Call 21112178826447051 2026-09-01 · Sajal Bhaskar · 3:34
| Campaign | Disposition | Could we hear it? | Language | Turns | Pitch type |
|---|---|---|---|---|---|
| MSME_IS_India_ProductOpps_Reg_Acc | General Enquiry | full conversation 51 turns, clean transcript (0% inaudible) | Hindi | 51 | customer_led (campaign_name:medium) |
Audio: clear: There is some minor background noise but it does not affect transcription.
The four signals separate columns, separate owners
1 · Pitch adherence
the REP
5.0/10
short or unclear
USP relevance:
none
2 · Customer quality
the LEAD we handed over
0
/4 flags
clean lead
3 · Supply
US
none
4 · Sentiment
the CUSTOMER
-0.32
confidence high · +6/−24
from 32 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
−3.0 pts
Revalidate every field
The agent did not revalidate any of the required fields (product, quantity, location, timeline). The call went straight into a price discussion.
How ankit mistry did it on a
10.0/10 call —
you just share the exact dimensions and quantity, and where the delivery is in Surat, the full delivery address with pincode.
−2.0 pts
Discovery (5 Qs, woven naturally)
The agent asked zero discovery questions about the customer's business, end-use, monthly requirement, or procurement habits.
How ankit mistry did it on a
10.0/10 call —
And which brands of HRPO material do you buy? Like Jindal's comes, Tata's comes, Essar's comes?
objection
The customer raised 1 objection
you did not answer:
price
Sir, how did your rates increase like this?
did well
Opener acknowledges platform submission
AGENT: I have sent it to you, I have sent it on WhatsApp and have also sent it again on mail. Please check it once.
Closure with price & timeline
AGENT: Tomorrow, sir, then what, the rate might change a bit, right?
Summary
This was a follow-up call regarding a quote the agent had already sent. The customer questioned the significant price increase from a previous discussion. The agent attributed this to market volatility and a change in grade. The customer stated he needed to discuss with his partners and would revert the next day, which the agent accepted while noting the price might change.
Coaching
When the customer questions the price, use it as a trigger to ask discovery questions about their business and what they value, so you can justify the cost with our USPs instead of just blaming the market.
Missed:
CL2 Revalidate every field CL3 Discovery (5 Qs, woven naturally)
Module 1 — step by step every result carries its evidence quote
| Step | Wt | Result | Qs | Earned | Evidence from the transcript |
|---|---|---|---|---|---|
| CL1 Opener acknowledges platform submission | 2 | pass | – | 2.0 | AGENT: I have sent it to you, I have sent it on WhatsApp and have also sent it again on mail. Please check it once. The agent correctly identified this was a follow-up on a quote already sent, not a new lead, and didn't restart the conversation from scratch. |
| CL2 Revalidate every field | 3 | fail | 0 | 0.0 |
The agent did not revalidate any of the required fields (product, quantity, location, timeline). The call went straight into a price discussion. |
| CL3 Discovery (5 Qs, woven naturally) | 2 | fail | 0 | 0.0 |
The agent asked zero discovery questions about the customer's business, end-use, monthly requirement, or procurement habits. |
| CL4 Closure with price & timeline | 2 | pass | – | 2.0 | AGENT: Tomorrow, sir, then what, the rate might change a bit, right? The agent had already provided the price and reinforced its short validity, while also securing a timeline for the customer's decision ('By tomorrow'). |
| CL5 No unnecessary re-pitching | 1 | pass | – | 1.0 | CUSTOMER: You have given me 66, 67, 68, you have given a rate of 73. The agent stuck to the specific products the customer had inquired about and did not waste time pitching the wider JSW portfolio. |
Objections supplementary — never inside the /10
| Type | State | Customer said | Rep replied |
|---|---|---|---|
| price | mishandled | Sir, how did your rates increase like this? |
Now what can I do, the entire market for it is increasing. |
| check_with_manager | handled | I will have to discuss with the partners too, right? |
So by when will you let me know, sir, because |
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 |
|---|---|---|---|---|---|---|---|---|---|
| 0.441 | 37.1s | 47.0s | 129.9s | 4.0s | 326.7 | 0 | 24 | 27 | 3 |
Transcript English, with the original speech underneath — the audit trail Download this transcript (.json)
customer
0.4s
Hello?
