Call 21112178584320531 2026-08-04 · Kartikey Chauhan · 5:14
| Campaign | Disposition | Could we hear it? | Language | Turns | Pitch type |
|---|---|---|---|---|---|
| IS_MFG_HR_HRPO_Opp_Aug26 | Onboarded | full conversation 82 turns, clean transcript (0% inaudible) | Hindi | 82 | supply_led (campaign_name:medium) |
Audio: clear: The conversation is heavily code-mixed with English, especially for industry-specific terms.
The four signals separate columns, separate owners
1 · Pitch adherence
the REP
5.0/10
short or unclear
USP relevance:
matched
2 · Customer quality
the LEAD we handed over
0
/4 flags
clean lead
3 · Supply
US
not_in_stockyard
Agent stated HR3 would be an MTO (mill order) and needed to perform a stock check for other specific thicknesses the customer requested.
4 · Sentiment
the CUSTOMER
+0.25
confidence high · +5/−6
from 18 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 ask for permission to speak (e.g., 'is this a good time').
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
Qualify
The agent did not capture a specific, current requirement (grade, thickness, qty, date) to quote against; the conversation remained a general pricing inquiry.
How Ronak Mehta did it on a
10.0/10 call —
AGENT: Yes, this requirement you had put in on the 15th-16th, have you purchased all this or have you put it on hold?
−1.0 pts
Discovery (6 Qs)
The agent asked about the business type; other key information like tonnage, current supplier, and payment terms were volunteered by the customer.
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
No, how much extra do you charge for 2.2?
did well
Hook (supply/price signal)
No sir, see, the E250A grade that is there, that is in ready stock.
Pitch (2-3 USPs)
We also get the delivery done, I mean, through logistics. So I will give you the FOR rate only.
Summary
The customer, a large-volume manufacturer (800-900 MT/month), began the call frustrated with JSW's past non-responsiveness. The agent successfully re-engaged him by offering readily available stock. The conversation became a detailed pricing discussion for various HR coil thicknesses, with the customer requesting quotes for both cash and credit terms. The call ended with the agent promising to check stock and call back with pricing.
Coaching
When a customer asks for general pricing across many items, try to narrow them down to a specific trial order (e.g., 'Let's get you a quote for 10 tons of the 2.9mm to start') to make the quote concrete and actionable.
Missed:
SL1 Opener & permission SL3 Discovery (6 Qs) SL5 Qualify
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 |
The agent did not ask for permission to speak (e.g., 'is this a good time'). |
| SL2 Hook (supply/price signal) | 2 | pass | – | 2.0 | No sir, see, the E250A grade that is there, that is in ready stock. After the customer's initial objection, the agent successfully used a clear availability hook to re-engage. |
| SL3 Discovery (6 Qs) | 2 | partial | 4 | 1.0 | Okay. So sir, what is your work? Is it a manufacturing firm? The agent asked about the business type; other key information like tonnage, current supplier, and payment terms were volunteered by the customer. |
| SL4 Pitch (2-3 USPs) | 1 | pass | – | 1.0 | We also get the delivery done, I mean, through logistics. So I will give you the FOR rate only. The agent pitched relevant USPs like FOR pricing and the standard credit policy in direct response to the customer's questions. |
| SL5 Qualify | 2 | fail | – | 0.0 |
The agent did not capture a specific, current requirement (grade, thickness, qty, date) to quote against; the conversation remained a general pricing inquiry. |
| SL6 Closure with next step | 1 | pass | – | 1.0 | Okay, fine. I'll just check the stock and tell you. Okay? I'll call you. The agent committed to a clear next step of checking stock and calling back, which the customer accepted. |
Objections supplementary — never inside the /10
| Type | State | Customer said | Rep replied |
|---|---|---|---|
| incumbent_supplier | handled | It's just that you guys make a lot of queries. You people ask for our requirement, then you disappear. |
No sir, see, the E250A grade that is there, that is in ready stock. I can service that in five tons. |
| credit | handled | Yes, tell me the FOR and will you give credit? |
Uh, we do give credit, sir, like but not on first order. Right? |
| price | mishandled | No, how much extra do you charge for 2.2? |
Now sir, how much it is for 2.2, I will have to ask the category for that. |
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 | 70.0s | 66.8s | 177.2s | 6.1s | 342.9 | 0 | 39 | 43 | 17 |
Transcript English, with the original speech underneath — the audit trail Download this transcript (.json)
customer
4.8s
Hello?
