly five ton के ऊपर जाएगा।
agent
34.7s
Hmm hmm.
हम्म हम्म।
customer
35.3s
Five tons.
पांच ton.
agent
36.4s
Okay.
अच्छा।
agent
37.4s
So it will be above five tons monthly, right?
तो monthly five tons के ऊपर होगा, है ना?
customer
39.3s
Yes.
हां।
agent
39.9s
Hmm hmm hmm. Now see sir, to cut a custom length, they ask for a minimum of five tons in one thickness, it's the MOQ. Right? So that's why that issue came from our end.
हम्म हम्म हम्म। अब सर देखो custom length cut करने के लिए ना, एक thickness में पांच ton minimum मांगते हैं, MOQ है। है ना? तो इस वजह से issue आया वो हमारे end से।
customer
45.0s
Yes.
हां।
agent
46.2s
To de-coil the coil and cut it to your length, a minimum quantity of five tons is required for one size.
Coil को de-coil करके आपके length में ना काटने के लिए, उसमें पांच ton minimum quantity required रहती है एक size में ना।
customer
50.6s
Yes.
हां।
agent
51.5s
So it's happening because of that. Otherwise, we can give it to you in a standard cut. For a smaller quantity.
तो उस वजह से हो रहा है। बाकी standard cut में तो दे सकते हैं आपको। कम quantity.
customer
54.7s
Is the standard in 20 feet, sir?
Standard 20 feet में रहता है सर?
agent
56.5s
Hmm hmm hmm.
हम्म हम्म हम्म।
customer
57.4s
Is 20 feet available as standard with you?
20 feet available रहता है standard आपके पास?
agent
59.6s
Uh sir, 20 feet, yes, six meters is available. 6300 or 6 meters. This is available in 1500 width.
अह सर, 20 feet, हां, छह मिल जाता है। 6300 या 6 meter. ये तो मिल ही जाता है 1500 में।
customer
64.2s
That standard list of yours, sir, please send it to me.
वो आपका standard list जो है सर थोड़ा भेजिए तो मुझे।
agent
66.6s
Okay, this one.
अच्छा, ये वाला।
customer
67.8s
So we'll take something close to that, sir, from the standard ones.
तो हमारा उसके नजदीक में का पकड़ते है सर, standard में से तो।
agent
70.1s
Okay.
ठीक।
customer
70.6s
If it's a little more or less, it's fine. We do the cutting ourselves. 12 inches, one foot more or less is fine. It's not like we need it perfect every time.
क्या थोड़ा कम ज्यादा रहा तो चलता है। हम लोग cutting करके लेते हैं। 12 inch, एक foot कम ज्यादा रहा तो चलता है। हर वक्त हम perfect चाहिए ऐसा नहीं है।
agent
75.2s
Okay okay. What size do you need?
Okay okay. ये size क्या चाहिए आपको?
customer
76.7s
Sorry?
agent
77.3s
Thickness, in which thickness do you need this?
Thickness, कौनसी thickness में चाहिए ये?
customer
78.7s
3, 3. 3.5 mm, 1500 width.
agent
81.2s
Okay, 3.5 into 1500 into six... into whatever your size is, just tell me sir, I'll place the order... it's 6300, sir, right?
Okay, 3.5 into 1500 into छह... into जो आपका size है वो बोल दीजिए सर, मैं order कर... 6300 होता है सर, है ना?
customer
85.4s
Yes yes.
हां हां।
agent
86.3s
How many sheets and tons will it be?
कितने sheet और ton होगा?
customer
88.1s
Sir, how it is, that depends on the order, sir. It's different for different ones.
सर कैसा रहता है, वो अभी order पे रहता है सर। अलग अलग इसका अलग अलग रहता है।
agent
90.8s
Hmm hmm.
हम्म हम्म।
customer
91.9s
Okay.
अच्छा।
agent
93.2s
One minute. 3.5 into 1500 into 6300. Okay, let me tell you for about five tons once. You tell me, I'll tell you the rate and all, okay?
एक मिनट। 3.5 into 1500 into 6300. ठीक है, चलो मैं आपको एक बारी पांच ton का बता देता हूं लगभग। आप बताना, मैं rate वगेरा बताता हूं आपको, ठीक है?
customer
99.7s
Yes. Okay.
हां। Okay.