हेलो?
agent
1.6s
Hello sir.
हेलो सर।
customer
2.2s
Yes, hello.
हां नमस्कार।
agent
3.0s
Hello. I have sent it to you, this is Fazil speaking.
नमस्कार। भेज दिया मैंने आपको, फज़िल बोल रहा था।
customer
5.9s
Yes, what are you saying?
हांजी, क्या बोल रहे हैं?
agent
7.0s
I was calling from JSW.
जेएसडब्ल्यू से बात कर रहा था।
customer
8.0s
Yes, yes sir.
हांजी हांजी सर।
agent
8.9s
I have sent it to you, I have sent it on WhatsApp and have also sent it again on mail. Please check it once.
भेज दिया मैंने आपको WhatsApp पे भी भेज दिया है और mail पे भी दोबारा से भेज दिया है। एक बार चेक कर लो।
customer
12.3s
I've seen it sir, I've seen it, I've seen it, I've seen it, I've seen it. I got it. This is including GST, right?
देख लिया सर, देख लिया, देख लिया मैंने, देख लिया, देख लिया। मिल गया। Including GST है ना ये तो?
agent
16.1s
Yes?
हां?
customer
16.5s
You have given me the rate including GST, right?
Including GST rate दिया है ना आपने मेरे को तो?
agent
18.0s
No, GST is separate.
नहीं, GST अलग से है।
customer
19.3s
Okay okay, I'll check in that then. Meaning you have given me 66, 67, 68, you have given a rate of 73.
अच्छा अच्छा, उसमें देख लेता हूं फिर। मतलब कि 66, 67, 68 दिया है आपने मेरे को, 73 दिया है रेट।
agent
22.7s
Yes, 66.94 is for that, for five eight and this six.
हां, 66 94 तो उसका है, पांच आठ का और ये छह का।
customer
25.8s
One second, one minute.
एक सेकंड, एक मिनट।
agent
26.5s
16, 20
customer
27.8s
Sir, please stay on the line for a minute, okay?
सर एक मिनट लाइन पे रहना प्लीज, है ना?
customer
31.8s
Extra price loading include. You've given 66 rupees, 67, 66, 67, 68, 69 and 66. This is the rate you've given, right?
Extra price loading include. 66 रुपये दिया है, 67, 66, 67, 68, 69 और 66. यही दिया है रेट ना?
agent
36.3s
Yes, yes.
हां हां।
customer
37.0s
This is not including GST, it's without GST?
ये including GST नहीं है, without GST है?
agent
38.3s
It's without GST.
Without GST है।
customer
39.5s
One moment, one moment, loading is included.
एक बार एक बार, loading included है।
agent
41.2s
Yes, loading is included, right.
हां loading included है ना।
customer
42.0s
GST is not included, right?
GST तो include नहीं है ना?
agent
43.4s
GST and transportation are not included, sir.
GST और transportation included नहीं है सर।
customer
45.3s
Okay, GST and transportation are not included.
अच्छा GST और transportation include नहीं है।
agent
46.9s
Hmm. I had transportation, you had refused.
हम्म। Transportation तो था मेरे पास, आपने मना किया था।
customer
48.8s
No no, I will arrange the transportation myself, sir, for the vehicle.
नहीं नहीं, transportation मैं ही लगाऊंगा सर गाड़ी तो।
agent
50.7s
Yes, so this is the ex-price.
हां, तो ये ex-price है।
customer
51.6s
Sir, how did your rates increase like this?