हेलो?
agent
5.5s
Hello?
हेलो?
customer
6.3s
Yes.
हां जी।
agent
7.0s
Yes sir, good evening. This is Kartik, I was calling from JSW One.
हां जी सर, गुड इवनिंग। कार्तिक है, बात कर रहा था JSW One से।
customer
10.0s
Yes, tell me.
हां जी बोलिए।
agent
10.8s
Uh sir, in NVK Technoshine, do you have any requirement for HR etc. in steel?
अह सर, NVK Technoshine में अभी आपका रिक्वायरमेंट होगा सर HR वगेरा में कुछ स्टील में?
customer
14.2s
It's not NVK Technoshine, it's NVK, but yes, tell me.
NVK Technoshine नहीं है, NVK है, बट हां बताइए।
customer
16.2s
It's just that you guys make a lot of queries. You people ask for our requirement, then you disappear.
बस आपके यहां पे ना, आप काफी क्वेरीज करते हैं। आप लोग हमारी रिक्वायरमेंट पूछते हैं, फिर गायब हो जाते हो।
agent
19.8s
We disappear, sir?
गायब हो जाते हैं सर?
customer
20.6s
Yes, you disappear.
हां, गायब हो जाते हो।
agent
21.8s
Okay.
अच्छा।
customer
22.2s
You must have some data, right? How many times you've spoken to this number, who all spoke, when they spoke.
कोई डेटा तो होता है ना, किस नंबर आपने कितनी बारी बात की, किस-किस ने बात की, कब-कब बात की।
agent
25.0s
Hmm hmm. Like I'm seeing the last inquiry, you had given for HR3, I think, in 2.3 mm.
हम्म हम्म। ये जैसे लास्ट इंक्वायरी मैं देख रहा हूं, आपने HR3 का दिया था शायद, 2.3 mm में।
agent
28.6s
Right? So they had marked that as lower than MOQ.
है ना? तो वो तो इन्होंने लोअर देन MOQ मार्क कर दिया था।
customer
30.8s
What had they marked?
क्या मार्क कर दिया था?
agent
31.6s
Lower than MOQ, meaning it must be less than the minimum order quantity for you.
लोअर देन MOQ, मतलब मिनिमम ऑर्डर क्वांटिटी से कम होगा आपका ना।
customer
34.3s
Hey sir, you yourselves say, "Sir, give an order for five tons, give an order for ten tons." We tell you, I said, "Okay, tell me for ten."
अरे सर, खुद बोल रहे हैं, सर पांच टन का ऑर्डर दे दो, दस टन का ऑर्डर दे दो। हम बता देते हैं, मैंने कहा ठीक है दस बता दो।
customer
37.5s
I said I take a full twenty, twenty-five monthly. Now my... brother, why don't we get this revert?
मैंने कहा मैं तो पूरा बीस पच्चीस लेता हूं मंथली। अब मेरी... भाई ये ये रिवर्ट हमें क्यों नहीं मिलता है?
customer
40.4s
And this has happened many times over the years.
एंड ये ओवर द इयर्स बहुत बारी हो चुका है।
agent
42.1s
Hmm hmm.
हम्म हम्म।
customer
42.8s
Meaning, there have been many queries before as well. You people are calling, you've set up a call center, but you are not solving the query at all.
मतलब पहले भी बहुत बारी क्वेरीज हुई हैं। आप लोग फोन कर रहे हो, कॉल सेंटर बना रखा है, लेकिन आप क्वेरी तो सॉल्व कर ही नहीं रहे हो।
agent
47.2s
Okay.
अच्छा।
agent
47.8s
No sir, see, the E250A grade that is there, that is in ready stock. I can service that in five tons.
नहीं सर, देखिए अभी जो E250A ग्रेड होता है ना, वो तो रेडी स्टॉक में रहता है। वो पांच टन में तो सर्विस कर सकता हूं।
customer
51.3s
Tell me, what is the rate?
बताओ क्या रेट है?
agent
52.1s
That HR3 and all, I will have to give as MTO, sir, less than this.
वो HR3 and all तो MTO देना पड़ेगा मुझे, सर, इससे कम।
customer
54.1s
CTL, CTL, FOR, what is the rate? 60 days payment.
CTL, CTL, FOR, क्या रेट है? 60 days payment.
agent
56.4s
Uh sir, we can do CTL at any size you want. We also get the delivery done, I mean, through logistics. So I will give you the FOR rate only.
अह सर, CTL तो कर देंगे at any size you want. डिलीवरी भी हम मतलब करवा ही देते हैं लॉजिस्टिक्स से। तो FOR रेट ही दूंगा आपको।
agent
61.4s
From the plant, sir, it comes as FOR only. Right?
अभी प्लांट से तो सर FOR ही आता है। राइट?
customer
63.2s
Hmm hmm.
हम्म हम्म।
agent
64.2s
But the stockyard I have in Ghaziabad, where they keep E250A grade, right?
बट जो अभी गाजियाबाद में स्टॉकयार्ड है मेरा, जहां पे E250A ग्रेड रखते हैं, है ना?
customer
67.1s
Yes.
हां।
agent
67.8s
So from there you can either do a self-pickup, or else I will give it at the FOR rate accordingly, whatever it is.
तो वहां से आप सेल्फ पिकअप कर सकते हो इदर, या फिर मैं फिर FOR रेट पे दे दूंगा अकॉर्डिंगली जैसा भी।
customer
72.2s
Hmm.
हम्म।
agent
73.0s
Will it proceed?
प्रोसीड करेगा?
customer
74.2s
Tell me, what all offers do you have?
बताओ, वो क्या क्या ऑफर है आपका?
agent
76.0s
No sir, so is this the grade you need, HR3?
नहीं सर, तो ग्रेड आपको यही लगता है, HR3?
customer
78.1s
No, I had queried for HR3 because I, I use Tata, so I wasn't getting it from Tata. Anyway, my coil has arrived.
नहीं, HR3 की तो मैंने क्वेरी की थी बिकॉज़ मुझे, मैं Tata यूज़ करता हूं तो मुझे Tata से मिल नहीं रहा था। वैसे आ गया मेरा कॉइल।
agent
81.8s
Okay.
अच्छा।
customer
82.8s
Yes.
हां।
customer
83.8s
Sir, my... you quote the price. I mean, monthly we consume 800 to 900 tons, HR, HR.
सर मेरा, आप प्राइस कोट करो। मैं तो मतलब मंथली हम 800 to 900 ton कंज्यूम करते हैं, HR, HR.
agent
87.2s
Okay.
अच्छा।
customer
88.0s
HR, HR, right?
HR, HR ना?
agent
88.9s
Okay. So sir, what is your work? Is it a manufacturing firm?
ठीक है। तो सर, ये काम किस चीज का आपका? मैन्युफैक्चरिंग फर्म है?
customer
91.2s
Hmm.
हम्म।
agent
92.0s
Yes sir?
हां जी सर?
customer
92.8s
Yes yes, it's manufacturing.
हां हां, मैन्युफैक्चरिंग है।
agent
93.9s
Okay okay, fine. You need 800 to 900 tons.
अच्छा अच्छा, ठीक है। 800 से 900 ton लगता है आपको।
agent
96.6s
Okay. It's in E250A, right? Okay, I'll share the price of E250A, the one we keep in stock, for Delhi.
ठीक है। E250A में है ना? ठीक है, मैं आपको E250A का ना, जो अपनी स्टॉक करके रखते हैं, उसका प्राइस भी शेयर करता हूं दिल्ली का।
customer
100.9s
You tell me the price for E250, tell me the price for grade two, tell me for 2.9, tell me for 3.9.
आप E250 का मुझे प्राइस बता दो, ग्रेड टू का प्राइस बता दो, 2.9 बता दो, 3.9 बता दो।
customer
104.4s
Okay? Is there 2.8?
ठीक है? 2.8 का है?
agent
105.6s
Hmm hmm.
हम्म हम्म।
customer
106.2s
2.8, 3.2, 3, uh 2.2.
customer
108.6s
Tell me for any of them.
किसी का भी बता दो।
customer
109.3s
You... you guys don't charge extra for 2.2, right?
आप आप लोग 2.2 का एक्स्ट्रा तो नहीं चार्ज करते ना?
agent
111.4s
Uh, from 2.5 to 12, sir, it's the same. For 2.2, we will charge a little extra.
अह, 2.5 से देखो 12 तक का तो सर सेम ही होता है। 2.2 का करेंगे एक्स्ट्रा चार्ज थोड़ा।
customer
115.2s
No, how much extra do you charge for 2.2?