सर ये रेट कैसे बढ़ गए आपके?
agent
53.2s
Tell me then, sir.
बताओ सर फिर।
customer
53.9s
I'm saying, how did your rates increase so much?
मैं कह रहा हूं इतने रेट कैसे बढ़ गए आपके?
agent
55.4s
Now what can I do, the entire market for it is increasing.
अब मेरे क्या, उसमें पूरे उसकी मार्केट के ही बढ़ रहे हैं।
customer
57.4s
That day you had quoted 58.5.
उस दिन तो आपने 58.5 बताया था।
agent
59.5s
That was for E250, wasn't it?
वो तो E250 का था ना।
customer
60.9s
Yes, but you were saying it's three, three and a half rupees higher.
हां तो आप कह रहे थे ना तीन साढ़े तीन रुपये ऊपर होता है।
agent
62.9s
It is three, three and a half, up to four rupees higher.
तीन साढ़े तीन, चार रुपये तक ऊपर होता है।
customer
64.9s
So this has become 66.
तो ये तो 66 हो गया।
agent
66.4s
Sir, the market is increasing, you can see for yourself. Right now, what's the rate for it, 62, 61 is the rate for the four.
सर, बढ़ रहा है मार्केट, आप खुद ही देख लो। अभी क्या क्या चल रहा है उसका, 62, 61 तो उसका चल रहा है चार का।
customer
70.8s
So it will increase this much, sir, according to market availability.
तो इतना तो बढ़ेगा ही सर, मार्केट की अवेलेबिलिटी के हिसाब से
customer
72.2s
No no, listen, the rate, the rate is fine, let me discuss it in the office once. Rates have also come from one or two other places. The rate is fine, your rate, there's no problem with the rate.
नहीं नहीं बात सुनो जी, रेट, रेट ठीक है, एक बार मैं डिस्कस कर लेता हूं ऑफिस में भी। एक दो जगह से रेट और भी आए हुए हैं। रेट ठीक है, रेट आपका, रेट में दिक्कत नहीं है।
agent
76.9s
Okay. Then what's the problem, sir, tell me then.
ठीक है। फिर मतलब दिक्कत कहां आ रही है सर, बताओ ना फिर।
customer
78.8s
Oh sir, we, you know, I am not running the company alone. I will have to discuss with the partners too, right? Okay?
अरे सर, हम तो, अभी तो पता है, अकेले मैं भी तो कंपनी नहीं चला रहा ना। जो पार्टनर हैं उनको भी डिस्कस करना पड़ेगा ना। ठीक है?
agent
82.7s
So by when will you let me know, sir, because
तो कब तक बता दोगे सर, क्योंकि
customer
84.0s
By tomorrow, tomorrow, we will give you the rate by tomorrow, sir. Okay?
कल तक, कल, कल तक दे देंगे सर आपको रेट। ठीक है?
agent
86.1s
Tomorrow, sir, then what, the rate might change a bit, right?
कल तो सर फिर क्या, रेट थोड़ा चेंज भी हो जाएगा ना।
customer
88.0s
No problem sir, if it changes, we'll take it at the changed rate, what's the problem. We have to take it anyway.
कोई बात नहीं सर, चेंज होगा, चेंज में ले लेंगे, क्या दिक्कत है। लेना तो लेना ही है।
agent
90.6s
Okay sir, let me know sir. Whatever it is, be completely transparent, sir, we'll do it then.
ठीक है सर, मेरे को बताओ सर। जैसा भी हो एकदम ट्रांसपेरेंट बताना सर, करते हैं फिर।
customer
93.0s
Oh sir, we will tell you transparently, why are you taking tension.
अरे सर, ट्रांसपेरेंट बताएंगे आपको, क्यों टेंशन ले रहे हो आप।
agent
95.2s
Yes yes, okay sir.
जी जी, ओके सर।
customer
96.2s
Okay.
ओके।