नहीं, 2.2 का कितना एक्स्ट्रा चार्ज करते हो?
agent
117.0s
Now sir, how much it is for 2.2, I will have to ask the category for that.
अब सर 2.2 का कितना लगता है, ये तो मुझे पूछना ही पड़ेगा कैटेगरी से।
customer
120.2s
You ask and tell me, how much do you charge for 2mm and 2.2?
आप पूछ के बता दो मुझे 2mm और 2.2 का कितना चार्ज, कितना चार्ज करते हो?
agent
122.4s
Okay, okay. For 2, see, we take one rupee more than 2.5. Now let's say it's 56,500.
ठीक है, ठीक है। 2 का तो देखो एक रुपए ऊपर लेते हैं 2.5 से। अभी लेट्स से 56,500 है।
customer
125.7s
That's 600 rupees.
600 rupees हो गया।
agent
126.8s
No sir.
नहीं सर।
customer
127.4s
Yes, it's 600. I mean, in Tata I pay 600. For 2.2, it's 100 rupees.
हां, 600 होता है। मतलब Tata में तो मैं 600 देता हूं। 2.2 का 100 रुपए होता है।
agent
130.4s
Okay.
अच्छा।
customer
131.0s
This is from your base price, the one that's same from two and a half to twelve.
ये अपने बेस प्राइस से, जो ढाई से बारह सेम होता है।
agent
132.9s
Yes yes, after the base price for two and a half to twelve, this is the pricing for thin sections.
हां हां, ढाई से बारह का बेस प्राइस के बाद, थिन सेक्शंस का ये प्राइसिंग है।
customer
135.4s
For 2mm it's 600 and for this it's 100.
2mm का 600 है और इसका 100 है।
agent
137.4s
Hmm.
हम्म।
customer
138.0s
So you tell me. First, tell me the price. Right now, uh, pickup, everything is in your scope.
तो आप बता दो। मुझे पहले प्राइस बताओ। अभी, अह, पिकअप, सब कुछ आप ही के स्कोप में है।
agent
141.4s
Hmm hmm.
हम्म हम्म।
customer
142.2s
Okay?
ठीक है?
agent
143.0s
Okay. So I'll tell you the FOR, okay?
ठीक है। तो FOR बताता हूं मैं आपको ना, ठीक है?
customer
144.8s
Yes, tell me the FOR and will you give credit?
हां, FOR बताओ और क्रेडिट दोगे?
agent
146.4s
Uh, we do give credit, sir, like but not on first order. Right?
अह, क्रेडिट सर देते हैं हम, लाइक बट नॉट ऑन फर्स्ट ऑर्डर। है ना?
customer
149.0s
Yes, give me a separate price for the first order. Give me the cash price and then what it will be for 45 days, 60 days later.
हां, पहले ऑर्डर का मुझे प्राइस अलग दे दो आप। कैश का प्राइस दे दो और फिर बाद में 45 days, 60 days का क्या होगा।
agent
152.9s
Absolutely. But for this credit, you get a better interest rate because see, distributors and all charge two to two and a half percent monthly, right?
बिलकुल। बट ये क्रेडिट तो बेटर इंटरेस्ट रेट मिल जाता है क्योंकि देखो अभी डिस्ट्रीब्यूटर वगेरा तो दो से ढाई परसेंट चार्ज करते हैं मंथली ना?
customer
157.0s
No, but...
नहीं तो...
agent
157.6s
Yes sir?
हां जी सर?
customer
158.2s
It's not like that. You tell me your price. See, the distributor's... it works on different parameters.
ऐसा नहीं है। आप अपना प्राइस बताओ। देखो डिस्ट्रीब्यूटर की... अलग-अलग पैरामीटर पे काम करती है।
agent
161.2s
Okay sir.
ठीक है सर।
customer
161.7s
You tell me your price. What is the price for credit as per 45 days and for cash?
आप अपना प्राइस बताओ मुझे। 45 days के हिसाब से क्रेडिट और कैश का क्या प्राइस है?
agent
164.4s
Okay, fine. I'll just check the stock and tell you. Okay? I'll call you.
चलो ठीक है। मैं एक बारी ना, आपको ये स्टॉक चेक करके बताता हूं। ठीक है? I'll call you.
customer
167.6s
Okay.
ठीक है।